Medical Coding and billing
LATOYA SHIELDS
Senior Customer Service Representative
Phoenix,AZ
Summary
Enthusiastic Senior Customer Service Representative with more than 20 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Clinical Authorization Specialist
CVS Pharmacy
Phoenix, AZ
09.2022 - 11.2022
- Educated patients on eligibility and affordability options by offering insightful information.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assisted with medication, and pharmacy benefit information.
- Fax, email, and inbound calls from members regarding pharmacy authorizations.
- Assisted with clinical authorizations questions from providers.
Hardware Software Specialist
PELOTON INC
Phoenix, AZ
11.2021 - 06.2022
- Guide our Support team to resolve hardware and software inquiries from Members regarding our Bike, Tread, and App offerings.
- Call/Chat/Email with Members and manage tickets through to completion.
- Assist the Support team with live interactions.
- Significant experience dealing with complex customer-service issues involving potentially escalated Members.
Provider Service Specialist
TRIWEST HEALTH CARE ALLIANCE
Phoenix, AZ
08.2019 - 05.2020
- I speak to providers daily regarding becoming contracted with the veteran’s affairs department.
- I work on dual monitors on multiple systems daily.
- I speak to many provider offices daily.
- Multiple email, fax, and correspondence letters are sent to me as well.
- I work on a dual monitor system using 6-11 programs each day.
- Problem, multi taking, and first call resolution is what I provide as a provider specialist.
- I make in and outbound calls in a call center environment.
- I discuss authorizations, claims, and EOB's.
- I work closely with other department to process request from providers, and veterans.
MARKET SPECIALIST
HOUZZ DESIGN
Tempe, AZ
11.2017 - 04.2018
- I received inbound calls, and emails from Houzz customers regarding merchandise they purchased on the company website from vendors and third-party sellers.
- I handled vendor related tickets, problem solved, refunded customers, and corrected damaged orders.
- I used Zen desk, and Sales force computer-based systems on dual monitors.
- I was required to hit a monthly commission, and certain performance goals.
- I provided product, and logistic shipping information to customers
- I had daily goals and cases to handle.
- I worked closely with vendors, sellers, and shipping companies to handle customer related request and inquiries.
BENEFITS SPECIALIST
XEROX SOLUTIONS
Phoenix, AZ
01.2015 - 04.2016
- I worked as a Benefit Specialist assisting Delta Airline employees with their human resource needs.
- I gathered information researched/resolved inquiries and logged customer calls.
- I educated and enrolled employees into their heath saving accounts, reimbursement, and spending accounts, Medicare part D enrollment and authorizations.
- CMS, Avaya, Tesseract and CICS are the systems I used in this position.
- I assisted with health and welfare, pension, travel needs, canceling coverage, and advising employees of effective dates.
- I went over coverages, authorizations, deductibles, enrollment, and other insurance questions.
CREDIT CONSULTANT
CENTURY LINK
Phoenix, AZ
01.2014 - 12.2014
- I worked as a credit consultant team leader I oversaw 15 employees whose jobs were to collect revenues owed from residential customers and to assist with basic billing inquiries, receive inbound calls from.
- Century link residential customers for collections, payment arrangements, and billing inquiries.
- I also processed customer supervisor request, negotiated payment plans.
- I worked on a dual monitor system with as many as 6-12 programs open during my workday.
- I supervised and was responsible for agent schedules, monitoring calls, audits, statistics, and daily goals.
- Keeping agents trained and updated on changes and client and management request was a part of my position as well as monthly goal requirements.
RESERVATION AGENT
SOUTHWEST AIRLINES
Phoenix, AZ
08.2011 - 03.2012
- I worked as a customer service agent at Southwest Airlines answering customer inquiries regarding all aspects of their travel, ticketing, car, and hotel rentals.
- I also was responsible for assisting customers with travel requests and inquiries by answering incoming calls.
- Helping customers with Flight information, lost baggage, checking in customers by operating a computerized point-of-sale system, boarding, reservations for scheduled domestic flights with the highest degree of courtesy and professionalism.
ADMINISTRATIVE ASSISTANT
TRUCK LLC
Phoenix, AZ
12.2006 - 07.2011
- My duties included customer service, clerical, data entry, invoices, PC, phones, faxing, and email, quick books account receivable and payable.
- My duties were to assist the manager and owner at a small family automotive business with administrative office help.
- Payroll, correspondence, record keeping, filing.
Education
GED - General Education
Arizona Department of Education
Phoenix, AZ 08.1995 - 02.1996
Medical Assistant
Brookline College - Phoenix
Phoenix, AZ 04.1996 - 04.1996
Skills
One call resolution, communication, teamwork, positive attitude
Zendesk, Sales Force, CRM, CICS
Email, Fax, Outlook, Computer PC
Insurance, Medicare, Benefits specialist experience, prior authorization, and health care administrative
Proficient in all Microsoft office suites
Complaint resolution
Customer Relations
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Clinical Authorization Specialist
CVS Pharmacy
09.2022 - 11.2022
Hardware Software Specialist
PELOTON INC
11.2021 - 06.2022
Provider Service Specialist
TRIWEST HEALTH CARE ALLIANCE
08.2019 - 05.2020
MARKET SPECIALIST
HOUZZ DESIGN
11.2017 - 04.2018
BENEFITS SPECIALIST
XEROX SOLUTIONS
01.2015 - 04.2016
CREDIT CONSULTANT
CENTURY LINK
01.2014 - 12.2014
RESERVATION AGENT
SOUTHWEST AIRLINES
08.2011 - 03.2012
ADMINISTRATIVE ASSISTANT
TRUCK LLC
12.2006 - 07.2011
Medical Assistant
Brookline College - Phoenix
04.1996 - 04.1996
GED - General Education
Arizona Department of Education
08.1995 - 02.1996