Mallori McNeal
Henderson,NV
Summary
Experienced in effectively handling customer interactions and promptly resolving issues. Utilizes strong communication skills and empathy to build lasting customer relationships. Demonstrates a proven track record of maintaining high levels of customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
Work History
Digital Chat Member Advocate
United Healthcare
05.2023 - Current
- Utilize knowledge of health plans to assist members with detailed medical benefits inquiries by live chat
- Follow HIPAA guidelines with each member interaction
- Advocate for members who experience billing errors or issues with medical providers
- Thoroughly investigate the status of medical claims, appeals, prior authorizations, and doctor referrals
- Provide members with emotional support, and UHC resources that help them achieve better health
- Offer compassion and empathy to all members especially those experiencing sensitive health conditions
- Provide a professional home office compliant with UHC's standards for remote work
US Rater
TELUS International
03.2023 - 11.2023
- Used guidelines and trained knowledge to rate online search queries
- Completed assigned tasks within the company deadline
- Completed all new training required to fully understand rating tasks and improve my rating skills
- Provided helpful feedback based on the specific task to improve the company platform
Customer Experience Specialist
Ahead
11.2020 - 04.2022
- Acted as a first point of contact with empathy and support for ADHD patients by phone and email via Zendesk
- Followed HIPAA guidelines with each patient interaction
- Offered exceptional assistance with patient onboarding, scheduling, prescription refills, and billing
- Billed patient accounts for appointments based on the type of visit
- Processed refunds as needed
- Contacted patients with outstanding balances to collect payments or offer payment plans
- Contacted patients for follow-up appointment reminders
- Identified and escalated any user issues with Ahead's patient portal
- Provided a quiet and professional home office compliant with Ahead's standards for remote work
Member Services Representative
Broad Path HealthCare Solutions
12.2019 - 11.2020
- Handled incoming calls for health plan members with empathy and enthusiasm
- Followed HIPAA guidelines on each call while providing excellent customer service to each member
- Processed payments, explained plan benefits, and reviewed medical claims in question
- Identified and escalated claim billing issues to the correct claims departments for resolution
- Maintained quality assurance standards on each call
- Provided a quiet and professional home office compliant with Broad Path's standards
Tier 2 Customer Service Agent
Liveops
09.2018 - 12.2019
- Worked as an independent contractor providing customer support for various retailers
- Provided tier-two escalation support for customers and tier-one agents for an online women's retail store
- Handled escalated customer calls and chats with empathy and strived to provide first-contact resolution
- Handled outgoing calls for a health insurance company conducting phone interviews for health insurance applicants
- Maintained quality assurance standards on each call
- Provided a quiet and professional home office compliant with Liveops standards
Fundraising Representative
TrueSense Marketing
08.2017 - 08.2018
- Conducted outbound calls to prospective donors for numerous nonprofit and healthcare organizations
- Utilized knowledge and trained skills to maintain a standard pledge rate and phone quality assurance
- Worked independently as well as collaboratively to maintain fundraising goals
- Provided a quiet, professional home office compliant with True Sense Marketing's requirements
Senior Executive Escalations Specialist
Walmart E- Commerce
10.2016 - 02.2017
- Utilized trained skills and knowledge to resolve Walmart.com customer escalations ranging from Better Business Bureau complaints to Attorney's General complaints
- Provided coaching to customer service agents at Walmart call centers who failed to follow proper resolution procedures on an as-needed basis
- Worked independently and effectively in the office as well as remotely on a hybrid schedule
- Collaborated with fellow Executive Escalations team members to meet escalation deadlines and maintain quality standards for the department
- Used good judgment to achieve customer satisfaction for escalated Walmart.com customers under minimal supervision
Claims Analyst
Computer Share
06.2016 - 09.2016
- Responsible for working independently on various class action cases to enter data and to check claims for errors
- Verified and proofread 75-100 documents daily
- Effectively used critical thinking to process claims for the benefit of claimants
- Maintained claim submission deadlines
- Remained calm in stressful situations such as dealing with more errors than usual, or claims lacking pertinent information
Client Advisor
Louis Vuitton Client Services
10.2015 - 05.2016
- Answered inbound calls from clients to provide the luxurious shopping experience that Louis Vuitton is known for
- Collaborated with various corporate departments and retail stores to resolve all order issues for clients
- Used good judgment to handle escalations, and complaints
- Successfully contributed to the company's overall sales goal by meeting an individual sales goal
- Educated clients about the proper care for their leather goods, as well as informed them of the different options of leathers and materials available to them through Louis Vuitton
- Successfully handled between 80-100 calls per day while maintaining quality assurance standards
Education
Diploma -
06.2006
Skills
- Organized
- Teamwork
- Phone etiquette
- Self-starter
- Customer service
- Health insurance claims
- HIPAA
- Zendesk
- Salesforce
- Work from home
- Data entry
- Microsoft Word
- Microsoft Excel
- E-Commerce
- Account Management
- Quality Assurance
- Medical terminology
- Windows
- Live chat
- Order management system
- HIPAA compliance
- Problem-solving
- Multitasking and organization
- Patient registration
- Friendly and outgoing
- Assertiveness
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Digital Chat Member Advocate - United Healthcare
05.2023 - Current
US Rater - TELUS International
03.2023 - 11.2023
Customer Experience Specialist - Ahead
11.2020 - 04.2022
Member Services Representative - Broad Path HealthCare Solutions
12.2019 - 11.2020
Tier 2 Customer Service Agent - Liveops
09.2018 - 12.2019
Fundraising Representative - TrueSense Marketing
08.2017 - 08.2018
Senior Executive Escalations Specialist - Walmart E- Commerce
10.2016 - 02.2017
Claims Analyst - Computer Share
06.2016 - 09.2016
Client Advisor - Louis Vuitton Client Services
10.2015 - 05.2016
Finneytown High School - Diploma,
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