MELESOJI WRIGHT
Nashville,TN
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Knowledgeable and dedicated customer service professional with extensive experience in the Health Care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships.
Overview
15
15
years of professional experience
Work History
Help Desk Analyst
Anthem
08.2022 - Current
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities
- Managed inventory of IT assets including computers, printers and mobile devices
- Diagnosed hardware and software problems using remote desktop tools
- Utilized ticketing system to log all customer inquiries for future reference
- Maintained a high level of customer service while troubleshooting various computer issues
- Created detailed documentation for all help desk tickets including resolutions taken
- Provided technical assistance to customers over the phone, email and chat
- Worked with coworkers to complete tasks
- Responded quickly to meet customer needs and resolve problems
- Troubleshot minor problems and reported larger technical issues
Customer Service Representative
Anthem
01.2020 - 08.2022
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Made appropriate account corrections to resolve customer problems
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided
- Met daily customer service quotas with a focus on quality
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Reprocessed claims as needed so the correct amount was paid
Appeals Specialist
HCA
03.2019 - 12.2019
- Created, composed and maintained appeal response templates.
- Coordinated with senior specialist to compose appeal responses.
- Verified client information by analyzing existing evidence on file.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained confidentiality of patient finances, records, and health statuses.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Customer Care Specialist
CVS Caremark
08.2017 - 03.2019
- Responsible for processing prescription orders for mail orders
- Responsible for making inbound and outbound calls
- Corrected billing issues with the Retail Pharmacy based off of the customer's complaints
- Resolved 1st Level Appeals and 2nd Lever pre-cert determination
- Became a SME (subject matter expert) with duties such as training and mentoring new hires
- Took on additional 'Special Projects' to help other depts when they are not up to date with their current inventory
Patient Account Manager
Xtend Healthcare LLC
07.2015 - 07.2017
- Patient account representative responsible for medical account resolution
- Maintained an average of 55 calls, inbound and outbound
- Responsible for solving any patient account discrepancies, including but not limited to insurance disputes, patient payments and requesting/obtaining proper documents such as EOBs, Itemized Bills and reordering COBs to determine the liability
Customer Service Rep
Xerox
04.2013 - 07.2015
- Responsible for maintaining an up to date/current status of inventory of patient accounts
- Educated on HIPPA/PHI and other privacy laws required to maintain and secure customer information
- Trained to reciprocate product knowledge to customers as well as customer resolution for any account discrepancies
- Required to take a certain amount of inbound calls, maintain specific averaged talk time via inbound/outbound calls and pass quality assurance and sale requirements for the month
Customer Service Representative
Sykes
10.2009 - 12.2012
- Assisted clients and customers with their DSL connection and making sure it was working with no issues
- Completed assignments in a timely manner without errors
Education
Not specified - undefined
None - General Studies
Union County High School
Morganfield, KY05.1998
Skills
- Customer Service Skills
- Technical troubleshooting
- Ticketing systems
- Problem-solving
- Adaptability
- Attention to detail
- Time management
- Experience in word excel and PowerPoint
Additionalinformation - Skillsused
- Proficient in Microsoft Word, Excel, PowerPoint and Internet.
- Ability to type 40+ wpm.
- Excellent written and verbal skills.
Timeline
Help Desk Analyst
Anthem
08.2022 - Current
Customer Service Representative
Anthem
01.2020 - 08.2022
Appeals Specialist
HCA
03.2019 - 12.2019
Customer Care Specialist
CVS Caremark
08.2017 - 03.2019
Patient Account Manager
Xtend Healthcare LLC
07.2015 - 07.2017
Customer Service Rep
Xerox
04.2013 - 07.2015
Customer Service Representative
Sykes
10.2009 - 12.2012
Not specified - undefined
None - General Studies
Union County High School
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