Open To Work
Melissa Dickerson
Fort Worth,TX
Work Preference
Summary
Healthcare Customer Service Representative committed to delivering exceptional support to Medicare and Medicaid members. Expertise in claims processing and benefits verification, combined with strong problem resolution skills, drives efficiency in handling complex inquiries. Proven ability to maintain high standards of HIPAA compliance and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC
08.2022 - 03.2026
- Assisted Medicare and Medicaid members with benefits, eligibility, claims, and billing inquiries, enhancing member understanding and access to services.
- Delivered professional customer support via phone, email, and chat, consistently achieving high customer satisfaction ratings.
- Researched and resolved complex customer concerns with accuracy and empathy.
- Documented all customer interactions in Salesforce, NICE, and Avaya while ensuring complete and accurate records.
- Protected confidential health information by following HIPAA regulations and company policies.
- Met and exceeded quality assurance, productivity, and attendance expectations in a fast-paced remote environment.
- Collaborated with internal departments to efficiently resolve escalated member issues, ensuring timely and effective solutions.
Retail Sales Associate
Kohl's (Part-Time)
05.2016 - 08.2022
- Delivered exceptional customer service by effectively assisting customers with merchandise selection and promotions, enhancing their shopping experience.
- Organized sales floor displays and upheld merchandise presentation standards, contributing to an inviting shopping environment.
- Supported inventory management by replenishing stock, updating pricing, and organizing merchandise for optimal accessibility.
- Worked effectively in a fast-paced retail environment while balancing part-time employment with a full-time position.
Customer Service Associate / Cashier
Walmart
01.2016 - 08.2022
- Provided exceptional customer service in high-volume retail environment, enhancing customer satisfaction.
- Resolved customer concerns professionally while maintaining a positive shopping experience.
- Addressed customer concerns professionally, ensuring positive shopping experience and fostering customer loyalty.
- Assisted with merchandising, inventory, and front-end operations.
- Demonstrated accuracy and teamwork in daily operations, facilitating effective communication among team members.
Education
High School Diploma -
DeSoto High School
DeSoto, TX05-2005
Skills
- Remote support
- Healthcare terminology
- Medicare and Medicaid knowledge
- Claims processing
- Insurance billing practices
- Benefits verification
- Healthcare systems navigation
- Multichannel support
- De-escalation strategies
- Resolution techniques
- Data entry and documentation
- CRM proficiency
- Insurance claims follow-up
- Time management
- Active listening
- Customer de-escalation strategies
- Claims status tracking
- Verbal and written communication skills
- Billing processes
- Claims billing procedures
- Policy understanding skills
Timeline
Healthcare Customer Service Representative
TTEC
08.2022 - 03.2026
Retail Sales Associate
Kohl's (Part-Time)
05.2016 - 08.2022
Customer Service Associate / Cashier
Walmart
01.2016 - 08.2022
High School Diploma -
DeSoto High School