Melony Simpson
St Louis,MO
Summary
Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Teleperformance USA
Saint Louis
12.2024 - Current
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Documented all activities related to technical support including processes, updates, changes made.
- Diagnosed system errors and implemented solutions to resolve them.
- Conducted remote diagnostics to identify and solve technical problems.
- Updated customer information and account status in the database following each interaction.
- Provided technical assistance to customers through phone, email and chat support.
Healthcare Customer Service Representative
Sagility Healthcare
Saint Louis
02.2024 - 11.2024
- Monitored customer satisfaction levels through surveys and feedback forms.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Conducted financial counseling for patients, explaining payment options and assistance programs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Applied HIPAA privacy and security regulations while handling patient information.
- Updated databases with new and modified customer data.
Prior Authorization Representative
Cigna
Saint Louis
03.2024 - 06.2024
- Processed appeals for denials in accordance with established procedures.
- Utilized medical coding knowledge to accurately process and document authorization requests.
- Assisted in the development of educational materials for patients about the prior authorization process and insurance benefits.
- Performed quality assurance reviews on completed work products before submission to payers.
- Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
- Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients.
- Educated customers about the prior authorization process including applicable deadlines.
- Maintained high level of professionalism when speaking to doctors and insurance companies.
- Verified patient's insurance eligibility prior to appointment date for payment purposes.
- Maintained accurate records on all prior authorizations requested, received, and denied.
- Reviewed prior authorization requests for completeness and accuracy.
Assistant Store Manager
Rainbow Shops
Saint Louis, MO
11.2018 - 08.2023
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Trained new employees on store policies, procedures and customer service standards.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Managed day-to-day operations including scheduling shifts, assigning tasks.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ensured compliance with all safety regulations throughout the store premises.
Education
Diploma -
Saint Louis College of Health Careers
Saint Louis, MO06-2022
High School Diploma -
Roosevelt High School
Saint Louis05-2010
Skills
- Technical troubleshooting
- Remote diagnostics
- Customer service
- Database management
- Insurance verification
- Effective communication
- Problem solving
- Quality assurance
- Customer relationship management
- Time management
- Training and development
- Teamwork
- Computer diagnostics
- Call center operations
Timeline
Technical Support Representative
Teleperformance USA
12.2024 - Current
Prior Authorization Representative
Cigna
03.2024 - 06.2024
Healthcare Customer Service Representative
Sagility Healthcare
02.2024 - 11.2024
Assistant Store Manager
Rainbow Shops
11.2018 - 08.2023
Diploma -
Saint Louis College of Health Careers
High School Diploma -
Roosevelt High School