Mona Boykin
Charlotte,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service and Health Care industry. A solid team player, a positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Optum Health
04.2016 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Resolved billing inquiries and disputes in timely fashion.
- Took copayments and compiled daily financial records.
- Developed and implemented customer service policies and procedures.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Convergys
09.2015 - 03.2016
- Maintained up-to-date knowledge of product and service changes as well as enrolling customers into Health Care plan.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products, services, and company information.
Certified Medication Technician
Summit Place
03.2009 - 05.2015
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Reviewed medication orders for accuracy and completeness before administering medication.
- Monitored medication storage area to maintain medication security and control.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
Education
Diploma - Business Administration
Phillips Junior College of Business
Charlotte, NC2003
Skills
- Credit Card Payment Processing
- Professional Telephone Demeanor
- Service Standard Compliance
- Documenting Calls
- Investigate Claims
- Membership Inquiries and Renewals
- Patient Profiles
Timeline
Customer Service Representative
Optum Health
04.2016 - 08.2023
Customer Service Representative
Convergys
09.2015 - 03.2016
Certified Medication Technician
Summit Place
03.2009 - 05.2015
Diploma - Business Administration
Phillips Junior College of Business
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