MONCHEL HESTER
Graham,NC
Summary
Customer Service Support Representative with over 9 years in banking and healthcare revenue cycle operations. Expertise in insurance verification, billing resolution, and managing high call volumes exceeding 70 daily. Proficient in processing payments, establishing payment plans, and ensuring HIPAA compliance while delivering empathetic support. Strong attention to detail and extensive remote work experience and enhanced ability to provide accurate assistance to customers, patients and providers.
Overview
6
6
years of professional experience
Work History
Benefits Enrollment Specialist (Seasonal)
Empyrean Benefits Solutions
09.2025 - 11.2025
- Facilitated employee understanding of benefits options and eligibility requirements.
- Resolved inquiries regarding benefits plans and coverage details with efficiency.
- Explained coverage options, eligibility rules, and enrollment deadlines with clarity.
- Managed high-volume inbound calls and online inquiries while ensuring service quality.
- Verified employee information, processed coverage updates, and maintained accuracy in benefits systems.
- Addressed technical issues and enrollment discrepancies to ensure timely elections.
- Upheld HIPAA confidentiality and complied with data privacy regulations.
Client Support Representative
Revenue Management Solutions
11.2024 - 07.2025
- Managed inquiries through ticketing systems to ensure efficient issue tracking and resolution.
- Responded promptly to patient and provider questions regarding billing, insurance, and payment options.
- Documented client interactions accurately for future reference and compliance with HIPAA guidelines.
- Analyzed client feedback to identify trends and recommend improvements to support processes.
- Collaborated with carriers to address denials and post payments for timely account resolution.
- Provided technical support via phone, email, and chat to enhance customer experience.
- Followed up with clients to confirm satisfaction with resolutions provided.
- Advised clients on best practices for utilizing company products or services.
Customer Service Representative – Fraud
U.S. Bank
08.2021 - 04.2024
- Managed high-volume inbound calls from customers regarding debit card disputes and fraud claims.
- Communicated complex information clearly, ensuring compliance with regulatory policies.
- Demonstrated attention to detail while reviewing large datasets and documenting case outcomes.
- Resolved customer complaints with effective problem-solving techniques.
- Collaborated with team members to enhance service delivery processes.
- Assisted in training new representatives on company protocols.
- Developed strong customer relationships to encourage repeat business.
Customer Service Representative
Maximus
04.2021 - 08.2021
- Assisted public callers under CDC COVID-19 response program, ensuring accurate communication and data entry.
- Utilized customer relationship management software to track requests efficiently.
- Scheduled appointments across multiple departments to optimize resource allocation.
- Coordinated with clients to confirm availability and resolve calendar conflicts.
- Provided clear instructions to patients about upcoming visits.
Treasury Client Services Representative
Wells Fargo
Winston-Salem
08.2019 - 08.2021
- Supported payment posting and reconciliation for commercial accounts, resolving billing discrepancies efficiently.
- Ensured accurate account support while upholding internal controls and maintaining customer service standards.
- Managed bank relationships to secure favorable terms and enhance service quality.
- Assisted in developing financial models for comprehensive risk assessment.
- Coordinated daily wire transfers and international currency conversions as needed.
- Performed detailed analysis of treasury accounts, including bank fees, foreign exchange rates, and interest fluctuations.
- Conducted research on corporate banking products to identify potential company solutions.
Education
High School Diploma -
Hugh M. Cummings High
Burlington, NC06-2005
Skills
- Healthcare customer support
- Claims and enrollment processing
- Billing and collections
- Insurance verification
- Payment processing
- EOB interpretation
- Documentation expertise
- Time management
- HIPAA compliance
- Call center operations
- Microsoft Office Suite proficiency
- CRM systems expertise (Salesforce, JIRA)
- Multi-system navigation
- Technical support skills
- Ticketing system management
- Scheduling coordination
- Attention to detail
- Team collaboration strategies
- Client advocacy
Timeline
Benefits Enrollment Specialist (Seasonal)
Empyrean Benefits Solutions
09.2025 - 11.2025
Client Support Representative
Revenue Management Solutions
11.2024 - 07.2025
Customer Service Representative – Fraud
U.S. Bank
08.2021 - 04.2024
Customer Service Representative
Maximus
04.2021 - 08.2021
Treasury Client Services Representative
Wells Fargo
08.2019 - 08.2021
High School Diploma -
Hugh M. Cummings High