Monesha Sherrick
Dallas,TX
Summary
Proven Healthcare Customer Service Specialist with a track record of enhancing customer satisfaction and streamlining appointment scheduling at Humana. Expert in insurance claims follow-up and possessing strong interpersonal skills, I excel in resolving patient inquiries with efficiency and empathy, significantly improving the customer experience.
Overview
4
4
years of professional experience
Work History
Healthcare Customer Service Representative
Humana
Remote
08.2023 - 12.2024
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Verified patient demographic information in order to ensure accuracy of data entry and medication refills.
- Assessed insurance benefits and determined eligibility criteria related to PPO plans.
- Processed/Maintained accurate records on all prior authorizations requested, received, and denied.
- Evaluated clinical information provided by providers against specific criteria set forth by health plans.
- Researched medical policies to ensure appropriate coverage of services.
- Made outbound calls to insurance companies, patients and physicians to perform eligibility checks for patients.
- Located pharmacies for patients looking to fill/refill their medication.
- Processed overrides.
Customer Care Guest Engagement Specialist
Hilton
Remote
03.2022 - 08.2023
- Provided exceptional customer service, resolving guest inquiries and complaints efficiently and effectively
- Demonstrated strong communication skills, clearly explaining policies and procedures to guests
- Successfully managed guest reservations, ensuring accuracy and timely processing
- Conducted market research studies to understand customer needs and preferences.
- Designed creative solutions for enhancing customer interactions throughout the buying journey.
Healthcare Customer Service Representative
Conduent
Remote
06.2021 - 03.2022
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Took special orders in person and over telephone, generating additional revenue every month.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Prepared daily reports on registration activities, highlighting areas for improvement.
Education
General Studies -
Northeastern Oklahoma A&M
05.2017
Diploma -
Joplin High School
05.2016
Skills
- Insurance claims follow-up
- Strong interpersonal skills
- Appointment scheduling
- Claims processing
- Medical terminology
- Policy adherence
- Patient payment processing
- HIPAA compliance
Timeline
Healthcare Customer Service Representative
Humana
08.2023 - 12.2024
Customer Care Guest Engagement Specialist
Hilton
03.2022 - 08.2023
Healthcare Customer Service Representative
Conduent
06.2021 - 03.2022
General Studies -
Northeastern Oklahoma A&M
Diploma -
Joplin High School