Monica M Huddleston
Las Vegas,NV
Summary
Dynamic and empathetic customer service professional with extensive experience at NYU Langone Medical Center. Proven ability to manage high call volumes and resolve complex inquiries, resulting in consistently high customer satisfaction levels. Proficient in CRM software and active listening, delivering effective solutions that enhance client support and operational efficiency. Aiming to leverage skills in a challenging role to further improve customer experiences.
Overview
21
21
years of professional experience
Work History
Sr. Customer Service Representative-Professional Billing Dept
NYU Langone Medical Center
06.2024 - 10.2024
- Manage high call volume professionally, with empathy and understanding of need in a fast-paced environment, building rapport resulting in customer service satisfactory
- Explained claim charges/denials, explanation of benefits (EOB), statements, credits and balances, collection balances using EPIC system
- Request claims to be submitted to medical insurance companies Aetna, UHC, Fedilis Care etc
- Confirmed Authorization approvals/denial/pending status
- Processed professional billing payments, explained HB charges
- Routed calls to appropriate department when needed
Customer Service/Senior Customer Service Leasing Specialist
Santander Consumer USA
03.2022 - 06.2024
- Fostered strong customer rapport provided exceptional service with empathy, resulting in heightened customer service satisfaction levels
- Managed 80-100 inquiries daily in a fast past call center environment maintaining efficiency and professionalism throughout
- Educated customers on lease end information to return or purchase new lease
- Processed Title vanity license plate request and Registration
- Processed payments for Chrysler Capital & Santander accounts through online system, request payment refunds
Medical Advocate Agent/FFS Scheduler
US Imaging Network
11.2019 - 03.2022
- Managed 80-90 calls daily in fast paced call center environment maintaining efficiency and professionalism
- Educated Senior Citizens on Advanced Diagnostic Imaging, answered questions on cost, scheduled appointments for CT, MRI, PET scans
- Effective communication with hospitals, provider offices CPT/ICD 10 coding
- Verified insurances with Humana, Verify approved Authorizations
- Processed professional Billing claims received payments, Epic System
Medical Advocate
J&B Medical Supply
03.2018 - 09.2019
- Managed and processed incontinence supplies for delivery work orders in timely manner
- Confirmed health coverage and validated prescriptions with provider staff
- Updated demographic information
- Built customer rapport which resulted in customer satisfaction
Sales & Service Specialist/Dispatcher
AT&T Telephone Communications
08.2003 - 02.2017
- Managed high call volume in a fast-paced call center with professionalism, resolved billing questions, complaints, corrected DSL codes
- Communicated with technicians through Smart chat to add remove work orders for internet, cable, phone service
- Offered telephone internet/cable packages upon the needs of customers when appropriate
- Built customer rapport resulting great satisfaction
Education
Associates of Business Administration -
Baker College of Flint
Flint, Michigan06-2001
Skills
- Customer service
- Problem solving
- Multitasking
- Time management
- Active listening
- Organization
- Patience
- Motivation
- Detailed oriented
- Empathy
- Dependability
- Effective communication
- Self-starter
- Reliable
- Outstanding decision-making abilities
- Proficient computer skills
- Customer support
- Call control
- Credit card processing
- Call center experience
- CRM software
- Account management
- De-escalation techniques
- Complaint resolution
References
References available upon request.
Timeline
Sr. Customer Service Representative-Professional Billing Dept
NYU Langone Medical Center
06.2024 - 10.2024
Customer Service/Senior Customer Service Leasing Specialist
Santander Consumer USA
03.2022 - 06.2024
Medical Advocate Agent/FFS Scheduler
US Imaging Network
11.2019 - 03.2022
Medical Advocate
J&B Medical Supply
03.2018 - 09.2019
Sales & Service Specialist/Dispatcher
AT&T Telephone Communications
08.2003 - 02.2017
Associates of Business Administration -
Baker College of Flint
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