Nahfia McCoy
Aurora,CO
Summary
Experienced customer service professional seeking a full-time, long-term position that offers professional challenges. Utilizes exceptional interpersonal skills, time management, and problem-solving abilities. Skilled in oral and written communication, active listening, and analytical problem-solving. Detail-oriented team player with expertise in handling multiple projects simultaneously with accuracy. Proven ability to work closely with coworkers for effective data management. Possesses skills in document digitization, office modernization, and data organization to enhance productivity. Known for efficiency and precision in finishing jobs quickly and accurately.
Overview
6
6
years of professional experience
Work History
Data Entry Representative
Hire Connections Staffing Agency
08.2024 - Current
- Processed Medical Assistance (MA) site applications and redetermination packets, change requests, and Manual Verification Request (MVR) clearance in the marketplace and state's eligibility systems and other verification documents provided by customers.
- Maintained expert knowledge of county and state systems ( Colorado Benefits Management System (CBMS)) and eligibility requirements for all Medical Assistance (MA) programs.
- Thoroughly documented inquiry outcomes for accurate tracking and analysis.
- Maintained confidentiality, information security and ethical behavior when managing all Company and member records information.
Enrollment Member Service Representative
SaveOnSP
07.2023 - 08.2024
- Provide member support to answer questions regarding prescription coverage benefit information
- Provide excellent customer service and immediate resolution to inquiries at the point of member/customer contact
- Contact customer accounts according to call schedule and/or report to obtain updated patient information, and verify accuracy of information
- Enroll qualifying members into appropriate manufacturer copay assistance programs
- Create and maintain accurate customer records
- Collaborate with member and Pharmacys to assist with issues related to payments and reimbursements
- Learn, understand and follow all company and client’s policies and procedures
- Understand Medicare policy and co-pay requirements/guidelines
- Follow all applicable government regulations including HIPAA
- Assist team members/department as needed to meet workflow deadlines and/or complete miscellaneous projects
- Communicate confidently and effectively with peers and all levels of team members within SaveOnSP and Client Organization
- Update and release proper PA Authorizations
Customer Service Representative
Hire Connections Staffing Agency
10.2022 - 05.2023
- Managed over 50 customer calls per day.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained confidentiality of patient records, and health statuses. Responded to customer requests for products, services, and company information.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Verified client information by analyzing existing evidence on file.
- Promoted Omni Salud Silver Enhanced Plans and Colorado Connect standard plans to those who are undocumented to receive insurance
- Provided primary customer support to internal and external customers.
- Supported customers as well as brokers/assisters in insurance application completion and updated records to reflect current information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Call Center Customer Service Representative
Decker’s Brands
09.2021 - 02.2022
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly to increase customer satisfaction
- Responded to customer comments and questions via LiveChat, Text and Email during shifts.
- Educated customers about billing, and payment processing .
- Addressed escalated customer service issues coming in through LiveChat's and Inbound Calls.
- Documented all Calls, LiveChat's and complaints using call center's CRM database.
Shift Manager
McDonald's Restaurant
02.2019 - 03.2020
- Trained and mentored new employees to maximize team performance and policies to facilitate daily tasks and responsibilities.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team to help avoid escalations
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Tracked receipts, employee hours and inventory movements.
Education
Baking And Pastry Arts -
Auguste Escoffier School of Culinary Arts
Boulder, CODiploma -
Endeavor Academy High School
Centennial, CO05.2017
Skills
- Upbeat Proactive Self-Starter
- Excellent Attention to Detail
- MS Office: Word, Excel, PowerPoint, And Outlook
- Zendesk, Salesforce Experience and CRM Systems
- 10 Key Experience
- 45 WPM
- Data Entry and Maintenance
- Customer Account Management and Confidentiality
- Merchandise Orders, Billing Adjustments, Exchanges Processing Experience, Underwriting Guidelines
- Call Center Operations - Inbound and Outbound Calls, Inbound and Outbound LiveChat, Email and Social Media
- Administrative, Office Support, Office Operations, Invoice Preparation, Personnel Records and Processing Experience
- Remote Experience
- Government Regulations Compliance including HIPAA
- Experience With Medicare & Copay Assistance Requirements
- Some medical terminology knowledge
- Experience with CBMS and SAVE verification
Timeline
Data Entry Representative
Hire Connections Staffing Agency
08.2024 - Current
Enrollment Member Service Representative
SaveOnSP
07.2023 - 08.2024
Customer Service Representative
Hire Connections Staffing Agency
10.2022 - 05.2023
Call Center Customer Service Representative
Decker’s Brands
09.2021 - 02.2022
Shift Manager
McDonald's Restaurant
02.2019 - 03.2020
Baking And Pastry Arts -
Auguste Escoffier School of Culinary Arts
Diploma -
Endeavor Academy High School
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