Naima Towler
Greensboro,NC
Summary
Seeking Healthcare Claims Processor role with 13 years of experience in healthcare and customer service. Expertise in claims resolution, claims adjudication, and medical policy, with a strong background in managing provider groups and healthcare claims. Proven ability to enhance operational efficiency and ensure regulatory compliance through meticulous attention to detail and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Mortgage Outreach I
M&T Bank
01.2025 - Current
- Conduct outreach to customers about mortgage account balances and assist with payment options to bring accounts current.
- Receive inbound calls to provide support, answer questions, and process payments efficiently and accurately.
- Collaborate with internal teams to manage financial reports and maintain documentation in compliance with banking regulations.
Clinical Administrator
The Imagine Group (Imagine Staffing, Mary Kraft HR, Crypto People, Imagine 360)/United Health Group
01.2021 - 01.2025
- Verified non-overlapping dates for discharge and substance abuse treatment to ensure regulatory compliance in provider billing requests.
- Completed pre-job placement authorizations in accordance with Maryland state regulations.
- Managed provider services and patient care documentation to facilitate efficient healthcare operations.
Front Desk
The Imagine Group (Imagine Staffing, Mary Kraft HR, Crypto People, Imagine 360)/St Joseph Spine Institute
Baltimore, MD
01.2020 - 01.2021
- Managed a multi-line phone system and scheduled appointments, ensuring efficient patient flow and maintaining organized records.
- Facilitated patient check-in and check-out processes, enhancing the overall patient experience.
- Provided a positive and professional first and last impression of the medical office to all visitors and patients.
Front Desk
Total Healthcare
Baltimore, MD
01.2019 - 01.2020
- Managed a high-volume front desk, efficiently answered calls, coordinated appointment schedules, and maintained filing systems to ensure streamlined office operations.
- Delivered exceptional customer service by warmly greeting patients and facilitating check-ins and check-outs.
Communications Operator
Health Care Answering Services (H.C.A.S., Inc.)
Bellmore, NY
01.2013 - 01.2019
- Managed high volume inbound calls, accurately transcribing messages and promptly dispatching them per account protocols.
- Coordinated communications for specialty accounts, facilitating hospital equipment repair requests and intravenous line placements.
- Supported telehealth psychiatric consultations, contributing to the seamless operation of healthcare services.
Customer Service Representative
EZ-Pass Maryland/Kennedy Services
Baltimore, MD
01.2016 - 01.2018
- Managed a high volume of inbound calls, efficiently resolving inquiries related to toll payments and account management.
- Facilitated onboarding sessions for new team members, enhancing their capacity to deliver high-quality customer service.
- Supported peers during live calls, fostering a collaborative environment and improving customer satisfaction.
Education
Regents Diploma - General Education
Roosevelt Jr/Sr High School
Roosevelt, NY01.2002
Skills
- Strong Communication and Interpersonal Skills
- Ability to Work Independently or Within a Team
- Providing Exceptional Customer Service via Phone, Chat, Email, or in Person
- Researching Resolutions to Customer Inquiries/Issues
- Ability to Manage Multiple Tasks/Projects Simultaneously
- Maintaining Quality Standards
- Communication
- Negotiation
- Attention to Detail
- Problem-Solving
- Analytical Thinking
- Detail-oriented
Timeline
Mortgage Outreach I
M&T Bank
01.2025 - Current
Clinical Administrator
The Imagine Group (Imagine Staffing, Mary Kraft HR, Crypto People, Imagine 360)/United Health Group
01.2021 - 01.2025
Front Desk
The Imagine Group (Imagine Staffing, Mary Kraft HR, Crypto People, Imagine 360)/St Joseph Spine Institute
01.2020 - 01.2021
Front Desk
Total Healthcare
01.2019 - 01.2020
Customer Service Representative
EZ-Pass Maryland/Kennedy Services
01.2016 - 01.2018
Communications Operator
Health Care Answering Services (H.C.A.S., Inc.)
01.2013 - 01.2019
Regents Diploma - General Education
Roosevelt Jr/Sr High School