Nakisha Jemison
Newport News,VA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Capital Group
04.2021 - 03.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Authorization Specialist/customer service
Fidelis care New York
04.2013 - 05.2019
- Providing excellent customer service by explaining policy and procedures to both members and providers
- Assisting providers with obtaining authorization for procedures permitted by New York state guidelines (I.E.)non participating providers office visits and emergency room admissions
- Reduced processing times by effectively managing a high volume of authorizations, referrals, and appeals.
- Enhanced departmental efficiency with thorough knowledge of insurance guidelines and medical terminology.
- Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Improved patient satisfaction by streamlining authorization processes and ensuring timely responses to inquiries.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
Education
High school or equivalent - General studies
Kensington high school
Buffalo, NY06.1999
Skills
- Product and Service Support
- Payment Processing
- Quality Assurance
- Product Knowledge
- Active Listening
- Written Communication
- Telephone Etiquette
- Account Updating
Personal Information
- Title: Customer service professional
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Capital Group
04.2021 - 03.2022
Authorization Specialist/customer service
Fidelis care New York
04.2013 - 05.2019
High school or equivalent - General studies
Kensington high school
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