Nia Hargrave
Columbus,OH
Summary
Driven professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework. Diplomatic customer service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve issues maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environment. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Intake Specialist
Sedgwick
11.2024 - Current
- Streamlined patient registration processes to enhance efficiency and reduce wait times.
- Coordinated scheduling of appointments and managed patient flow effectively.
- Developed and implemented standardized intake procedures to ensure compliance with healthcare regulations.
- Trained new intake staff on electronic health record systems and best practices for patient interaction.
- Conducted thorough data entry for patient information, ensuring accuracy and confidentiality at all times.
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing. • Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations. • Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns. • Streamlined claims processing for quicker resolutions, utilizing thorough investigation techniques and attention to detail. • Expedited claim resolution times with proactive communication between patients, providers, and insurance companies. • Submitted electronic/paper claims documentation for timely filing. • Managed high volume of claims, consistently meeting deadlines without compromising accuracy or quality. • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations. • Researched and resolved complex medical claims issues to support timely processing. • Paid or denied medical claims based upon established claims processing criteria. • Used administrative guidelines as resource or to answer questions when processing medical claims. • Responded to correspondence from insurance companies. • Generated, posted and attached information to claim files. • Posted payments to accounts and maintained records. • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt. • Modified, updated and processed existing policies. • Determined appropriateness of payers to protect organization and minimize risk. • Increased accuracy of patient records by diligently reviewing documentation and verifying information with patients and healthcare professionals. • Facilitated timely referrals to specialists by diligently coordinating appointments and communication between patients, primary care physicians, and external providers. • Enhanced patient satisfaction by providing timely, accurate information on medical services and insurance coverage. • Contributed to the successful implementation of electronic health record systems that improved overall organization within the facility. • Maintained strict confidentiality of sensitive patient information while handling medical records and personal documents in accordance with HIPAA guidelines
Executive Customer Care Research Analyst
Gap Distribution Center
09.2025 - 01.2026
- Analyzed customer feedback to identify trends and improve service strategies.
- Developed comprehensive reports on customer satisfaction metrics for executive review.
- Implemented data analysis tools to streamline research processes and enhance accuracy.
- Collaborated with cross-functional teams to drive customer experience initiatives.
- Resolved customer inquiries through multiple communication channels, enhancing satisfaction and loyalty.
- Provided product information and support, ensuring accurate responses to customer needs.
- Analyzed support trends to develop proactive solutions, reducing recurring issues for customers.
- Collaborated with cross-functional teams to enhance service offerings based on customer feedback.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Nursing Assistant, Patient Care Assistant
Brookdale Assisted Living
01.2025 - 12.2025
- Provided direct patient care, including bathing, feeding, and mobility assistance.
- Monitored vital signs and reported changes to nursing staff promptly.
- Assisted in the implementation of care plans to ensure patient comfort and safety.
- Collaborated with healthcare teams to enhance patient outcomes and streamline operations.
- • Provided compassionate and personalized care to patients, ensuring their comfort and well-being • Assisted with daily living activities such as bathing, dressing, grooming, and toileting • Monitored vital signs including blood pressure, temperature, pulse rate, and oxygen levels • Assisted in the transfer of patients from beds to wheelchairs or other mobility aids • Maintained a clean and organized patient environment by regularly sanitizing equipment and surfaces • Documented patient information accurately in electronic medical records (EMR) system • Responded promptly to call lights and requests for assistance from patients • Provided emotional support to patients and their families during difficult times • Demonstrated excellent communication skills by effectively relaying important information between healthcare team members • Recognized changes in patient condition or behavior that required immediate attention or intervention • Maintained strict confidentiality regarding sensitive patient information according to HIPAA regulations • Assisted in the training and orientation of new nursing aides, ensuring they were knowledgeable about policies and procedures • Maintained a positive attitude even during challenging situations, contributing to a supportive work environment • Closely monitored patients with chronic conditions such as diabetes or hypertension, ensuring proper management of symptoms • Safely transported patients using proper body mechanics techniques to prevent injury to both the patient and caregiver • Managed inventory of medical supplies, ensuring adequate stock levels for patient care needs • Collaborated with interdisciplinary teams including nurses, doctors, therapists, and social workers to provide comprehensive care • Ensured proper nutrition by assisting with meal planning, preparation, feeding, and monitoring dietary restrictions
Customer Service Representative
Bread Financial
10.2022 - 12.2025
- Assisted customers with payment plans and other special arrangements as needed.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Responded to inquiries from customers regarding their credit cards and accounts.
- Developed strategies for reducing delinquencies, charge-offs, and other risks associated with consumer lending.
- Reviewed customer applications for credit card approval.
Dispute Claims
JPMorgan Chase & Co
Columbus, OH
11.2023 - 08.2025
- Opening up claims adding to claims working on claim sending information out of needed document uploads to show proof reaching out to customers asking questions to get information building a case to work on to reach out to merchant to come to an agreement or to get merchandise returned or wrong products
- Finalizing letters to be sent to determine cases have been settled or not
- Conducted credit card chargeback investigations and prepared detailed reports.
- Processed credit card refunds within established timelines.
- Researched account information to determine if dispute is valid.
- Generated reports on dispute status, disputed items, and resolutions.
Mental Health Technician
MARYHAVEN INC
03.2024 - 03.2025
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Coordinated discharge planning efforts between patients, family members, and community support services to ensure a smooth transition.
- Took patient blood pressure and pulse rate, reporting findings in health charts.
- Supported patient confidentiality in accordance with HIPAA regulations.
Personal Care Assistant (PCA)
Springstone, Inc.
Columbus, OH
09.2023 - 09.2024
- Encouraged independence by helping clients develop self-care skills such as meal preparation or personal hygiene tasks.
- Monitored vital signs such as blood pressure, pulse rate and respiration rate for the patient's health status.
- Provided emotional support to clients by listening attentively and engaging them in meaningful conversations.
- Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
- Maintained clean and well-organized environment for client happiness and safety.
Customer Service Representative
Huntington Bank
11.2022 - 08.2024
- Provided excellent customer service by responding promptly to requests or inquiries.
- Explained banking procedures and regulations to customers accurately.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Identified potential fraud cases and reported them to the supervisor.
- Verified customer signatures against signature cards on file at the branch.
- Provided account information and answered customer inquiries in a timely manner.
Juvenile intervention specialist
Juvenile Detention Center
04.2021 - 09.2023
- Built strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
- Promoted a positive learning environment by incorporating social-emotional learning strategies into daily activities.
- Facilitated small group instruction for targeted skill development, enhancing academic growth for all participants.
- Provided ongoing assessment of student progress, adjusting interventions as needed to optimize results.
- Responded swiftly to emergency situations with appropriate use of force when necessary to protect both inmates' well-being and facility security.
- Improved facility safety by performing thorough inspections of cells, common areas, and property for contraband or damage.
- Maintained a safe environment for inmates and staff through effective communication and adherence to established protocols.
- Participated in ongoing training sessions to stay current on best practices in detention management and security protocols.
Senior Account Specialist (Remote)
Discover Financial Services
Columbus, OH
08.2021 - 10.2022
- Handling credit cards bills, payments and other things with customers credit cards . Application status feeling out application . Statuses on the accounts. Collections and also banking experience as well/ account specialist. Line increase application, eligibility for a interest decreases . Questions about account or credit card we have . Mailing letters, statement or email customers on a change like requesting for a credit decrease . Enrolling customers online.password resets. Update account information. Unauthorized charges . Cases . Promotions we have , balance transfer options and also cash advance options
Call Center Representative
DSW
10.2019 - 03.2020
Call Center Representative
JCP LOGISTICS CENTER
Columbus, OH
08.2017 - 03.2019
- Receiving incoming calls handling customer situations making sure we leave the customer happy and making sure we answered there questions correctly and solving there problems
Call Center Customer Service Representative
66 Hospitality
Columbus, OH
01.2016 - 08.2017
- Placing hotel and motel orders
Full Time Cashier/dishwasher
McDonald's
Columbus, OH
01.2015 - 12.2015
- Cashier/customer service and dishwashing
Education
High school diploma -
focus southwest academy
Skills
- Typing (5 years)
- Account Reconciliation
- Microsoft office (5 years)
- Financial analysis
- Cash register
- Application support
- Accounts Receivable
- Warehouse (1 year)
- Communication skills
- Microsoft word (6 years)
- Cash handling
- Debits & credits (Less than 1 year)
- Microsoft outlook (6 years)
- Analysis skills (4 years)
- Credit analysis
- Microsoft excel (6 years)
- Recruiting
- Interviewing
- Technical Support (2 years)
- Banking
- Accounts Payable
- Data collection (1 year)
- Sales (6 years)
- Dishwashing
- Inventory Control (1 year)
- Customer service
- Vital signs
- Patient care
- Computer skills
- Negotiation
- Phone etiquette
- Organizational skills
- Time management
- Patient confidentiality
- Insurance verification
- Medical terminology
- Appointment scheduling
Certification
- Driver's License
- CPR Certification
Timeline
Executive Customer Care Research Analyst
Gap Distribution Center
09.2025 - 01.2026
Nursing Assistant, Patient Care Assistant
Brookdale Assisted Living
01.2025 - 12.2025
Patient Intake Specialist
Sedgwick
11.2024 - Current
Mental Health Technician
MARYHAVEN INC
03.2024 - 03.2025
Dispute Claims
JPMorgan Chase & Co
11.2023 - 08.2025
Personal Care Assistant (PCA)
Springstone, Inc.
09.2023 - 09.2024
Customer Service Representative
Huntington Bank
11.2022 - 08.2024
Customer Service Representative
Bread Financial
10.2022 - 12.2025
Senior Account Specialist (Remote)
Discover Financial Services
08.2021 - 10.2022
Juvenile intervention specialist
Juvenile Detention Center
04.2021 - 09.2023
Call Center Representative
DSW
10.2019 - 03.2020
Call Center Representative
JCP LOGISTICS CENTER
08.2017 - 03.2019
Call Center Customer Service Representative
66 Hospitality
01.2016 - 08.2017
Full Time Cashier/dishwasher
McDonald's
01.2015 - 12.2015
High school diploma -
focus southwest academy