Nickesha Cowan
Senior Customer Service Advocate
Bridgeport,CT
Summary
Experienced Administrative/Office Assistant with a strong focus on client relations and customer service. Demonstrated expertise in providing comprehensive office support, sales management, and exceptional customer service for over seven years. Proficient in utilizing Microsoft Word, Excel, PowerPoint, and Access to streamline operations and enhance productivity. Committed to delivering top-notch administrative assistance and fostering positive client relationships to drive organizational success.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Advocate
United Healthcare Group
09.2021 - Current
- Review and process claims, review prior authorization outcomes, appeals, and follow up on unpaid claims.
- Implemented new procedures to streamline workflow and enhance productivity within the department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Verify patient insurance coverage and benefits before medical procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Communicate with other insurance companies and providers to clarify coverage details and resolve disputes.
- Assist with billing inquiries, and explain insurance policies, deductibles, and copayments.
- Strong understanding of medical insurance policies, claims processing, and healthcare billing.
- Work closely with healthcare providers, billing departments, and insurance carriers to ensure smooth claim processing.
Administrative Assistant
Cosmetic & Preventive Dentistry
05.2017 - 06.2021
- Greet and welcome patients when they arrive.
- Answer the telephone in a professional manner, and direct calls to the appropriate staff.
- Check in patients, update patients' charts, and update computer information.
- Notify the appropriate medical staff that the patient is ready.
- Provide general administrative and clerical support.
- Open, sort, and distribute mail.
- Responsible for creating, distributing, and updating the daily patients' schedule.
- Verify medical insurance coverage.
- Schedule follow-up appointments and provide telephonic reminders.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Customer Service Representative
Nordstrom
04.2015 - 06.2016
- Greet and welcome customers.
- Receives customers' requests by telephone or mail, analyzes the request, and provides the information requested.
- Prepares and forwards paperwork on orders or gifts not received to customers.
- Resolves customer questions related to orders and processes orders via telephone or web.
- Process credit, debit, checks, and cash payments.
- Contribute to the team effort by accomplishing monthly goals.
- Keep customers informed by notifying them via telephone or email about sales and future merchandise.
Dental Receptionist
Preferred Dental Care
04.2013 - 02.2015
- Greet patients, and escort them to the treatment area.
- Interview patients, and document medical history.
- Schedule appointments.
- Assist the dentist and hygienist with patients.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Opened and properly distributed incoming mail.
- Assist patients in completing all necessary forms and documents.
- Maintain and manage patients' records in compliance with privacy, security regulations.
Customer Service Manager
Staples
05.2011 - 03.2013
- Responsible for providing customer service, consistent with sales and service standards.
- Responsible for efficient front-end operations.
- Handle a large amount of cash daily.
- Hired and trained employees.
- Answer high-volume calls daily, file, sort mail order supplies, do bookkeeping, and make a weekly schedule.
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Managed office supplies, vendors, organization, and upkeep.
Education
No Degree - Human Resources Management
Capella University
05.2001 - 01.2010
Associate of Science - Communications
Westchester Community College
Valhalla, NY 05.2001 -
Skills
- Excellent communication skills
- Interpersonal skills
- Articulate and well-spoken
- Excellent listening skills
- Excellent oral skills
- Excellent writing skills
- Customer service-oriented
Timeline
Senior Customer Service Advocate
United Healthcare Group
09.2021 - Current
Administrative Assistant
Cosmetic & Preventive Dentistry
05.2017 - 06.2021
Customer Service Representative
Nordstrom
04.2015 - 06.2016
Dental Receptionist
Preferred Dental Care
04.2013 - 02.2015
Customer Service Manager
Staples
05.2011 - 03.2013
No Degree - Human Resources Management
Capella University
05.2001 - 01.2010
Associate of Science - Communications
Westchester Community College
05.2001 -
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