Nydia Sosa
San Angelo,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Revenue Cycle Specialist
Shannon Business Office
San Angelo, TX
07.2024 - Current
- Skills-medical terminology, medical billing and insurance billing.
- Compliance with healthcare regulations (e.g., HIPAA)
Accums Audit Examiner
Blue Cross Blue Shield of Texas
San Angelo, TX
09.2022 - 06.2024
- Performed routine data entry or document management.
- Kept up-to-date with state and federal regulations to prevent errors and fraud.
- Reviewed and analyzed claims to ensure accuracy of information, completeness of medical records, and compliance with policy terms.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Customer Service Representative
Blue Cross Blue Shield of Texas
San Angelo, TX
07.2013 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Provider Services
Blue Cross Blue Shield of Texas
San Angelo, TX
06.2012 - 07.2013
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Streamlined operations by managing a high volume of incoming calls for medical providers seeking information or assistance.
- Responded proactively and positively to rapid change
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Menard High School
Menard, TX05-2001
Skills
- Data Entry
- Researching Skills
- Customer Service
- Document Review
- Claims Handling
- Payment Collection
- Accuracy and Precision
Timeline
Revenue Cycle Specialist
Shannon Business Office
07.2024 - Current
Accums Audit Examiner
Blue Cross Blue Shield of Texas
09.2022 - 06.2024
Customer Service Representative
Blue Cross Blue Shield of Texas
07.2013 - 09.2022
Provider Services
Blue Cross Blue Shield of Texas
06.2012 - 07.2013
High School Diploma -
Menard High School