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
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
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
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
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
05-2001
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