Summary
Overview
Work History
Education
Skills
Skills
Timeline
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O'Neisha Perry

Columbia,SC

Summary

Dedicated and empathetic Member Advocate Chat Agent with a strong background in customer service and real-time digital support. Proven ability to manage multiple chat interactions while maintaining high levels of accuracy, efficiency, and professionalism. Adept at resolving member concerns, explaining complex benefit information in simple terms, and navigating internal systems to deliver timely solutions. Committed to delivering a positive, member-first experience and contributing to continuous service improvement.

Overview

5
5
years of professional experience

Work History

Chat Support Representative

Teleperformance USA
03.2023 - Current
  • Provide prompt and accurate assistance to members via live chat.
  • Answer inquiries regarding benefits, coverage, eligibility, and services.
  • Act as a liaison between the member and internal departments.
  • Ensure member concerns are understood,
  • addressed, and followed through.
  • Educate members on available resources, tools, and plan features.
  • Manage multiple chat sessions simultaneously while maintaining quality service.
  • Prioritize tasks to ensure all members receive timely responses.

Medicaid Claims Processor

UnitedHealthhcare
11.2021 - 03.2023
  • Accurately process Medicaid insurance claims, ensuring all data is correctly entered and verified
  • Review and adjudicate claims based on policy guidelines, regulations, and best practices
  • Use the QNXT system to manage claims, perform data entry, and ensure records are updated in real time.
  • Maintain detailed and accurate records, documentation, and reports to track claim status and outcomes
  • Adhere to all CMS guidelines and ensure regulatory compliance
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
  • Identify, Troubleshoot, and resolve discrepancies or issues within claims to ensure smooth processing

Customer Experience Agent

CareCentrix
04.2020 - 11.2021
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

W.J. Keenan High School
05-2015

Skills

  • Performance tracking
  • Empathy display
  • Language fluency
  • Problem-solving
  • Customer service
  • CRM software
  • Reliability
  • Problem-solving abilities
  • Attention to detail
  • Organizational skills
  • Customer service excellence
  • Understanding customer needs
  • Computer skills
  • QNXT system
  • HIPAA compliance
  • Customer follow-up
  • Verbal and written communication
  • Patient check-in
  • Electronic health records
  • Phone and email etiquette
  • Insurance verification
  • Data entry
  • Patient registration
  • Medical terminology
  • Appointment scheduling
  • Policy understanding
  • Insurance billing
  • Quality assurance
  • Quick typing

Skills

  • Insurance Claims Review
  • Claims Investigation
  • Microsoft Office
  • New Policies Processing
  • Customer Service
  • Analytical Skills
  • Problem-Solving
  • Time management abilities
  • Billing Software
  • Data Integrity
  • Regulatory Compliance Adherence
  • Data Entry Software
  • Information Verification
  • Paperwork Processing
  • Recordkeeping Organization
  • Prior authorization processing

Timeline

Chat Support Representative

Teleperformance USA
03.2023 - Current

Medicaid Claims Processor

UnitedHealthhcare
11.2021 - 03.2023

Customer Experience Agent

CareCentrix
04.2020 - 11.2021

High School Diploma -

W.J. Keenan High School
O'Neisha Perry