QUANEKA HARRIS

• Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
• Managed high-volume caseloads while maintaining strict deadlines for completing benefit verifications and authorizations.
• Ensured compliance with HIPAA regulations during all aspects of the benefit verification process, protecting patient privacy.
• Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
• Contributed to departmental goals by consistently meeting or exceeding performance metrics related to benefit verification accuracy and turnaround time.
• Maintained up-to-date knowledge of insurance regulations, enabling accurate benefit verifications for various plans.

• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Provided excellent customer service by addressing concerns and answering questions promptly and professionally.
• Coordinate emergency repairs, cleaning companies and contractors to optimize claim handling.
  Health
• Reviewed police reports, medical treatment records, medical bills and physical property damage to determine liability.

• Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.

• Answered between 90-100 inbound calls per day with 100% quality
  • Verified various insurances
  • Deescalated frustrated members
  • Communicated and assisted members with order fulfillment.
  • Made outbound follow up calls to members and provider offices to ensure accuracy in account flow.
  • Verified and collected copayments from members.
  • Reviewed prescriptions per state/ insurance guidelines
  • Educated members on various products and services offered by company.

Promoted to Team Lead 5/2019

• Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
• Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
• Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with patients.
• Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.