Quanisha Charles
Humble,TX
Summary
To obtain a position in a positive work environment that allows me to utilize my skills in a company that offers job advancement.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CapitalRx(pharmacy benefit manager)
New York, NY
11.2023 - Current
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Reviewed claims data for accuracy prior to submission for payment by third party payers.
- Provided guidance and support to other departments regarding pharmacy benefit issues.
- Evaluated customer needs and proposed specific benefits options.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Continuum —Customer Service Rep (Pharmacy Help
CVScaremark
11.2022 - 11.2023
- Handled customers e ectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize e ciency
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met or exceeded call speed, accuracy and volume benchmarks on a consistent basis
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Resolved customer concerns with friendly and knowledgeable service.
- Upheld strict standards for quality and performance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes with proprietary software.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Medical Biller and Coder Extern
Kubera Billing LLC
03.2022 - 08.2022
- Tracking and collecting payments, including setting up payment plans for outstanding bills,Correcting rejected insurance claims and coding errors,Notates patient accounts properly,Creating payment batches,EOBs,COBs
- Handling confidential information and abiding HIPAA laws and other medical policies
- Completed and submitted appeals for denied claims.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
- Applied HIPAA privacy and security regulations while handling patient information.
- Submitted appeals using provider portals and phone communication.
- Reviewed claims for coding accuracy.
- Input details into accounts and tracked payments.
- Leveraged EMR software to post payments received for medical services.
- Interpreted medical terminology and pharmacological information to translate information into coding system.
- Submitted claims to insurance companies.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Checked claims coding for accuracy with ICD-10 standards.
Head Cashier
Lowes
01.2013 - 03.2022
- Maintain a positive work environment for all cashiers,
- Resolve cash tills at the end of every shift ,Generate accurate till reports for each register, Manage and perform all check-out functions on a daily basis
- Communicate clearly and openly with customers ,Manage the check-out area and ensure each station remains clean and e ciently run,Respond to Cashiers' requests for price checks and other functions for customer service,Listen to customer complaints and questions and refer them to the assistant manager when required
- Ensure all stations have adequate cash and change at all times, Serve as the primary point-of-contact for customer service associates
- Trained new team members in cash register operation, stock procedures and customer services.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Prepared cash deposits and balanced store safe for opening and closing of business.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Helped customers find specific products, answered questions and offered product advice.
- Learned roles of other departments to provide coverage and keep store operational.
- Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Processed refunds for worn, damaged and broken merchandise.
- Monitored checkout counters and self-checkout areas to assist with complex transactions.
- Processed payments promptly for customers to exceed productivity standards.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Helped with purchases and signed customers up for rewards program.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Answered phone calls to assist customers with questions and orders.
- Greeted customers promptly and responded to questions.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Counted and balanced cashier drawers.
- Assisted customers by providing information and resolving complaints.
- Answered customers' questions and provided information on store procedures or policies.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer
Education
College Of Healthcare Professions, Houston Medical Center
04.2022
High School Diploma -
Terrebonne High School
01.2005
Skills
- SKILLS
- Customer service
- Call Center
- Communications Creative
- Problem Solving
- Attention to Details
- High-Energy Attitude
- Product Knowledge
- Appointment Scheduling
- Multi-Task Management
- Problem-Solving Abilities
- Order Fulfillment
- Microsoft Excel
- Credit Card Payment Processing
- Positive and Professional
- Typing 35 WPM
- Account Updating
- Account Management
- Remote Assistance
- Customer Relationship Management
- Customer Support
- System Updates
- Active Listening
- Data Entry
- Medical Terminology Knowledge
- Inbound and Outbound Calling
- Creative Problem Solving
- Critical Thinking
- Claims Processing
- HIPAA Compliance
- Medical Insurance Understanding
Certification
CPT HIPAA Medicare/Medicaid CPR AWARDS Honor Roll September 2021 CHCP President’s Honor Roll October 2021 CHCP CPR /certification June 2021 HIPAA/OSHA certification LANGUAGESMa English
Timeline
Customer Service Representative
CapitalRx(pharmacy benefit manager)
11.2023 - Current
Continuum —Customer Service Rep (Pharmacy Help
CVScaremark
11.2022 - 11.2023
Medical Biller and Coder Extern
Kubera Billing LLC
03.2022 - 08.2022
Head Cashier
Lowes
01.2013 - 03.2022
College Of Healthcare Professions, Houston Medical Center
High School Diploma -
Terrebonne High School
CPT HIPAA Medicare/Medicaid CPR AWARDS Honor Roll September 2021 CHCP President’s Honor Roll October 2021 CHCP CPR /certification June 2021 HIPAA/OSHA certification LANGUAGESMa English
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