Quanita Wheaton
Fort Worth
Summary
Qualified Client Service Specialist with solid foundation in managing customer accounts and resolving inquiries efficiently. Demonstrated ability to foster strong client relationships and contribute to team success. Proven capability in using communication and problem-solving skills to enhance customer satisfaction. Passionate about improving the quality of people’s lifestyle through unsurpassed care and service. Dedicated and technically skilled with over fifteen years of experience in both the financial and clinical industry. Licensed insurance professional with robust background in providing comprehensive insurance solutions. Known for collaborative approach and delivering consistent results in dynamic environments. Skilled in client relationship management, and valued for reliability and adaptability. Recognized for excellent communication, analytical thinking, and problem-solving abilities. Ready to help the team achieve company goals.
Overview
11
11
years of professional experience
Work History
Account Representative
RemX (McKesson Assignment)
08.2024 - 01.2025
- Working remotely to assist patients who are six months are younger (premature babies) enroll into a support program for the prevention of (RSV) Respiratory Syncytial Virus.
- Using computer skills for data entry, while transcribing electronic inbound fax forms received from the hospital NICU or medical providers into a hard copy form and submitted for eligibility review.
- Consistently meets established productivity, schedule adherence, and quality standards.
- Place outbound calls to the NICU or medical providers staff, to retrieve missing information from the enrollment form pertaining to the patient or healthcare provider.
Patient Account Representative
Inventurus Knowledge Solutions Inc. (IKS)
08.2023 - 08.2024
- Communicate with patients via inbound and outbound calls pertaining to concerns with their billing statement of a health care nature and/ or collect past due balances while maintaining and providing excellent customer service
- Review and analyze insurance Explanation of Benefits to determine patient responsibility, adjustments and write-offs
- Explain charges, answer questions, and communicate a variety of requirements, policies, and procedures regarding patient financial care services and resources to patients
- Understands and adheres to all regulatory compliance areas, including HIPAA and compliance requirements
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Claims Specialist
New Leaf Service Contract
01.2023 - 08.2023
- Handling inbound phone calls and emails, assisting customers and service technicians with extended warranty repair claims
- Submitting and approving warranty repair claims, based on service providers paperwork.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
Customer Relations Representative
Haverty’s Furniture Store (Corporate)
05.2021 - 12.2022
- Promptly responding to incoming, outgoing phone calls, pre-and post- furniture delivery calls and emails.
- Developed the use of My Service Center to create, maintain and resolve Customers furniture repair status concerns.
- Managed an action driven To Do list for technician tickets and kept them current daily.
- Responsible for learning procedural policies, system enhancements and adapting to changes as they occur.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Client Service Specialist (WFH)
WageWorks Inc./ HealthEquity
09.2020 - 04.2021
- Support employers and brokers with their enrollment and payroll contribution processing
- Provide education on the benefits of HSAs, HRAs, FSAs, and DCRAs
- Build trust and rapport with valued clients by providing vital solutions to Health Savings Account and Reimbursement Account administration
- Collaborated with cross-functional teams to develop customized solutions, tailored to meet specific client needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
Member Service Specialist (WFH)
WageWorks Inc./ HealthEquity
01.2019 - 09.2020
- Follow the guidelines related to the Health Insurance Portability and Accountability ACT (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI).
- Educating members on their COBRA continuation coverage enrollment packages received from their current or formal employer.
- Effective work in a fast-paced inbound call/ chat/ email environment.
- Provided former employees with the leave packet with instructions specific to the type of open enrollment of leave for which the employee is applying to.
- Understanding and communicating medical, dental insurance continuation prices, while providing accurate details daily.
Accounts Receivable Specialist
RPC Company (Cintas Contract)
05.2016 - 12.2018
- Orchestrate telephone contact to all Cintas business client owners, analyzing clients past due balances; maintain rapport with store and regional managers to resolve collection disputes and settle in debt owed.
- Process daily and/or month-end Account reconciliations- spreadsheets such as the daily cash log, as needed.
- Generate and send financial statements and dunning letters via email, fax, or mail.
- Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
- Provide support to clients regarding collection issues, refunds, write-offs, adjustments, and credit requests and resolve client discrepancies.
Initial Loss Reporting (ILR)
State Farm Insurance
11.2013 - 12.2015
- Services as the initial contact point for loss reporting, enabled initial reporting activities and ensured prompt routing of the claims to other functional areas in support of State Farm policyholders
- Provided services to insured auto and homeowners, such as setting up claims and helping answer questions regarding their policies
- Utilized the appropriate job aids, expertise, and tools to accurately and consistently process the reception
- Notated information for recording and telephone, submitted loss reports for insureds, & claimants
- (Customer contact may include multiple channels to include, telephone, mobile app, chat, and internet reporting)
Education
High School Diploma -
South Oak Cliff High School
05.2007
Skills
- Licensed Insurance Agent (Property & Casualty)
- Data Entry
- Inbound & Outbound Calls
- Medical Billing & Coding
- Accounts Receivable
- Call Center & Contact Environment
- Collections
- Knowledge with Five9 & CRM Software
- Client retention
- HIPAA compliance
- Active listening
- Teamwork orientation
- Problem-solving abilities
Accomplishments
- Achieved Property & Casualty License by completing State Exam with accuracy and efficiency.
Personal Information
Title: Client Service Representative
Timeline
Account Representative
RemX (McKesson Assignment)
08.2024 - 01.2025
Patient Account Representative
Inventurus Knowledge Solutions Inc. (IKS)
08.2023 - 08.2024
Claims Specialist
New Leaf Service Contract
01.2023 - 08.2023
Customer Relations Representative
Haverty’s Furniture Store (Corporate)
05.2021 - 12.2022
Client Service Specialist (WFH)
WageWorks Inc./ HealthEquity
09.2020 - 04.2021
Member Service Specialist (WFH)
WageWorks Inc./ HealthEquity
01.2019 - 09.2020
Accounts Receivable Specialist
RPC Company (Cintas Contract)
05.2016 - 12.2018
Initial Loss Reporting (ILR)
State Farm Insurance
11.2013 - 12.2015
High School Diploma -
South Oak Cliff High School
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