Rocell Williams

1. Assist with beneficiary and provider claim inquiries including and not limited to...

Providing copies of EOB and PRA to beneficiaries and providers.

Confirmed status of claims for beneficiaries and providers.

Educating providers and beneficiaries on how to submit claims

Educating providers and beneficiaries on how to use their online portal

Provide appeal and denial status and info

Submitting SMEs to appropriate individuals for claim reprocessing

2. Assist with referral and authorization inquiries

Verified status of requests to ensure timely processing.

Verify whether or not cpts/hcpcs need approval

Modify and update requests, including update codes and provider changes

3. Assist with enrollment inquiries

Assist patients with inquiries regarding healthcare services and benefits.

Verify eligibility of members

Enrolled members into appropriate plans and ensured correct pcm/pcp assignments.

Updated enrollment plans based on member eligibility changes.

Processed disenrollment requests to comply with member choices and maintain service integrity.

• Managed member reinstatements to restore access to healthcare services.
• Educated clients on healthcare plans and enrollment processes.
• Monitored service quality and provided feedback for process improvements.
• Resolved customer complaints through effective communication and problem-solving techniques.
• Collaborated with team members to streamline customer service procedures.
• Handled high-volume calls while ensuring a positive customer experience.
• Provided excellent customer service to resolve customer complaints in a timely manner.

Executed core responsibilities for Tricare West Healthcare Alliance, maintaining service quality during contract transitions. Managed contract transitions between HNFS and Triwest at Tricare West Healthcare Alliance.

Transitioned from HNFS to Triwest as contractors, ensuring continuity in customer service operations.

Executed duties outlined in the position for Tricare West Healthcare Alliance.

Managed customer service inquiries while subcontracted to Health Net Federal Services through Salem Solutions.

Performed customer service duties consistent with current role at Tricare West Healthcare Alliance, ensuring continuity of service across different contractors.

I was hired on temporarily for that contract, but in October of 2023 Health Net Federal Services hired me on as a full time employee.

One Touch Direct is a temporary job company that at the time was a subcontractor for AT&T

Sold cellphones, electronic devices, home internet, and AT&T products over the phone for residential and business customers.

Processed customer bill payments over the phone, ensuring accurate and timely transactions.

Activated new services for clients

Scheduled technology appointments for customers

Guided customers in using their online account portals for better account management.

Revised customer information in the database

My job task included and not limited to...

My duties as store manager for CitiTrend included and not limited to...

• Managed daily store operations and ensured compliance with company policies.
• Supervised and developed staff through targeted training and mentorship.
• Led hiring processes and trained new employees to build a high-performing team.
• Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
• Monitored employee performance and provided feedback on a regular basis.
• Conducted performance evaluations and provided constructive feedback to employees.
• Handled cash register transactions accurately while providing excellent customer service.
• Resolved customer complaints effectively.
• Built and maintained strong working relationships with team members.
• Ensured all safety protocols were followed at all times by staff members.
• Managed inventory operations, ensuring timely stock replenishment and organized displays.
• Managed inventory tracking and physical inventory counts to minimize loss.
• Conducted regular inventory counts throughout the year to maintain accurate records.
• Performed regular audits to ensure compliance with company standards.
• Implemented visual merchandising according to companies' monthly floor plans.
• Developed schedules to optimize staffing levels during peak hours.
• Organized and updated schedules to optimize coverage for expected customer demands.
• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
• Supervised cash drawer balances and deposits of store receipts.
• Prepared and submitted nightly bank deposits.
• Conducted regular meetings with staff members.
• Prepared employee performance appraisals, providing actionable feedback.

• Processed customer transactions at drive thru, ensuring quick service and customer satisfaction.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Processed sales transactions to prevent long customer wait times.
• Maintained accurate cash drawer and balanced registers at shift end.
• Facilitated returns and exchanges in compliance with store policies to enhance customer experience.
• Replenished and organized condiments and supplies to maintain availability and support efficient service.
• Greeted customers and answered any questions they had about the store's products and services.

Advanced from sales associate to manager at Citi Trends, demonstrating strong leadership and adaptability in multiple locations.

Managed store operations at Citi Trends in Tampa, Florida, ensuring efficient daily functions and team coordination.

• Assisted in daily store operations and team management at a retail fashion company.
• Trained new staff on customer service practices and store policies effectively.
• Supported inventory management by organizing stock and conducting regular audits.

Led the gas station team at Meijer, overseeing daily operations and staff management.

Directed daily task assignments to improve workflow efficiency within the team.

Trained new employees on company policies and procedures.

Assigned tasks according to team members' skills to maximize efficiency.

• Enforced adherence to company policies and procedures within the team.
• Tracked employee attendance and documented task completion times, supporting accurate payroll and performance assessments.
• Worked with management to establish and implement new work policies.
• Assigned department reports to stockers for filling out-of-stock items, ensuring timely updates to physical balances.
• Processed inventory write-offs and placed orders for new stock based on report updates.
• Conducted inventory counts to maintain accurate stock levels and identified discrepancies for resolution.
• Ensured work areas were clean and organized to promote safety and efficiency.