RONIESHA BROWN
Summary
Passionate and dedicated customer service professional with a proven track record of going above and beyond to exceed customer expectations. Known for delivering exceptional service and building strong rapport with clients through attentive listening, empathy, and problem-solving skills. Adept at anticipating customer needs and providing personalized solutions to ensure satisfaction. Committed to representing the company brand with professionalism and integrity. Demonstrated ability to handle challenging situations with patience and diplomacy, resulting in positive outcomes and customer loyalty.
Overview
10
10
years of professional experience
Work History
Retention Specialist
Optimum
03.2023 - 08.2025
- Develop and implement strategies to improve customer retention
- Analyze customer data to identify retention trends
- Establish customer loyalty programs
- Create reports and presentations to present customer trends
- Collaborating with marketing team to identify customer needs
- Coordinate customer service activities
Medical Customer Service Representative
United Health Group
05.2020 - 11.2023
- Address and resolve patient inquiries and complaints through various communication channels.
- Schedule and confirm patient appointments, ensuring efficient use of clinic resources.
- Verify insurance coverage and handle pre-authorization processes to facilitate patient care.
- Educate patients on billing processes, including payment plans and insurance benefits.
- Maintain accurate patient records in Electronic Health Records (EHR) systems
CUSTOMER SERVICE SPECIALIST (Remote)
Sitel
02.2018 - 05.2020
- Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
- Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction.
- Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
- Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
- Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.
Claims Specialist (Remote)
Results Company
09.2015 - 12.2018
- Review and verify patient information, insurance coverage, and medical codes to ensure accuracy.
- Adjudicate medical claims based on insurance policy terms, medical necessity, and regulatory guidelines.
- Validate diagnosis and procedure codes (ICD-10, CPT/HCPCS) submitted on claims for accuracy.
- Investigate and resolve claim discrepancies, coding errors, and billing issues through communication.
- Analyze claim denials and appeals, identify root causes, and take corrective actions to resubmit or appeal.
Education
Vista College
Skills
- Excellent Communication
- Active Listening
- Conflict Resolution
- Stress Management
- Automation Tools
- Technical Proficiency
- Typing Speed & Accuracy
- Complex Problem Solving
- Complaint Handling
- Interpersonal Skills
- Process Improvement
- Documentation Management
- CRM Systems
- Claims Processing
- Medical Billing
- Adjudication of Claims
- Knowledge of Health Insurance Policies
- Claims Processing Software
- Ethical Conduct
- Accuracy in Data Entry
- Data analysis
Timeline
Retention Specialist
Optimum
03.2023 - 08.2025
Medical Customer Service Representative
United Health Group
05.2020 - 11.2023
CUSTOMER SERVICE SPECIALIST (Remote)
Sitel
02.2018 - 05.2020
Claims Specialist (Remote)
Results Company
09.2015 - 12.2018
Vista College