Samina Pearsall
Columbus
Summary
Personable and professional service provider with experience in enrollment & billing, offering 15 years of healthcare and customer service experience. Skilled in overseeing applications, payments, and document processing. Confident and self-motivated professional versed in working with minimal supervision to resolve issues and complete paperwork. Experienced in obtaining information from policyholders and assisting with claim forms. self-motivated professional, proficient medical terminology and HIPAA guidelines and regulations. Communicates effectively with policyholders, agents, and external parties to gather required information and complete timely claims resolution. Strong knowledge of insurance claims forms, processes, and requirements.
Overview
22
22
years of professional experience
Work History
Enrollment & Billing - Agent
Elevance Health, Anthem Blue Cross Blue Shield
08.2014 - Current
- Retrieves group and members accounts, take payments via telephone, answers billing questions, solves complaints, and provides information to new and current policy holders
- Resolved billing problems through successful communication with providers, brokers and agents
- Answered questions from agents, brokers, and individual members about their billing, application, claims status and benefits questions
- Experienced in multiple computer systems related to healthcare
- Aided applicants with filling out necessary paperwork and checked all documents for completion
- Documented all communication with applicants and inputted information into system using Salesforce
- Handled eligibility problems with good investigation skills and analytical approach to tracing and resolving various issues
- Referred unresolved customer grievances to designated departments for further investigation
- Met inbound customer needs while maintaining strict performance targets
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive policy knowledge
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
- Completed inquiries and followed up with customers to share findings and offer solutions
- Maintained full compliance with legal, health, and safety regulations.
Customer Service/Fast Food Server
AAFES - Burger King
06.2012 - 02.2013
- Performed food preparation responsibilities to meet franchise standards for quantities, speed and packaging
- Reduced customer waits times by quickly operating customer window and sales register
- Prepared variety of foods according to customers' orders or supervisors' instructions by following approved procedures
- Performed shift change tasks each day to keep store neat and running smoothly
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness
- Resolved challenging customer complaints to full satisfaction by promoting brand loyalty and maximizing repeat business
- Maintained effective supply levels by monitoring and reordering food stock and dry goods
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas
- Accurately operated cash register to process customer payments
- Kept drawer balanced by accurately processing cash, credit and debit payments
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
Customer Service Administrator/Office Administrator
PENTAX Medical
03.2009 - 05.2012
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs
- Updated customer service database with new information, address changes and contact details
- Resolved issues through active listening and open-ended questioning, escalating major problems to Office Manager
- Immediately brought critical issues to customer service manager for resolution
- Mentor office employees on proper administrative procedures and how to use programs such as SAP, keeping operations consistent and efficient for maximum performance
- Preserved customer loyalty by quickly and completely resolving complaints
- Maintained meticulous records of all repair work that was made to machines and equipment
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services and company information
- Created repair orders for endoscopes and processed loaner scopes for delivery
- Processed invoices to include warranty, non-warranty and contract billing
- Opened repair orders/request, Invoice/Ship out repairs/loaner scopes, create quotes, process approved quotes in SAP
- Monitored all phone calls and handle customer service issues professionally
- Updated office files daily and kept records organized.
Senior Office Administrator
AltaQuip
08.2001 - 11.2008
- Created and processed invoices and work orders for all units to include non-warranty and warranty billing
- Prepared shipping and receiving documents
- Delivered clerical support by handling range of routine and special requirements
- Coordinated delivery of Home Depot Products
- Supported repair technician with proactive correspondence management, document coordination and customer relations
- Created personnel manual detailing business procedures and organizational policies
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions
- Maintained open communication with customers to foster positive relations and provide updates on issues
- Standardized recordkeeping, billing, and scheduling procedures office-wide
- Tracked office supplies and restocked low items to keep team members on-task and productive
- Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity
- Liaised with assorted base of customers and reps, addressing requests and inquiries via phone or email
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions
- Trained new employees on administrative procedures, company policies and performance standards
- Assisted vendors and customers regularly, using administrative expertise to solve diverse problems.
Education
Associate of Science - Paralegal Studies
Berkeley College
New York, NYBachelor of Science - Technical Management
DeVry University
Illinois City, IL05.2022
Skills
- Effective communication skills
- Documentation and paperwork
- Proficiency in multiple healthcare computer systems
- Application Review
- Microsoft Office software proficiency
- Flexible & Adaptable
- Eligibility assessments
- Discrepancy and complaint resolutions
- Inbound and Outbound Calling multi-line phone system
- Technical Support
- Medical terminology knowledge
- Shipping & receiving procedures
- Recordkeeping & Warehousing functions
- Compliance adherence
Timeline
Enrollment & Billing - Agent
Elevance Health, Anthem Blue Cross Blue Shield
08.2014 - Current
Customer Service/Fast Food Server
AAFES - Burger King
06.2012 - 02.2013
Customer Service Administrator/Office Administrator
PENTAX Medical
03.2009 - 05.2012
Senior Office Administrator
AltaQuip
08.2001 - 11.2008
Associate of Science - Paralegal Studies
Berkeley College
Bachelor of Science - Technical Management
DeVry University
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