Samirah Stevenson
Frisco,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
09.2022 - 02.2024
- Analyze, research, and resolve problems and discrepancies related to member accounts.
- Assist members with submitting new membership and overdraft protection application.
- Counsel current and prospective members about Navy Federal's products and services.
- Identify opportunities to cross service products and increase product penetration.
- Understand and comply with federal and other regulations relating to financial products and services.
- Perform other duties as assigned.
- Managed 65 incoming calls per day from customers with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Service Representative
SLG Carriers
11.2021 - 09.2022
- Managed 85 inbound and outbound phone calls.
- Maintain relationships with carriers and customers.
- Provide shipment quotes for customers/carriers and set up shipments as required by customers/carriers.
- Solve customer and carrier problems and help resolve issues.
- Multitask and Documenting customer correspondence in CRM to track requests, problems and solutions
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Patient Service Representative
Parkland
10.2019 - 11.2021
- Greets patients, family members, peers, and leadership in a professional, friendly, and respectful manner to promote a positive public image of Parkland. Willingness to move about the system to ensure all facets of the job responsibilities are completed accurately and timely to support the needs of the organization. Required to assist the hospital in the event of an internal or external disaster.
- Obtain, verify, and update accurate demographic, financial, and insurance information in the process of registration. Including the entry of patient/guarantor information in the patient registration/accounting systems. Ensure accounts are billed accurately and timely. Guarantee that medical record numbers are not duplicated or overlays created.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Reviews patient accounts for financial status to identify non-funded and/or under-funded patients. Refers appropriate cases to financial counseling for follow-up and consultation and Case Management for clinical justification for pre-authorization as necessary.
- Educate patients about financial liabilities, employs proper, compliant patient liability collection techniques before, during and after date of service. Performs cash reconciliation and secured payment entry in adherence to financial and cash control policies and procedures.
- Clearly document actions taken in account notes to ensure information is available and understandable for other departments to review. Tracks productivity/quality and provides cumulative reports daily, weekly and monthly as required. Ensures Patient Rights & Responsibilities as well as other required documents are properly explained and presented to patients.
- Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
- Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
- Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding
Senior Subrogation Specialist
Allstate Insurance
01.2015 - 08.2019
- Conducted investigation to develop subrogation prospects. Evaluates subrogation potential and pursues appropriate
- Coordinated and recovers moderately complex subrogation cases both personal lines and business.
- Managed 50 outbound/inbound to and from customers and/or field appraisers. Negotiated settlements with responsible parties, their carriers or legal counsel.
- Communicated with policyholders, vendors and agents on the status of pending subrogation matters, where required by statues, regulation or service standard.
- Process recovery reimbursements and vendor expense payments. Reimburses insured's deductible due to liability stance.
- Implemented quality control measures to ensure accuracy and consistency in claim handling processes, reducing errors and oversights.
- Managed a diverse portfolio of subrogation claims across various lines of business, ensuring timely resolution and optimal recoveries.
Education
No Degree - Medical Billing And Coding
DeVry University
Villa Park, IL12-2024
High School Diploma -
Cedar Hill High School
Cedar Hill, TX06.2014
Skills
- Time management
- Compassionate Care
- Adaptability
- Reliability
- Documentation
- Attention detail
- Interpersonal Communication
- Task Prioritization
- Analytical Thinking
- Active Listening
- Professionalism
- Financial Transactions
- Excellent Communication
- EMR / EHR
- Microsoft Office
- HIPPA Compliance
Timeline
Member Service Representative
Navy Federal Credit Union
09.2022 - 02.2024
Customer Service Representative
SLG Carriers
11.2021 - 09.2022
Patient Service Representative
Parkland
10.2019 - 11.2021
Senior Subrogation Specialist
Allstate Insurance
01.2015 - 08.2019
No Degree - Medical Billing And Coding
DeVry University
High School Diploma -
Cedar Hill High School
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