Samonia Howard

Retiree Experience Specialist

Provided needs assessment for healthcare benefits

Enrolled retirees into Health Insurance Plans for 2026 via Telephonic, Text or Email

Explained health benefits and clarified any objections

Followed HIPAA on every call as well as documented each call

Researched Providers and Medications to provide accurate copays and to verify that they’re covered under the plan.

• Developed and implemented policies and procedures to ensure compliance with healthcare regulations and standards
• Implemented electronic health record (EHR) system, resulting in improved efficiency and accuracy of patient records
• Oversaw billing and coding processes, reducing claim denials
• Collaborated with physicians to optimize scheduling protocols
• Responded promptly to patient inquiries regarding appointment availability, rescheduling, and cancellations
• Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
• Utilized CRM software to accurately document all interactions with customers and track issue resolution progress

• Handled a high volume of incoming calls for various clients, ensuring prompt and professional customer service
• Accurately documented caller information, messages, and requests in the company's database system
• Provided accurate and detailed information to callers regarding products, services, or inquiries
• Resolved customer complaints or issues by actively listening, empathizing with their concerns, and offering appropriate solutions
• Transferred urgent or complex calls to the appropriate department or personnel for further assistance
• Followed established scripts and guidelines to ensure consistent communication with callers
• Adhered to quality assurance standards by reviewing recorded calls for accuracy and adherence to protocols

• Reviewed and processed insurance claims for accuracy, completeness, and compliance with company policies
• Investigated and analyzed claim documents, including medical records, police reports, and witness statements to determine coverage eligibility
• Communicated with policyholders, healthcare providers, and legal representatives to gather additional information or clarify claim details
• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience
• Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information
• Managed a high volume of incoming calls, emails, and chats from customers in a timely manner

• Provided exceptional customer support via phone, email, and chat channels
• Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues
• Maintained a high level of professionalism and empathy while addressing customer concerns
• Managed a high volume of incoming calls and emails in a fast-paced environment
• Identified recurring customer issues and worked with the product team to implement long-term solutions
• Assisted customers with product setup, installation, and troubleshooting procedures remotely or onsite when necessary

• Conducted comprehensive assessments and evaluations of patients to determine appropriate treatment plans
• Greeted and welcomed visitors, providing a positive first impression of the company
• Maintained an organized front desk area, ensuring all necessary supplies were stocked
• Assisted with administrative tasks such as filing, data entry, and document preparation
• Responded to customer inquiries in person, over the phone, and via email in a timely manner
• Provided exceptional customer service by addressing concerns and resolving issues promptly
• Handled sensitive information with confidentiality while maintaining strict adherence to privacy policies
• Created detailed reports on visitor traffic patterns for management analysis purposes

• Prepared documents, such as work orders, bills of lading and shipping orders to route materials.
• Contacted carrier representatives to make arrangements or to issue instructions for shipping and delivery of materials.
• Recorded shipment data, such as weight, charges, space availability, damages and discrepancies for reporting, accounting and recordkeeping purposes.

• Entered and processed data on client and customer accounts for billing, claims, and collections.
• Processed customer payments, and conducted accounts receivable duties.
• Scheduled and negotiated payment arrangements.
• Processed and filed fraudulent claims on customer and client accounts.
• Responsible for tracking payments, skip-tracing, and resolving problematic customer inquiries.
• Responsible for maintaining and verifying customer accounts.
• Responsible for notating proper information onto customer accounts.
• Educated customers on products and services offered and maintained product knowledge.
• Responsible for all other duties as assigned by Team Leads and Management.

• Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts and obtain details of complaints.
• Obtained customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.
• Informed customers by mail or telephone of order information, such as unit prices, shipping dates and any anticipated delays.
• Sort and filed correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.