Semyah Lane
Summary
Driven to learn quickly, advance computer proficiency and training in accounting industry operations. Solid foundation in accounting and office settings supporting team needs. Flexible and hardworking team player focused on boosting productivity and performance with conscientious and detail-oriented approaches.
Overview
4
4
years of professional experience
Work History
Care Team Specialist
Sedgwick
09.2023 - Current
- Liaison with callers from multiple client accounts within a shared services environment.
- Advises HR requirements when assisting with questions and solving problems related to the claims application and servicing processes.
- Performed claim intake and full-service customer support within regulatory requirements, company, and client expectations
- Educates and informs the customer about documentation required to file/process claims, required time frames, payment information, and claim status.
- Educates claimants on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
- Enters verbal and written claim information that meets both the internal and external customer’s requirements accurately into the appropriate system.
- Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist and/or management as needed.
Settlement Administrator
Epiq
06.2023 - 09.2023
- Stay up to date with 15+ legal settlement cases
- Provide pre-approved FAQs to callers inquiring about legal cases
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- De-escalate calls while maintaining professionalism
Customer Experience Specialist
Billing Precision (Genesis Chiropractic Software)
04.2022 - 05.2023
- Teach 5 to 15 practice owners how to use Genesis's basic features to improve office profitability, patient flow, compliance, and billing processes
- Help practice owners reach their business goals and build their dream practices through transition to the Genesis platform and culture
- Complete an average of 15 tickets daily to assist providers
- Communicate with practice owners and office staff, software developers, training staff, and off-shore billing assistants
- Hold practices accountable to commitments, schedules, and goals
- Improve client profitability, including revenue cycle management, performance analysis, office work flow optimization, compliance, system configuration, training, patient scheduling and no-show management, and patient visit documentation
- Troubleshoot billing problems
- Maintain customer satisfaction rate of 90% and above with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Appointment Scheduler
Matrix Medical Network
10.2021 - 02.2022
- Make 100+ outbound calls to health plan members to coordinate and schedule in-home and telehealth CHAs
- Follow standard policies/practices and works to meet or exceed departmental scheduling Key Performance Goals (Attendance, ACW, Work loss, Schedule Adherence, Assessments scheduled per hour, Call Quality, etc.)
- Accurately and concisely, document customer feedback and special needs indicated during each call-in computer-based system
- Identify and address the member's concerns and anticipates future needs by providing additional information, as needed
Customer Sales Representative
Ready Refresh
03.2021 - 07.2021
- Managing 50+ inbound and outbound calls in a timely manner
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Upsell products for minimum of 25% of calls
- Frequently attend educational seminars to improve knowledge and performance level
- Maintained quality assessment rate of 90% or above
Benefits Specialist
Blue Cross Blue Shield
09.2020 - 01.2021
- Respond to 75+ customer inquiries in a call center environment
- Respond to telephone inquiries and complaints using standard scripts and procedures
- Gather information, research/resolve inquiries and logs customer calls
- Communicate appropriate options for resolution in a timely manner
- Inform customers about services available and assesses customer needs.
Education
Bachelor of Science - Accounting
Colorado Technical University
Colorado Springs, CO12.2023
Skills
- Microsoft Office
- Windows 10
- QuickBooks
- Genesys Software
- CCA Software
- Five9 Software
- Salesforce Software
- Vericle
- CRM Software
- Customer Service
- Technical Support
- Account Management
Interests
- History
- PCI DSS
- Healthcare Compliance
- Reading
- Zip Lining
Timeline
Care Team Specialist
Sedgwick
09.2023 - Current
Settlement Administrator
Epiq
06.2023 - 09.2023
Customer Experience Specialist
Billing Precision (Genesis Chiropractic Software)
04.2022 - 05.2023
Appointment Scheduler
Matrix Medical Network
10.2021 - 02.2022
Customer Sales Representative
Ready Refresh
03.2021 - 07.2021
Benefits Specialist
Blue Cross Blue Shield
09.2020 - 01.2021
Bachelor of Science - Accounting
Colorado Technical University
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