SEQUAYLA CHAPPELL
Winter Haven,FL
Summary
Perceptive, hard-working, and detail-oriented professional able to build and maintain optimal relationships with supervisors and peers in order to achieve goals and maximize productivity.
Pay close attention to detail to ensure accuracy and maintain compliant documentation. Follow policies, procedures, and guidelines to assure consistent quality. Maintain and ensure patient privacy and confidentiality.
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork.
Detail- oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Microsoft Software's.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly.
Hardworking employee with customer service, multitasking, and time management abilities.
Devoted to giving every customer a positive and memorable experience.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Skills
- Communication Platforms
- Medical Terminology Zoom, Skype, MS Teams, and Google Meet Anatomy & Physiology Microsoft
- Office Applications
- Word, Excel, Outlook, and PowerPoint Type 50 Medical Coding Medical Billing
- Accounts Receivable
- EOBs
- Revenue Cycle Management Collections Electronic Medical Records
- (EMR) Managed Co-Pay Care (HMO, PPO, and POS) Deductibles Medical Coding (ICD-10, HCPCS, CPT)
- Co-Insurance Workers Compensation Insurance Verification EOBs/RA CMS 1450 (UB-04) Front Office
- Operations Revenue Cycle Management Scheduling Medical Terminology Posting Payments
- Third Party payers
- Electronic Health Records (Medicare & Medicaid) (EHR) Third Party Payers
- Insurance verification Electronic Health Records (EHR) ICD-10 Electronic Medical Records (EMR)
- Medical records Managed Care (HMO, PPO, and POS) CRM software
- Workers Compensation CPT
- Coding Insurance Verification EMR systems Insurance Claim Processing Medical coding CMS 1500
- Cold calling
- CMS 1450 (UB-04) Anatomy knowledge Front Office Operations HIPAA Medical Office
- Procedures Microsoft Office Scheduling Schedule Management
- Assessments
- Medical terminology — Proficient
- Understanding and using medical terminology
- Work style: Professionalism — Proficient
- Tendency to be accountable, professional, open to feedback, and act with integrity at work
- Medical receptionist skills — Proficient
- Managing physician schedules and maintaining accurate records
- Development in any professional field
- Medical Terminology Proficiency
- Appointment Confirmation
- Medical Billing
- Medicaid
- HIPAA Compliance
- Insurance Verification
- Customer Service
- Scheduling Appointments
- Medical Insurance/Prior Authorizations
- Data Management
- De-Escalation Techniques
- Dispute Management
- Legal Knowledge
- Conflict Mediation
- Problem-Solving
- Document Preparation
- Data Entry/Computer processing
- 10 years Customer Service/ Contact Center experience
- Microsoft Word, Excel, Presentation, and Microsoft Outlook, Microsoft Office Suite
- CRM systems
- Strong Organization
- Written and Verbal Communication
- Ability to handle high volume of calls
- Ability to work remotely
- Basic Math Skills
- Basic grammar and spelling proficiency
- Outbound calling
- Zendesk experience 2months
- HIPPA Compliance
- Medical background/Working in medical setting
- Interpersonal Skills
- 10 years customer service experience
- Healthcare experience
- Pharmacy Technician experience
- 97% Customer satisfaction rate
- Above average metrics
- Experience working with various systems
Work History
Clinical Customer Service Representative
AMERICAN SPECIALTY HEALTH
San Diego, CA
01.2022 - 01.2024
- Assessed customer issues and identified resources and tools to provide solid solutions
- Identified and initiated problem resolution by updating and delegating actions to teammates
- Assisted customers with tracing shipments, rate quotes, tariff discrepancies and billing and invoicing questions
- Made outbound calls to patient facilities when needed.
- Medical Billing and Coding, CPT codes, IDC 10, HCPCS, Medical Claims, Denial Codes, Dx Codes
- Provider Education, Insurance, Claims using OnBase
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Verified insurance eligibility and coverage for patients
- Documented calls according to department policies for use in performance measurement and business progress tracking
- Maintained functional and productive workspaces, prioritizing quiet atmospheres
- Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions
- Documented customer complaints by determining cause of problem, selecting the best solution and expediting correction or adjustment to the correct department
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained up-to-date records on all customers interactions, complaints, comments and inquiries.
Customer Service Representative
BIG BEAUTY ENTERPRISES COMMUNICATIONS
Lakeland, FL
12.2015 - 01.2022
- Took incoming phone calls, upsold products and services, and updated demographic information as needed
- Resolved customers service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Documented customer correspondence in CRM to track requests, problems, and solutions
- Ensured to meet daily sales quotas.
- Adjusted bills and refunded money to resolve customers service or billing complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Representative
SYKES ENTERPRISES
Lakeland, FL
02.2013 - 12.2015
- Interacted with customers via inbound and outbound calls to answer inquiries and respond to questions
- Processed transactions and followed up to ensure timely and efficient problem resolution
- Entered data and documented customer interactions with high attention to detail
- Communicated in a clear and concise manner and worked effectively as a team member
- Worked within set performance measurements designated by the company.
- Set up and activated customer accounts.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Retail Sales Associate / Customer Service
WALMART / FABRICS AND CRAFTS
Haines City, FL
10.2011 - 01.2013
- Provided excellent customer service with active listening to determine customer needs
- Interacted with customers, answered questions regarding products, recommended, selected, and helped locate best product to match customer needs, and handled final sale
- Operated cash register, scanned merchandise, accepted payments, and ensured accuracy of cash drawer
- Worked as part of a team and interacted with diverse customers and staff members.
- Assisted with conducting merchandise stock counts and reported discrepancies to supervisor.
- Assessed customer product needs and interests in order to best recommend suitable items.
- Helped customers by answering questions and locating merchandise.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Offered suggestions for additional items that may be of interest to customers.
Education
Associate of Science - Medical Billing & Coding
04.2023
Overview
12
12
years of professional experience
Similar Profiles
Diana VazquezDiana Vazquez
Administrative Support Analyst at American Specialty HealthAdministrative Support Analyst at American Specialty Health
Johnathan JohnsonJohnathan Johnson
Clinical Network Field Recruiter at American Specialty HealthClinical Network Field Recruiter at American Specialty Health
Xavier KirolosXavier Kirolos
Customer Service Representative at American Specialty HealthCustomer Service Representative at American Specialty Health
James SieversJames Sievers
Manager of the Fitness Database Unit at American Specialty HealthManager of the Fitness Database Unit at American Specialty Health
Joanna OcasioJoanna Ocasio
Pharmacy Quality Outreach Specialist at EmblemHealthPharmacy Quality Outreach Specialist at EmblemHealth