Serria Sanders
St. Louis,MO
Summary
Knowledgeable Customer Service Representative with extensive experience, excelling in customer account management, and conflict resolution. Proven ability to negotiate payment plans and educate clients on complex billing processes, fostering strong relationships and enhancing customer satisfaction. Adept at multitasking and maintaining organization in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Ensemble Health Partners
06.2023 - Current
- Assist patients in understanding their bills and payment options clearly.
- Answer incoming calls regarding billing inquiries from patients and/or providers in a professional manner.
- Communicate with insurance representatives to complete claims processing, or resolve problem claims.
- Provide training and support to new staff members regarding billing processes.
- Assist patients with inquiries regarding insurance processes and claim status.
- Resolve patient concerns effectively through demonstrated conflict resolution and problem-solving skills.
Customer Service Representative
Express Scripts
10.2021 - 02.2023
- Handled inbound and outbound calls for members and providers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered questions related to members' pharmacy benefits, processing members' prescription orders, and checking order status.
- Maintain accurate documentation of all inquiries and concerns.
- Assisted and educated members, pharmacy techs, with processed insurance claims.
- Processed payments and provided technical support for the online portal website.
Patient Care Representative
Parallon
03.2015 - 08.2021
- Handled inbound and outbound calls for members concerning medical billing inquiries.
- Assisted members in processing payments, negotiated payment plans, and settlement offers.
- Reviewed and educated members on processed insurance claims and appeals.
- Provided technical support for member online portal access, and answered general inquiries.
- Utilized collection software to track payments and manage account statuses.
- Researched insurance policies to determine coverage amounts owed by the patient.
Education
High School Diploma -
Lift For Life Academy
St. Louis, MO05.2012
Skills
- Customer relationship management (CRM)
- Medical terminology
- Strategic negotiation skills
- Attentive listener
- Reading comprehension
- Multitasking and organization
- Professional telephone communication
- Complaint resolution
Timeline
Customer Service Specialist
Ensemble Health Partners
06.2023 - Current
Customer Service Representative
Express Scripts
10.2021 - 02.2023
Patient Care Representative
Parallon
03.2015 - 08.2021
High School Diploma -
Lift For Life Academy
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