Sha-Keyna Humphrey

• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary

• Review all required documentation to ensure accuracy

• Accurately process, verify, and/or submit documentation and orders

• Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles

• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required

• Handled customers billing concerns related to their iTunes and App Store accounts, including refund request, subscription management, and updating payment information
• Provided users technical support with iOS device navigation and troubleshooting, as well as accessories used with them
• Served as a mentor while assisting new hires in training classes and while transitioning to take calls.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled inbound calls received from members needing assistance with their pharmacy account
• Maintained account privacy and security by properly verifying and authenticating each member
• Assisted members by placing accurate orders to refill, renew, and request their new prescriptions
• Provided technical support with website navigation and password resets
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.

• Handled customer inquires by answering inbound calls
• Researched required information using a variety of available resources
• Reviewed bill in detail with customers so that they can gain clarity and understanding; as well as make adjustments when necessary
• Improved the customers overall experience while bringing in additional revenue to the company by recognizing opportunities to up-sale
• Documented all call information and actions taken according to standard operating procedures
• Provided technical support and guidance for customer needing assistance with our products and services.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

• Checked patient insurance, demographic and health history to keep information current.
• Scheduled and confirmed patient diagnostic appointments, surgeries, or medical consultations
• Greeted visitors, ascertain purpose of visit, and direct them to appropriate staff
• Received and routed messages or documents, such as laboratory results, to appropriate staff
• Transmit correspondence or medical records by mail, e-mail, or fax
• Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.

• Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts
• Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computer.
• Cultivated customer loyalty, promoted repeat business and improved sales.