Shacoria Jackson
Lexington,SC
Summary
Reliable employee seeking a position in the Customer service industry. Offering excellent communication and good judgment. Relentless professional known for working hard to provide solutions. Organized and dependable candidate successful at managing multiple priorities with positive attitudes with the willingness to take on added responsibilities to meet team goals. Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner.
Overview
9
9
years of professional experience
Work History
Claims Customer Care Representative
TELEPERFORMANCE UNITED HEALTHCARE
04.2021 - Current
- Balanced competing priorities effectively, managing a high volume of inbound calls without compromising quality of service.
- Managed multiple software systems comfortably for efficient data entry, retrieval of information needed during calls.
- Reduced claim processing time with thorough attention to detail, accurate documentation, and timely followups.
- Provides effective communication to internal and external customers within 48 hours
- Reviews payments for variances and matches relevant details to premium payments; coordinates obtaining required billing documentation for customers; adjusts accounts based on collected information
- Performs various clerical duties as assigned, such as responds to request for authorizations that has been submitted
- Communicate with health care providers for clarity that may be needed or any missing information.
- Enhanced customer satisfaction by efficiently addressing and resolving claims-related inquiries.
- Increased client retention rates through empathetic listening, clear explanations, and timely issue resolution.
CALL CENTER REPRESENTATIVE
DEPARTMENT OF REVENUE
12.2019 - 01.2021
- Prioritized accounts in collection status by managing assigned case load and determined urgency using established selection criteria
- Maintained in-depth understanding of state tax and regulation process/policies, by providing guidance to diverse questions from external customers
- Reviewed daily processed alerts and claims
- Reviewed reports and individual accounts which appeared suspicious to uncover best option for the customer
- Coordinated psychiatrist and other mental health professionals as requested
- Create, audit, and reconcile detailed records for case manager and/or supervisors through effective communication.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
ADMINISTRATIVE SPECALIST/FISCAL ANALYST I
SC DEPT. OF MENTAL HEALTH
02.2017 - 11.2019
- Developed, analyzed, and modified inventory to allocate current resources and estimate future needs and/or requirements for effective productivity.
- Strengthened internal controls, ensuring compliance with organizational policies, governmental regulations, and industry best practices.
- Ensured accurate financial reporting through meticulous reconciliation of accounts and monthly closing procedures.
- Enhanced fiscal accountability with thorough internal audits and timely resolution of discrepancies.
- Streamlined financial processes by identifying inefficiencies and implementing appropriate corrective measures.
CUSTMER SERVICE REPRESENTATIVE
RECEIVABLE SOLUTIONS INC.
06.2016 - 02.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns as the first point of contact for patients with outstanding hospital claims
- Evaluated accounts and service histories to identify trends, using data submitted to itemize statements to customers for payment
- Exercised judgment and discretion when assisting customer by paying attention to special needs and/or wants
- Used knowledge of a specific products, services, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
Medication Technician
AGAPE' SENIOR/CAROLINA GARDENS
07.2015 - 06.2016
- Improved medication administration accuracy by meticulously following physician orders and verifying patient information.
- Enhanced patient safety through diligent monitoring for adverse drug reactions and promptly reporting concerns to nursing staff.
- Streamlined medication storage and inventory processes, ensuring timely reordering and minimizing waste.
- Assisted in training new Medication Technicians on best practices and company policies, fostering a culture of continuous learning.
- Expedited the medication pass process without compromising accuracy through effective time management techniques.
- Maintained thorough electronic records of all administered medications, adhering to HIPAA regulations and facility guidelines.
Education
BACHELOR OF SCIENCE - Social Work
LIMESTONE COLLEGE
12.2020
CERTIFICATION IN MEDICAL CODING -
FORTIS COLLEGE
01.2016
Skills
- Effective Communication
- Procedure Review
- Data Entry
- Data Analysis
- Administrative Support
- Multitasking
- Decision Making
- Follow-Up Skills
- Telephone Etiquette
- Adaptability
- Attention to Detail
- Stress Management
Timeline
Claims Customer Care Representative
TELEPERFORMANCE UNITED HEALTHCARE
04.2021 - Current
CALL CENTER REPRESENTATIVE
DEPARTMENT OF REVENUE
12.2019 - 01.2021
ADMINISTRATIVE SPECALIST/FISCAL ANALYST I
SC DEPT. OF MENTAL HEALTH
02.2017 - 11.2019
CUSTMER SERVICE REPRESENTATIVE
RECEIVABLE SOLUTIONS INC.
06.2016 - 02.2017
Medication Technician
AGAPE' SENIOR/CAROLINA GARDENS
07.2015 - 06.2016
BACHELOR OF SCIENCE - Social Work
LIMESTONE COLLEGE
CERTIFICATION IN MEDICAL CODING -
FORTIS COLLEGE
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