Shakeeta Jones
Philadelphia,PA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Insurance Specialist
Excelsia Injury Care
04.2024 - 09.2025
- Processed insurance verifications efficiently, ensuring accuracy in patient information and coverage details.
- Collaborated with healthcare providers to obtain necessary documentation for claim approvals.
- Utilized electronic health record systems to track verification statuses and update patient accounts.
- Maintained detailed records of verification activities to support compliance and audits.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
Billing Specialist
Excalibur
02.2023 - 03.2024
- Processed billing inquiries to ensure timely resolution and customer satisfaction.
- Collaborated with cross-functional teams to streamline billing processes and improve efficiency.
- Reviewed payment discrepancies, coordinating with clients for prompt resolutions.
- Prepared detailed reports on billing activities to support management decision-making.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Enhanced customer satisfaction with timely and accurate invoice generation.
Customer Service Agent
American Airlines
08.2012 - 01.2024
- Resolved customer inquiries and issues efficiently through various communication channels.
- Assisted passengers with flight information, ticketing, and baggage claims to ensure satisfaction.
- Coordinated with team members to streamline customer service operations and improve response times.
- Trained new employees on company policies, procedures, and customer service best practices.
- Monitored system performance to ensure accurate processing of reservations and check-ins.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Patient Service Representative
Children's Hospital of Philadelphia, CHOP
08.2022 - 11.2023
- Coordinated patient appointments and managed scheduling to optimize clinic efficiency.
- Provided exceptional customer service, addressing patient inquiries and resolving issues promptly.
- Maintained accurate patient records in electronic health systems, ensuring data integrity and confidentiality.
- Assisted healthcare providers with administrative tasks, enhancing workflow and communication within the team.
- Collaborated with clinical teams to resolve patient inquiries and facilitate smooth care transitions.
- Improved patient satisfaction by efficiently registering patients and verifying insurance information.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Increased accuracy in billing processes by diligently verifying insurance coverage and benefits eligibility.
Education
No Degree - Liberal Studies
Community College of Philadelphia
Philadelphia, PAHigh School Diploma -
Simon Gratz High
Philadelphia06-2002
Skills
- Insurance verification
- Claims processing
- Patient record management
- HIPAA compliance
- Billing accuracy
- Cross-functional collaboration
- Payment resolution
- Electronic health records
- Appointment scheduling
- Data entry accuracy
Timeline
Insurance Specialist
Excelsia Injury Care
04.2024 - 09.2025
Billing Specialist
Excalibur
02.2023 - 03.2024
Patient Service Representative
Children's Hospital of Philadelphia, CHOP
08.2022 - 11.2023
Customer Service Agent
American Airlines
08.2012 - 01.2024
No Degree - Liberal Studies
Community College of Philadelphia
High School Diploma -
Simon Gratz High