Shakierra Turner
Tampa,FL
Summary
Motivated to directly and efficiently address customer concerns head on, develop proactive solutions &implement corrections with efficiency. Adept at working collaboratively to deliver timely & quality responses to service requests. Enthusiastic professional eager to contribute to team success through handwork and dedication.
Overview
11
11
years of professional experience
Work History
Member Care Representative
Quest Diagnostics
Remote
02.2020 - Current
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Prior Authorization /Insurance Claims Specialist
Transamerica Life Insurance Company
Tampa, FL
04.2017 - 01.2020
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Maintained thorough knowledge of insurance plan requirements, facilitating accurate and timely completion of authorization forms.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Verified eligibility and compliance with authorization requirements for service providers.
- Reached out to insurance carriers to obtain prior authorization for testing and procedures.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
Senior Customer Account Representative
OneTouch Direct
12.2013 - 04.2017
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed sensitive customer information diligently, maintaining strict adherence to data privacy regulations and company policies.
Education
GED -
Middleton High School
2009
Skills
- center experience
- Complaint Handling
- CRM Software
- Customer Service
Timeline
Member Care Representative
Quest Diagnostics
02.2020 - Current
Prior Authorization /Insurance Claims Specialist
Transamerica Life Insurance Company
04.2017 - 01.2020
Senior Customer Account Representative
OneTouch Direct
12.2013 - 04.2017
GED -
Middleton High School