Shalea Ingram
Mebane,NC
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Well Guide
Well INC.
11.2023 - 05.2024
- Participate in an initial onboarding process that sets you up for success as a front line team member and provides you with career-enhancing professional skills
- Work towards building sustained and meaningful relationships between members and Well via multiple communication channels (e.g., phone, email, and chat)
- Become a subject matter expert and coach in helping members navigate healthcare and set and achieve their own health and wellness goals
- Coach our members through various activities that drive engagement and optimal health outcomes for our members
- Collaborate with other team members, including nurses and other specialists as needed to address a member's needs
- Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe, according to Well data and security policies and HIPAA guidelines.
- Managed approximately 48 online chats as well as numerous incoming calls, emails and faxes per day from clients.
Medical Customer Service Representative
Revco Solutions
01.2023 - 09.2023
- Following organizational policies and procedures for scheduling appointments, communicating with patients, and updating medical records
- Providing information about treatment options to patients and their families, answering questions about insurance coverage, filing claims, and helping patients navigate the claims process
- Explaining insurance coverage to patients and helping them understand how much clients will have to pay out of pocket for services rendered
- Maintaining confidential medical records for each client in accordance with HIPAA guidelines
- Scheduling appointments with clients based on their availability and preferences, confirming appointments via phone or email, and updating patient files with new information
- Providing customer service to patients by answering questions about insurance coverage, billing issues, and other topics related to medical care
- Training new employees on company policies, procedures, and protocols
- Providing information about location of facilities such as clinics, hospitals, and pharmacies located near patient's home or work
- Taking detailed notes during appointments and recording them in patient's file.
Client Engagement Advocate
Urban Ministries
07.2021 - 06.2022
- Answer phones, doors and questions at the shelter front desk in a manner consistent with UMD shelter guidelines and procedures for intake and operation
- Provide direction and guidance as needed in the event of medical, property, police or other emergencies
- Ensure the accurate recording of bed assignments and maintenance of client files
- Handle prescription medication distribution in a manner that is consistent with agency procedures
- Resolve conflicts with effective use of de-escalation, problem-solving and conflict resolution skills and demonstrate effective and respectful communication with clients who may have mental health or substance abuse challenges
- Provide information on UMD Programs and supportive services offered by partner agencies
- Offer empathy and support while maintaining professional client/staff boundaries and high ethical standards
- Manage sensitive and confidential information in a professional manner
- Serve as a team player who will embrace overall agency goals and promote interdependence with fellow staff members.
- Maintained schedules and calendars for 30 clients, noting deadlines for case management and other important deadlines.
Nanny
Ashleyn Burton
06.2019 - 06.2021
- Cleaning children's living spaces, such as their bedrooms, bathrooms and playrooms
- Preparing meals for children according to their specific needs and taste
- Taking children to all their scheduled activities and appointments, including school, various classes and play dates
- Providing overall environment that enables children to safely learn and play.
Customer Service/Hostess
Uncle Julios
10.2018 - 05.2019
- Act as intermediary between kitchen and restaurant staff
- Monitor the status of each table and provide guests with the menu
- Welcome and lead guests to their tables.
- Supported event planning efforts by assisting in the coordination of private parties and special events held at the restaurant.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
Education
Guilford Technical Community College
Jamestown07.2024
High School Diploma -
Chapel Hill High School
Chapel Hill, NC06.2016
Skills
- Microsoft Office: Word, PowerPoint, Excel, Outlook
- CPT/ICD9-10 Coding
- Medical Terminology
- Leadership
- Organization
- Communication
- Technical Support
- Reconciliation
- Bookkeeping
- Scheduling
- Daily/Monthly Audits
- Customer Service
- Cashier
- Customer service
- Cash register
- Assembly
- POS
- Research
- ICD-9
- Conflict management
- Cash handling
- Medical terminology
- Sales
- Technical support
- Analysis skills
- Front desk
- HIPAA
- Medical records
- Nanny
- Customer support
- Route Navigation
Certification
Driver's License, 01/01/24, 03/01/24
Personal Information
Willing To Relocate: Anywhere
Timeline
Well Guide
Well INC.
11.2023 - 05.2024
Medical Customer Service Representative
Revco Solutions
01.2023 - 09.2023
Client Engagement Advocate
Urban Ministries
07.2021 - 06.2022
Nanny
Ashleyn Burton
06.2019 - 06.2021
Customer Service/Hostess
Uncle Julios
10.2018 - 05.2019
Guilford Technical Community College
High School Diploma -
Chapel Hill High School
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