Shanquet McCray
Atascocita
Summary
Personable and empathetic individual with strong communication and problem-solving abilities. Well-versed in healthcare procedures and adept at handling patient inquiries and managing healthcare information systems. Goal is to make a positive impact by delivering exceptional customer service and ensuring patient satisfaction. Skills and dedication focused on providing the highest level of care and support to those in need.
Overview
14
14
years of professional experience
Work History
Data Entry Manager
Seatech Solutions LLC
09.2022 - Current
- Provides secure messaging via chat
- Follow all HIPPA guidelines
- Responds to needs of customers via chat (typing85 wpm)
- Identify and separate mail according to procedural guidelines
- Scan processed documents (verify quality and content)
- Perform electronic indexing if necessary
- Box scanned documents for storage and safekeeping
Healthcare Customer Service Representative
Fortuna BMC Temp Agency
01.2011 - 07.2022
- Communicated efficiently with customers through chat at a typing speed of 85 wpm.
- Directed chats to relevant departments.
- Diagnosed and resolved various work issues swiftly.
- Maintain strict adherence to corporate procedures.
- Exhibited superior written communication proficiency.
- Validated and updated customer files regularly.
- Ensured accuracy and precision in every assignment.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Posted payments to accounts and maintained records.
- Generated reports to track insurance verifications and claim progress.
- Conducted regular training sessions for new staff on best practices in insurance verification.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.
- Created user accounts and assigned permissions.
- Streamlined benefits enrollment procedures for increased accuracy and reduced processing times.
- Observed strict procedures to maintain data and plan participant confidentiality.
Education
A.A.S - Liberal Arts & Humanities
Houston Community College
05.2022
Skills
- Microsoft/ Windows Systems
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Call center high volume
- Data entry proficiency
- Medical billing
- Policy adherence
- EHR management
- Strong interpersonal skills
- Customer service
- Data entry
- Team leadership
- Payment processing
- Financial procedures adherence
- Phone and email etiquette
- Eligibility determination
Awards
Employee of the Month ( August2018 ), Customer’s Survey Satisfaction (2021), Customer Service Agent to Succeed (2023)
Timeline
Data Entry Manager
Seatech Solutions LLC
09.2022 - Current
Healthcare Customer Service Representative
Fortuna BMC Temp Agency
01.2011 - 07.2022
A.A.S - Liberal Arts & Humanities
Houston Community College
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