Sharlett Poindexter
Roanoke,Virginia
Summary
Customer service professional with extensive experience in claims management and denial appeals. Proven track record in enhancing patient account reviews and ensuring efficient insurance payment processing. Strong oral and written communication skills facilitate positive interactions with providers, resulting in improved customer satisfaction.
Overview
21
21
years of professional experience
Work History
Customer Service Rep II
Elevance Health / Anthem LLC
ROANOKE, Virginia
06.2013 - 04.2025
- Receive inbound calls from providers inquiring about claims and receiving benefit information
- Facilitated inquiries to claims dept, finance, and membership for review and adjustments, enhancing claims accuracy.
- Work all lines of business which are local market - PPO, HMO commercial, PHC – personal policies, Blue Host (out-of-state claims), Inmate accounts
- Directed providers to appropriate departments based on prefixes, improving inquiry resolution efficiency.
- Collaborated with VRU team to manage phone and chat inquiries and researched onshore provider requests from submitted forms, ensuring timely responses.
- Anthem needed help in the Carelon Behavior Health Dept / Maryland Medicaid division, was trained to assist this team as well
Medical Billing Specialist
Lewis Gale Physicians LLC
ROANOKE, Virginia
01.2004 - 10.2010
- Appealed Commercial and Medicare denials, successfully securing reimbursements for claims
- Post payments for Medicaid, VA Premier, Commercials, United Health, Tricare, CHAMPVA, Personal policy payments
- Post denials for the A/R teams for all insurances
- Oversaw business office operations, ensuring smooth workflow and effective billing processes
- Credit Team reviewing accounts for collection purposes worked/reviewed all assigned queues daily which were review queues, pay plans, deceased accounts, bankruptcy accounts
- Merged Credit Team with Customer Service, resolving patient issues while managing multiple queues
- Scanned documents, and correspondences into the ISUITE scanning system
- Medical records dept; pulled/replaced charts and filed documents in charts
Education
Courses - Electronic Medical Records
Virginia Western Community College
Roanoke, VA09-2012
Diploma - Medical Billing & Coding
National Business College & Technology
Salem, VA11-2003
Diploma - Data Processing
National Business College & Technology
Salem, VA06-1983
Skills
- Billing experience
- Insurance payment processing
- Appeals management
- Patient account review
- Insurance verification
- Referral management
- Document management
- Microsoft Word and Edge proficiency
- Office technology use
- PC and multi-line telephone skills
- Customer service expertise
- Communication skills
QUALIFICATIONS
- Type 45/wpm-errors 0
- Anatomy / Physiology & Terminology knowledgeable
- 15 years' experience in provider/customer service in billing
- Experience working in the medical records department pulling charts and filing documents in folders
Timeline
Customer Service Rep II
Elevance Health / Anthem LLC
06.2013 - 04.2025
Medical Billing Specialist
Lewis Gale Physicians LLC
01.2004 - 10.2010
Courses - Electronic Medical Records
Virginia Western Community College
Diploma - Medical Billing & Coding
National Business College & Technology
Diploma - Data Processing
National Business College & Technology