Shenice Walker
Saginaw,MI
Summary
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 and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
WPS Health Solutions
Madison,WI (Remote)
03.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained confidentiality of patient finances, records, and health statuses.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Calculated adjustments, premiums and refunds.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Followed up with customers on unresolved issues.
- Managed over 50 customer calls per day
- Participated in team meetings and training sessions to stay informed about contract updates and changes
Health customer representative
Morley Companies, Inc
Saginaw,MI(Remote)
12.2020 - 06.2021
- Answering calls from members and providers to go over insurance information including claims and accumulations.
- Sent letters to providers and members regarding claims, explanation of benefits and payments.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained confidentiality of patient finances, records, and health statuses.
- Worked well in team settings, providing support and guidance.
Patient Service Representative
MedData
Grand Rapids, MI
04.2018 - 09.2018
- Contacted patients to obtain or relay account information.
- Handled complaints, settling disputes, and resolving patient accounts.
- Exceeded expectations on audits when dealing with difficult patients by making sure all accounts were resolved.
- Resolved billing inquiries and disputes in timely fashion.
- Balanced deposits and credit card payments each day.
- Provided excellent customer service to patients and medical staff.
- Took copayments and compiled daily financial records.
- Investigated insurance claims denials and appeals.
Environmental Services Technician
Spectrum Health, Butterworth
Grand Rapids, MI
12.2015 - 06.2017
- Maintained patient rooms, guest areas, and other hospital spaces in cleanliness and sterilization for infection control
- Updated and managed computerized system to track progress and meet daily metric goals
- Adhered to all safety and handling guidelines, following MSDS protocols for proper handling and storage of hazardous materials.
- Maintained patient and hospital confidentiality.
- Responded to emergency sanitation needs in prompt and professional manner, alerting hazmat professionals in alignment with OSHA requirements.
- Mixed, used, and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
- Cleaned certain pieces daily and maintained weekly, monthly, and semi-annual procedures for less critical lines.
- Cleaned on average 10-15 rooms per day.
Machine Operator
Plasan Carbon Composites
06.2015 - 12.2015
- Effectively communicate any machinery issues to maintenance team.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Inspected finished products for quality and adherence to customer specifications.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Complied with company and OSHA safety rules and regulations.
- Met production targets and tight deadlines by collaborating closely with team members.
Nursing Assistant
Diversified Medical Staffing
Grand Rapids,MI
05.2014 - 05.2015
- HIPPA Compliance and patient confidentiality
- Communicate all patient issues quickly to appropriate staff
- Basic medical terminology utilization.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Documented care actions by completing records and logs in medical software system.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
Dietary Aide
Holland Home
Grand Rapids, MI
04.2011 - 04.2014
- Provide excellent customer service to residents at all times ensuring efficiency and care
- Communicate any resident dietary concerns to appropriate staff
- Uphold all ServSafe standards while meeting HIPAA compliance.
- Upheld efficiency of meal services by pre-setting tables before patients arrived.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Followed all food safety regulations while preparing meals for patients.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Monitored food safety and sanitation standards in food service areas.
Education
Certification - Computer Tech Support
Martinsburg College
Martinsburg, WV07.2023
Certificate in Medical Coding - M
WMCAT
06.2020
Skills
- Computer Proficiency
- Conflict Resolution
- Customer Data Confidentiality
- Professional telephone demeanor
Timeline
Customer Service Representative
WPS Health Solutions
03.2022 - Current
Health customer representative
Morley Companies, Inc
12.2020 - 06.2021
Patient Service Representative
MedData
04.2018 - 09.2018
Environmental Services Technician
Spectrum Health, Butterworth
12.2015 - 06.2017
Machine Operator
Plasan Carbon Composites
06.2015 - 12.2015
Nursing Assistant
Diversified Medical Staffing
05.2014 - 05.2015
Dietary Aide
Holland Home
04.2011 - 04.2014
Certification - Computer Tech Support
Martinsburg College
Certificate in Medical Coding - M
WMCAT