Sheniqua Wilson

• Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
• Efficiently supervised filing, sorting and handling incoming and outgoing mail.
• Tracked records, filed documents, and maintained communication between clients to manage office activities.
• Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
• Process payments handled cash flow

• Stayed calm under pressure to and successfully dealt with difficult situations.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Provided excellent customer service to patients and medical staff.
• Answered incoming calls, scheduled appointments and filed medical records.
• Greeted and assisted patients with check-in procedures.
• Followed document protocols to safeguard confidentiality of patient records.
• Verified patient insurance eligibility and entered patient information into system.

• Adhered to standards of quality and service as well as all compliance requirements.
• Set up new customer accounts and updated existing profiles with latest information.
• Analyzed financial data and generated accurate, insightful reports for management.
• Reconciled customer accounts and identified discrepancies for further investigation.
• Resolved complex billing and payment issues for balanced, accurate accounts.
• Prepared and submitted timely invoices, statements and payment reminders for customers.
• Reviewed account activity to assess financial status and evaluate discrepancies.
• Processed payments setup payment plans

• Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Educated and engaged patients with new member benefits products and services.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Explained EOB
• Explained Medicaid and Medicare benefits offered with plan
• Processed plan payments via pos system
• Viewed claims and pre-auth

Verify Insurance Schedule Appointments (varies physician NextGen) Processing Payments
• Received patient deductibles, co-pay amounts and discussed options to satisfy remainder of patient financial obligations
• Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services
• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
• Outbound welcome calls
• Verified Medical Records Managed referrals (outgoing/incoming)
• Update any forms at check-in Schedule follow-up visits and send out any needed referral requested by physician.

• Supervised in providing excellent customer service to callers requiring assistance.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Developed process controls and metrics for daily management of call center.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Trained and coached sales team members on best practices for customer service and sales techniques.
• Communicated customer feedback and complaints to team members to promote proper resolution.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained inventory of office supplies and placed orders.
• Liaised between clients and vendors and maintained effective lines of communication.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Assisted coworkers and staff members with special tasks on daily basis.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.