Sherebia Dembry Turner
Houston,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offering a strong background in customer relations and communication.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Anthem, Inc.
02.2021 - 11.2023
- Handle telephone and written inquiries
- Assist Members with benefits, claims, payments, premium information, and setting appointments
- Assisted providers with eligibility, benefits, referrals, and authorizations
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
- Helped a large volume of customers every day with a positive attitude, focusing on customer satisfaction.
Member Service Representative
Texas Children's Health Plan
08.2019 - 02.2021
- Outbound call center to current members who participate with Chip, Star, and Medicaid, to confirm they comply with Medicaid guidelines.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Service Representative
Teleperformance
07.2018 - 07.2019
- Assist Customers with billing or plan changes
- Process payments
- Offer technical support for device/network issues
- Offer New and additional lines of service and/or products
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Member Service Representative
Cigna - Healthspring
11.2017 - 05.2018
- Assisted members with plan change and enrollment questions
- Start and/or check status of referrals and authorization
- Discussed member's benefits and/or explained EOB's and billing statements
- Verified insurance eligibility with providers
Customer Service Representative II/Mentor
Acclara Solutions, LLC.
09.2014 - 11.2017
- Provide patient friendly customer service. Review and interpret patient statements.
- Identify contractual and administrative adjustments, outbound dialing on self-pay accounts
- Knowledgeable of EOB's, CPT, ICD-9 codes, HCFAs, UB04's authorization and referrals.
- Mentor new hires, assist them in client specific training prepare new hires for taking calls and meeting quality and production goals.
Education
Diploma -
Westfield High School
01.2009
Skills
- Certified Medical Assistant
- Client support
- Customer service representative
- Customer Care
- CSR
- Customer Support
- Network configuration support
- Insurance eligibility verification
- Medical Records
- Patient Care
- Experience with ICD-9 coding systems
- ICD-10 coding
- Medical Coding
- Knowledge of clinical terminology
- Medical Scheduling
- Efficient data input
- Patient care coordination experience
- HIPAA compliance knowledge
- Medical coding expertise
Assessments
- Call Center Customer Service — Highly Proficient
- July 2019
- Measures a candidate's ability to demonstrate customer service skills in a call center setting.
- Full results: Highly Proficient
- Basic Computer Skills: PC — Proficient
- Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.
- Full results: Proficient
- Attention to Detail — Proficient
- Identifying differences in materials, following instructions, and detecting details among distracting information.
- Customer Focus & Orientation — Highly Proficient
- Responding to customer situations with sensitivity.
- Medical Billing — Familiar
- Understanding the procedures and forms used for medical billing.
- Full results: Familiar
- Electronic Medical Records: Best Practices — Completed
- Knowledge of EMR data, associated privacy regulations, and best practices for EMR use.
- Full results: Completed
- Customer focus & orientation — Highly Proficient
- December 2020
- Responding to customer situations with sensitivity
- Call center customer service — Proficient
- Applying customer service skills in a call center setting
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Timeline
Member Service Representative
Anthem, Inc.
02.2021 - 11.2023
Member Service Representative
Texas Children's Health Plan
08.2019 - 02.2021
Customer Service Representative
Teleperformance
07.2018 - 07.2019
Member Service Representative
Cigna - Healthspring
11.2017 - 05.2018
Customer Service Representative II/Mentor
Acclara Solutions, LLC.
09.2014 - 11.2017
Diploma -
Westfield High School