Stephanie L. Jefferson
Rockledge,FL
Summary
Proven to excel in high-pressure environments, I leveraged my strong work ethic and exemplary customer service skills at Blue Cross Blue Shield of Illinois to enhance process efficiency and customer satisfaction. My adeptness with Microsoft Office and quick learning ability have consistently driven project success, embodying a results-driven approach with a focus on achieving tangible improvements.
Overview
21
21
years of professional experience
Work History
Server
Twisted Tides
04.2024 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Food Runner
Zarrella's Italian and Woodfire Pizza
08.2023 - 03.2024
- Handled high-pressure situations calmly and professionally in fast paced restaurant.
- Improved customer satisfaction by promptly delivering food orders to tables and maintaining communication with kitchen staff.
- Greeted customers and provided outstanding customer service.
- Collaborated with the kitchen staff to ensure accuracy of orders, minimizing order errors and complaints.
- Collaborated with kitchen team to correct any order discrepancies, ensuring customer satisfaction.
- Back up for orders to go
Claims Examiner - Remotely
Allianz Partners
05.2022 - 10.2023
- Handled sensitive information for Bankcard clients of banks such as Chase, Bank of America, Citibank, ect., with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Researched claims and incident information to deliver solutions and resolve problems.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
- Assisted in the development of training materials for new Claims Examiners, fostering a supportive learning environment.
- Assisted with special projects
Customer Service Representative - Remotely
Allianz Partners
09.2021 - 05.2022
- Working remotely for Bankcard customers, I managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website on how to file a claim and what documents are needed.
Customer Service Representative - Remotely
KForce
08.2020 - 01.2021
- Taking inbound calls for DEO(Department of Economic Opportunity), managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for assistance filing their unemployment claims.
Patient Service Specialist - Per Diem
Open MRI of Rockledge
07.2018 - 02.2020
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
Customer Service Representative - Seasonal
Adecco
10.2019 - 01.2020
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Assisted customers in taking orders over the phone for nine different cosmetic companies such as MAC, L'Oreal, ect.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers with tracking packages not received.
Patient Service Specialist
Health First Medical Center
02.2017 - 06.2018
- Working for spine Surgeon, educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, tests to be completed before surgery.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Communicated with insurance to obtain authorizations for surgery.
- Back up to front desk, taking inbound calls and scheduling appointments, collecting payments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
Patient Service Specialist
Health First Medical Center
06.2015 - 02.2017
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Ensured accuracy of patient demographic information through regular audits of electronic health records systems.
- Scheduled appointments with specialists on behalf of clients.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Verified insurance coverage and obtained pre-authorizations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Revenue Cycle Specialist
Health First Medical Center
02.2015 - 06.2015
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
- Identified and resolved payment issues between patients and providers.
IT QA Analyst
Blue Cross Blue Shield of Illinois
04.2011 - 03.2014
- Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
- Supported timely project completion through efficient prioritization and execution of test tasks.
- Enhanced trainee engagement through interactive workshops and hands-on activities, creating documents of processes.
Jr Test Analyst
Blue Cross Blue Shield of Illinois
12.2008 - 04.2011
- Consistently met deadlines for test case preparation and execution, contributing to overall project success within tight timeframes.
- Increased process transparency by updating stakeholders on progress via regular reports detailing test coverage metrics and defect trends over time, showcasing tangible improvements in software quality.
- Delivered high-quality products by adhering to industry-standard testing methodologies such as Agile during project execution phases.
- Collaborated with development team to identify and resolve software issues, improving product functionality.
Technical Business Specialist II
Blue Cross Blue Shield of Illinois
09.2006 - 12.2008
- Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects.
- Responsible for creating written test plans from business requirements, test scripts and executing using IBM Rational Manual Tester.
- Collaborated with cross-functional teams to achieve project goals on time.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
Technician
Blue Cross Blue Shield of Illinois
03.2005 - 09.2006
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Researched claims and incident information to deliver solutions and resolve problems.
- Assisted in the development of training materials for new Claims Examiners, fostering a supportive learning environment.
Claims Examiner
Blue Cross Blue Shield of Illinois
12.2003 - 03.2005
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Researched claims and incident information to deliver solutions and resolve problems.
- Protected patient privacy by adhering to HIPAA regulations and maintaining strict confidentiality protocols.
Claims Processor
Blue Cross Blue Shield of Illinois
06.2003 - 12.2003
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
- Provided guidance and support to staff on all matters related to HIPAA compliance, improving overall adherence to the law.
Education
High School Diploma -
Hammond High School
HammondNo Degree - Communications
Community College of Southern Nevada
Henderson, NVSkills
- Strong Work Ethic
- Exemplary customer service
- Working knowledge of all Microsoft Office Products
- Ability to meet challenges, learn quickly and handle large-scale projects
- College courses in public speaking also member of Toastmasters
Recognitions
- 2023 - STAR Award - Allianz Partners
- 2011 - SNAP (Special Nomination Award Program) Award - for good service to others in Data Acquisition and Training - BCBS of IL
- 2010 - SNAP Award - BCBS of IL
- 2009 - SNAP Award - for efforts on RTA/MLE Project - BCBS of IL
- 2007 - SNAP Award - for efforts on EEP project - BCBS of IL
- 2006 - FSU Award - FSU contact of the month BCBS of IL
Timeline
Server
Twisted Tides
04.2024 - Current
Food Runner
Zarrella's Italian and Woodfire Pizza
08.2023 - 03.2024
Claims Examiner - Remotely
Allianz Partners
05.2022 - 10.2023
Customer Service Representative - Remotely
Allianz Partners
09.2021 - 05.2022
Customer Service Representative - Remotely
KForce
08.2020 - 01.2021
Customer Service Representative - Seasonal
Adecco
10.2019 - 01.2020
Patient Service Specialist - Per Diem
Open MRI of Rockledge
07.2018 - 02.2020
Patient Service Specialist
Health First Medical Center
02.2017 - 06.2018
Patient Service Specialist
Health First Medical Center
06.2015 - 02.2017
Revenue Cycle Specialist
Health First Medical Center
02.2015 - 06.2015
IT QA Analyst
Blue Cross Blue Shield of Illinois
04.2011 - 03.2014
Jr Test Analyst
Blue Cross Blue Shield of Illinois
12.2008 - 04.2011
Technical Business Specialist II
Blue Cross Blue Shield of Illinois
09.2006 - 12.2008
Technician
Blue Cross Blue Shield of Illinois
03.2005 - 09.2006
Claims Examiner
Blue Cross Blue Shield of Illinois
12.2003 - 03.2005
Claims Processor
Blue Cross Blue Shield of Illinois
06.2003 - 12.2003
High School Diploma -
Hammond High School
No Degree - Communications
Community College of Southern Nevada
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