Ste'Veia Bowens
Dallas
Summary
Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers.
Overview
13
13
years of professional experience
Work History
Advocate4Me Rep
United Healthcare, UHG
11.2015 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Verified patient insurance coverage and benefits for medical claims.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
Customer Service Lead
Humana
10.2010 - 04.2015
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
Education
Associate of Science - Nursing
Dallas College
Dallas, TX03.2025
High School Diploma -
Texas Success Academy
Arlington, TX10.2019
Skills
- Market Research
- Customer Support
- Records Management
- Technical Troubleshooting
- Medical Terminology
- Patient Rapport
- Prior Authorization Processing
- Documentation and Correspondence
- Medical Billing
- Payment Negotiation
- Claims Investigation
- Needs Assessment
- Scheduling
- Account Updating
- Product Knowledge
- Prior Authorization
- Problem Solving
Timeline
Advocate4Me Rep
United Healthcare, UHG
11.2015 - Current
Customer Service Lead
Humana
10.2010 - 04.2015
Associate of Science - Nursing
Dallas College
High School Diploma -
Texas Success Academy
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