Stherlande Faustin
Summary
Detail oriented Revenue Cycle and Customer Service professional with over 2 years of experience in healthcare claims, billing resolution, and patient support in remote roles. Adept in insurance verification, CPT/ICD code familiarity, HIPAA compliant documentation, and cross-functional collaboration to resolve claim errors and billing inquiries. Proven success in improving resolution times, maintaining high KPIs, and enhancing patient satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Remote Customer Experience Associate
Magellan Health
09.2024 - Current
- Supporting members and providers concerning programs, policies, and procedures. Handling calls related to healthcare benefits and preparing intake documentation.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Worked diligently to meet or exceed KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience
Remote Customer Service Representative
Alorica
07.2022 - 01.2024
- Processed claims for prescription medication in a high-volume call position, handling 50 to 80 calls daily. Collaborated with Medicare Part D plans to complete prior authorizations.
- Met customer call guidelines for service levels, handle time, and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection, and managing ordering functions.
- Educated customers on billing, payment processing, and support policies and procedures.
Cashier / Salesfloor Representatives
Walmart
07.2020 - 02.2022
- Organization of products to simulate sales flow,taking inventory, and preparing displays of products.
- Assisted customers with returns, refunds and resolving transaction issues.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
BBA - Logistics And Supply Chain Management
Georgia Highlands College
Rome, GA05-2026
AS - Business Administration
Georgia Highlands College
Rome, Georgia12.2024
Skills
- Effective communication
- Adaptability to change
- Strategic planning
- Analytical Thinking
- Proficient in Microsoft Word
- Proficient in Microsoft Outlook
- Proficient in Microsoft Excel
- Proficient in Microsoft Powerpoint
- Strong Work Ethic
- Effective collaborator
Certification
- American Heart Association - BLS provider (CPR/AED) Certified Jul 2024
Timeline
Remote Customer Experience Associate
Magellan Health
09.2024 - Current
Remote Customer Service Representative
Alorica
07.2022 - 01.2024
Cashier / Salesfloor Representatives
Walmart
07.2020 - 02.2022
BBA - Logistics And Supply Chain Management
Georgia Highlands College
AS - Business Administration
Georgia Highlands College
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