Talisa Mack
Chapin,SC
Summary
Dynamic customer service professional with extensive experience at Columbia Nephrology Associates, excelling in EPIC charting and HIPAA compliance. Proven ability to enhance patient satisfaction through empathetic communication and meticulous attention to detail. Adept at claims processing and insurance verification, ensuring accuracy and efficiency in a fast-paced environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Columbia Nephrology Associates
Columbia, S, SC
01.2024 - 03.2025
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of patient interactions, transactions and comments for future reference.
- Answered patient inquiries via phone, email, and chat. Utilized Epic.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Representative
Lexington Medical Center
West Columbia, SC
12.2022 - 04.2024
- Provided exceptional customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Engaged with customers in an empathetic and professional manner at all times.
- Verified insurance eligibility for patients prior to scheduling appointments or procedures.
- Entered patient data into electronic health records accurately and efficiently.
- Processed payments from patients for copayments or other fees related to their care.
- Updated customer accounts, addresses and contact information within call management databases.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Medical Claims Processor
Humana
Columbia, SC
12.2020 - 11.2022
- Identified potential fraud cases based on analysis of submitted claims data and escalated accordingly.
- Reviewed medical claims for accuracy and completeness, verifying patient eligibility and coding.
- Processed a high volume of claims on a daily basis using established time frames.
- Provided assistance in training new staff members as needed.
- Reviewed claims for accuracy before submitting for billing.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Assisted new policyholders with processing claims.
Team Leader
Food Lion
Columbia, SC
08.2018 - 11.2020
- Provided coaching and feedback on employee performance.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Maintained a positive work environment that promoted collaboration between team members.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Performed daily opening and closing procedures for the register area.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Trained new cashiers on proper use of registers and store policies.
- Processed refunds and exchanges according to company policy.
- Assisted cashiers with resolving customer complaints and inquiries.
- Greeted customers and provided friendly customer service.
Education
High School Diploma -
Lower Richland High School
Hopkins, SC05-2020
Skills
- Customer service
- EPIC charting
- Insurance verification
- Medical terminology
- Data entry
- Claims processing
- HIPAA compliance
- Multi-task management
- Attention to detail
- Microsoft Word, Excel, Office
Certification
- PCT 6474
- BLS certificate/CPR
Timeline
Customer Service Representative
Columbia Nephrology Associates
01.2024 - 03.2025
Customer Service Representative
Lexington Medical Center
12.2022 - 04.2024
Medical Claims Processor
Humana
12.2020 - 11.2022
Team Leader
Food Lion
08.2018 - 11.2020
High School Diploma -
Lower Richland High School