Tameka Bennett
Summary
Experienced and knowledgeable work from home customer service professional for over 5 years. Known for stepping in and assisting with training and onboarding. Over 15 years of overall customer facing roles. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Rep (Workplace Solutions)
Mutual Of Omaha
05.2024 - Current
- Handle insurance inquiries from claimants, policyholders, brokers, physician offices, attorneys regarding implementation, enrollment, billing, and claim statues.
- Conduct telephonic intakes and build online claims for the filing of short term disability, long term disability, accident, hospital indemnity, critical illness, life, and long term care claims while working with Benefits Claims Specialist and other departments. Explain each policyholders benefits to their claimants
- Investigate, analyze, and resolve callers issues efficiently and effectively to ensure positive experiences. Verify and confirm ICD 10 codes. Protecting all HIPPA, PHI, and sensitive information
- Working in a fast-paced environment while multitasking and remaining in constant communication via live chat, phone, email. Assit customer with resolving online issue, submitting tickets, troubleshooting, and assisting with online registration.
Customer Service Self Pay & Insurance Specialist I
Baptist Health
10.2022 - 05.2024
- Served as first point of contact for fast paced, high volume inbound and outbound calls to resolve patient, guarantor account and insurance billing concerns
- Created and generated electronic forms requesting patient documents. Coordinated the collection and processing of patient, guarantor copays, co-insurance, deductibles, or open balances. Collected and managed patient eligibility documents
- Reviewed and validated insurance information, ICD 10 codes, billing inquiries, claims, policies to ensure compliance with existing regulations
- Reviewed, resolved, and responded promptly to inquiries from patients, guarantors, insurance companies, and other healthcare providers via phone, live chat, email
Collector III/Senior Account Manager
ADT
12.2020 - 11.2022
- Verified customer account balances, processed payments accordingly, investigated disputed claims and made appropriate adjustments when necessary, analyzed customer payment histories to determine eligibility for special payment plans or discounts
- Oversaw multiple accounts, daily collections, accounts receivable activities, and developed robust strategies to maximize collections, reduce aged accounts and initiated daily high volume outbound calls to customers to notify of delinquent debt, pursue payments, remind of obligations, discuss default procedures, processed payments over phone and set up recurring drafts
- Resolved customer complaints in a timely manner, managed multiple accounts simultaneously while meeting deadlines, upselling, sales, served as last line of defense to retain customers
- Used excellent communication skills to engage customers in conversation and effectively determine needs and requirements
Education
Criminal Justice
Florida International University
Miami, FLCriminal Justice
Miami Dade College
Miami, FLSkills
- Claims processing
- Insurance verification
- Policy explanation
- ICD 10 coding
- HIPAA compliance
- Billing dispute resolution
- Effective communication
- Critical thinking
- Time management
- CRM system proficiency
- Multitasking and organization
- Data entry
- Microsoft Excel
- Microsoft outlook
- Zendesk
- Salesforce
Timeline
Customer Service Rep (Workplace Solutions)
Mutual Of Omaha
05.2024 - Current
Customer Service Self Pay & Insurance Specialist I
Baptist Health
10.2022 - 05.2024
Collector III/Senior Account Manager
ADT
12.2020 - 11.2022
Criminal Justice
Florida International University
Criminal Justice
Miami Dade College