Tara Brown
Atlanta,,GA
Summary
Hard-working Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Team Lead
Rhode Island Energy
05.2024 - Current
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Claims Representative
Priority Health
10.2023 - 06.2024
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Developed in-depth understanding of insurance policies and procedures.
Insurance Verification Specialist
Priority Health
10.2023 - 06.2024
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Coordinated with care teams across various departments to ensure seamless integration of verified coverage information into overall treatment planning.
- Posted payments to accounts and maintained records.
Customer Service Chat Representative
Sitel
11.2022 - 05.2024
- Handled over 50 inbound customer chat conversations and 60 emails daily
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- 100% QA scores
- Stayed current on changing tax laws and regulations to provide the most accurate advice to clients.
- Handled complex tax situations for clients with multiple income streams and investments, navigating intricate tax laws with ease.
Seasonal Benefit Verification Specialist
Michigan School Systems
09.2023 - 12.2023
- Provided exceptional customer service by addressing patient concerns regarding coverage and out-of-pocket expenses.
- Improved patient satisfaction by accurately verifying benefits and providing timely responses to inquiries.
- Increased accuracy in data entry through meticulous attention to detail when inputting patient demographics and insurance information into the system.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into their member portal
Data Entry Clerk
Iqor
02.2020 - 06.2021
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Followed established procedures to enter and process data correctly.
- Streamlined invoice processing, ensuring timely payments and financial record accuracy.
Receptionist/Medical Biller and Coder
Kidz Tooth Zone
05.2019 - 03.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Reduced claim denials through meticulous verification of patient eligibility and coverage benefits prior to claim submission.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Correctly coded and billed dental claims
Education
High School Diploma -
Rockledge High
Rockledge, FL05-2007
Skills
- Basic math
- Answer phones and handle customer concerns
- Highly reliable
- Outstanding customer service
- Sales expertise
- Inbound and Outbound Calling
- Credit Card Payment Processing
- 30 wpm Typing Speed
Contact
Atlanta, GA
Timeline
Customer Service Representative Team Lead
Rhode Island Energy
05.2024 - Current
Claims Representative
Priority Health
10.2023 - 06.2024
Insurance Verification Specialist
Priority Health
10.2023 - 06.2024
Seasonal Benefit Verification Specialist
Michigan School Systems
09.2023 - 12.2023
Customer Service Chat Representative
Sitel
11.2022 - 05.2024
Data Entry Clerk
Iqor
02.2020 - 06.2021
Receptionist/Medical Biller and Coder
Kidz Tooth Zone
05.2019 - 03.2020
High School Diploma -
Rockledge High
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