Tensi Jenkins
Luray,VA
Summary
Resourceful Support Services Specialist known for high productivity and efficient task completion. Specialize in technical support, client communication, and problem-solving strategies. Excel in teamwork, adaptability, and effective communication, ensuring seamless service delivery and operational excellence.
Overview
21
21
years of professional experience
Work History
Support Services Specialist
Parallon HCA Healthcare
03.2020 - Current
- Company Overview: Support Services Specialist at Parallon
- Full-time
- Perform research and correspondence functions to assist with follow-up to customer inquiries received by email, fax or mail regarding patients accounts and disputes
- Assist with training of new staff while utilizing tools
- Support Services Specialist at Parallon
- Full-time
HCM Benefit Specialist
Infinisource, LLC
Charlotte, North Carolina
01.2019 - 03.2020
- Respond accurately to customer inquiries in a timely manner with a high degree of professionalism
- Use probing questions to fully uncover the customer needs
- Use the 'leave no stone unturned' philosophy in all communications
- Participate in Cobra, Insurance Open Enrollment
- Schedule and conduct follow up on unresolved issues
- Accurately complete all assigned tasks
Case Manager
CareMetx
Bethesda, MD
01.2017 - 04.2018
- Act as single point of contact and voice for all providers, patients and product/sales team
- Serve as a patient advocate and enhances the collaborative relationship between the payer, Healthcare Provider and patient
- Also aided physician office staff and patients to complete and submit all necessary insurance forms and program application in a timely manner
- While providing exceptional customer service to internal and external customers to resolves any customer request in a timely and accurate manner, escalates complaints accordingly
Benefits Specialist & Reimbursement Specialist
AmerisourceBergen
Charlotte, North Carolina
10.2012 - 07.2013
- Collects and reviews all patient insurance benefit information to the degree authorized by the SOP of the program
- Provides assistance to physician office staff and submit all necessary insurance forms and program applications
- Provides exceptional customer service to internal and external customers; resolves customers request in a timely and accurate manner; escalates complaints accordingly
- Maintains frequent phone contact with provider representatives, third party representatives, pharmacy staff and case managers
- Processes any necessary insurance and patient correspondence
Credit and Activation Representative
Simplexity
Reston, VA
08.2011 - 08.2012
- Support Credit and Activation department for overall expected goals in a PCI environment
- Perform daily assignments and work towards individual goal that was given by management
- Process credit applications and activate orders for Verizon customers while using the Eroes system
- Investigate and resolve problems, complaints and escalation through research and available resources, while assisting and advising staff members in problem resolution
- Process orders or solve issues with carrier representative, and customers with on-line Chat
- Demonstrated ability to identify performance weakness, plan and develop strategies to correct deficiencies to ensure optimal performance
Customer Service Representative
Convergys/Comcast Cable
Matthews, NC
10.2010 - 07.2011
- Handled incoming phone calls from customer regarding their Comcast Cable account in a call center environment, while providing excellent customer service with first call resolution
- Resolve issues and customer complaints by using procedures and guidelines while maintaining knowledge of client products and services such as Video, Internet and Phone by communicating the features and benefits of each
Benefits Specialist
Appleone-Hewitt
10.2009 - 06.2010
- Handle incoming calls in a Call Center environment from Clients, third party providers and Employees regarding their benefits
- Process Health and Welfare, Retirement and Savings, Leave of Absence and Cobra Benefits for Employees
- Research and follow up on any employees, and Client inquiries while navigating a window-based environment using People Soft and Siebel databases
Infant and Girls Merchandise Supervisor
Walmart
02.2008 - 03.2009
- Contribute to the achievement of the Girls-Wear and Infant departments financial goals by monitoring and evaluation the performance of the departments and implementing plans to achieve objectives
- Completed all aspects of the Infants and Girls department which included attending meetings, interviewing potential employees, reviewing reports for merchandise orders and sales information, examine trends and seasonal influences and planning the order of needed merchandise for the departments
- Support and encourage Open Door Policy by creating a positive, productive and engaging environment for all employees
Customer Service Reservation
Air Tran Airways
03.2007 - 11.2008
- Handle incoming calls associated with passenger inquiries with the purpose of booking reservations with AirTran Airlines
- Answered questions regarding schedule of flights, fares or reissue of tickets
- Accurately answer questions regarding FAA regulations and procedure to ensure the customer an excellent travel experience
Research Support Desk Supervisor
Independence Airlines
Dulles, VA
04.2004 - 09.2005
- Serve primarily as a Senior resource for Internal Customers and outsource stations
- Provided information regarding FAA policies and airline procedures to call center and all airport employees of Independence Airlines
- Initiated and conducted training classes regarding the research support desk procedures and policies to new hires
- Handle all escalated calls related to customer service and travel issues from all of Independence Airlines Call Centers and airport staff
- Process and performed employees performance and quality assurance evaluations, and all reports in regards to employee status and scheduling needs of the call center
Education
Associate of Arts - Paralegal Studies
York Technical College
Rock Hill, SC05-2014
Training - Administrative Assistance And Secretarial Science
United States Army
Fort Belvoir, VA01-1993
Skills
- Time Management
- Organization Skills
- Call Center Administration
- Critical Thinking
- Workload Management
- Remote Support
- Follow-up skills
- Attention to Detail
- Client Assistance Referrals
- Case Management
- Collaboration and Teamwork
- Customer Service
- Relationship Building
- Problem-solving aptitude
- Medical Records Review
- Case File Management
- Conflict Resolution
- Medical Terminology
- Multitasking
- Analytical Skills
- Confidentiality Practices
Timeline
Support Services Specialist
Parallon HCA Healthcare
03.2020 - Current
HCM Benefit Specialist
Infinisource, LLC
01.2019 - 03.2020
Case Manager
CareMetx
01.2017 - 04.2018
Benefits Specialist & Reimbursement Specialist
AmerisourceBergen
10.2012 - 07.2013
Credit and Activation Representative
Simplexity
08.2011 - 08.2012
Customer Service Representative
Convergys/Comcast Cable
10.2010 - 07.2011
Benefits Specialist
Appleone-Hewitt
10.2009 - 06.2010
Infant and Girls Merchandise Supervisor
Walmart
02.2008 - 03.2009
Customer Service Reservation
Air Tran Airways
03.2007 - 11.2008
Research Support Desk Supervisor
Independence Airlines
04.2004 - 09.2005
Associate of Arts - Paralegal Studies
York Technical College
Training - Administrative Assistance And Secretarial Science
United States Army
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