Tonnisha Marson
Fort Lauderdale,FL
Summary
Dynamic Patient Care Assistant and Customer Service Specialist with a proven track record at The Cigna Group, enhancing customer satisfaction and streamlining healthcare operations. Expert in interdepartmental collaboration and CRM software, I've significantly improved service delivery by 98%. Skilled in bilingual communication and problem-solving, I excel in fast-paced environments, driving quality assurance and patient care excellence.
Overview
6
6
years of professional experience
Work History
Patient Care Assistant (PCA) | Work From Home
The Cigna Group
07.2023 - 04.2024
- Maintained accurate records of patient care services provided.
- Answered call lights promptly to ensure timely response to patient needs.
- Collaborated with various operational departments to investigate and resolve issues with mail orders and claims, ensuring timely responses to members.
- Managed incoming and outgoing calls from members, providers, and physicians, addressing inquiries about pharmacy benefits while meeting productivity standards and performance guarantees.
- Maintained thorough documentation to enhance customer service processes and mitigate legal risks.
- Identified and escalated patient and client concerns appropriately to facilitate prompt resolution.
- Supported medical billing staff by clarifying and verifying details of insurance coverage with private or government carriers.
- Tracked physician referrals and provided necessary details to billing staff.
Customer Service Representative
Chat Support | Remote
02.2020 - 10.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Account Receivable Specialist
Sanitas Medical Center
Boynton Beach
12.2022 - 07.2023
- Reviewed and verified accuracy of invoices and account balances.
- Processed payments, refunds and adjustments to customer accounts.
- Analyzed customer payment trends and credit worthiness.
- Processed accounting receivables and incoming payments in compliance with financial policies and procedures.
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivables.
- Prepared bills receivable, invoices, and bank deposits.
- Reconciled the accounts receivable ledger to ensure all payments were accounted for and properly posted.
- Facilitated payment of invoices due by sending bill reminders and contacting clients.
- Generated financial statements and reports detailing accounts receivable status.
Customer Service Representative
MD Now Urgent Care
Fort Lauderdale, FL
04.2018 - 01.2020
- Maintains frequent phone contact with provider representatives, third party
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- customer service representatives, pharmacy staff and case managers.
- Maintains exceptional service and integrity with customers and client accounts through accurate, timely, relevant, and quality work efforts of all inventories assigned to the self-pay billing revenue cycle and call center.
- Working knowledge of Protected Health Information (HIPPA).
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Billing claims to the appropriate party.
- Timely follow up with patients, Respond to customer inquiries in confident, timely and accurate manner.
- Answer inbound customer/client requests or inquiries concerning services.
- products, billing, equipment, claims, and report problem area.
- Experience working in high volume customer service environment, Can organize and handle calls with speed and accuracy, work with complex computer applications and resource materials.
- Insurance Verification.
- Responsible for managing the accuracy of facility billing, private pay prescriptions, and supplies.
- Track and maintain the total accounts receivable for the facility and private pay.
- Working closely with the referral department.
Customer Service Representative Team Lead
Fusion BPO Services
Boca Raton, FL
01.2018 - 12.2019
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Resolved escalated customer complaints in a timely manner.
- Assisted with the hiring process of new Customer Service Representatives.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Implemented coaching techniques to help employees reach their full potential.
- Identified opportunities for process improvements within the department.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Facilitated team building activities to promote collaboration among staff members.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Cross-trained staff members, resulting in 98% increase in customer satisfaction ratings.
- Trained staff to provide excellent customer service to challenging customers.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Coordinated schedule to maintain appropriate staff coverage.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Education
Medical Assistant
Florida Career College
Pembroke Pines, FL01.2019
Diploma -
Miami Carol City Senior High School
Miami Gardens, FL06.2014
Skills
- Interdepartmental Collaboration
- Healthcare operations
- OSHA Compliance
- Health assessments
- Quality Assurance
- Medical Terminology
- Database coordination
- Claims Processing
- Customer Relationship Management (CRM) Software
- Technical Troubleshooting
- Multitasking and Time Management
- Medical Coding and Transcription
- Medical Billing and Records Management
- Computer Operation
- Microsoft Excel and Word Proficiency
- ICD Coding
- Bilingual Communication
- Medical Scheduling
- Accounting
- Certified Chat Agent
- Data Entry and Management
- Problem Solving and Troubleshooting
- CPR and BLS Certification
- Skilled Patient Care Coordination
- Professional Phone Etiquette
- Prior Authorization
- Verbal and Written Communication Skills
- Patient Care Assistant (PCA)
- Goal Setting
- Strategic Planning
- Documentation
- Organizational Skills
- Scheduling
- Safety Protocols
- Project Management
- Patient Education
- ADL support
- Insurance verification
Timeline
Patient Care Assistant (PCA) | Work From Home
The Cigna Group
07.2023 - 04.2024
Account Receivable Specialist
Sanitas Medical Center
12.2022 - 07.2023
Customer Service Representative
Chat Support | Remote
02.2020 - 10.2023
Customer Service Representative
MD Now Urgent Care
04.2018 - 01.2020
Customer Service Representative Team Lead
Fusion BPO Services
01.2018 - 12.2019
Medical Assistant
Florida Career College
Diploma -
Miami Carol City Senior High School