Tonya Howell
Charlotte,NC
Summary
Professional with strong background in customer relations and problem-solving. Focused on team collaboration and achieving high-quality results. Skilled in communication, conflict resolution, and adaptability to changing needs. Reliable and flexible, ensuring seamless service delivery and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Relations Representative
Spectrum
Charlotte, North Carolina
10.2024 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Manage approximately 30-50 customer calls or inquiries quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets,and expected metrics through diligent work ethic and focus on results-driven tasks.
Executive Administrative Assistant
KabaFusion
Charlotte, NC
11.2022 - 07.2024
- Assisted management and staff with multiple administrative projects
- Managed multiple phone lines, directing calls to appropriate personnel or departments
- Supported auditing, accounts receivable/payable, ordering supplies, and inventory management
- Maintained training manuals and facilitated new employee onboarding
- Analyzed internal processes and system functionalities, recommending improvements
- Intake Coordinator (August2022 – December2022)
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
Patient Intake Coordinator
CVS/Coram Infusion
Remote, USA
04.2021 - 08.2022
- Responded to phone and fax inquiries; documented and processed orders from referral sources and patients
- Collected benefit coverage information for insurance verification
- Assisted with call escalations, providing resolutions for patient inquiries/complaints
- Provided critical information on equipment/supplies to relevant departments for patient onboarding
- Verified necessary forms/authorizations for billing
- Improved patient satisfaction by efficiently managing intake processes and addressing concerns promptly.
Patient Account Representative
Aetna Healthcare
Remote, FL
03.2018 - 04.2021
- Resolved inquiries from members, providers, and plan sponsors via phone calls/letters
- Documented member and provider contacts efficiently
- Determined medical necessity, applicable coverage provisions, and verified member plan eligibility
- Assisted patients in understanding their insurance benefits breakdown
- Created emotional and passionate connections with patients through active listening and engagement
- Explained member rights and responsibilities in line with contracts and company policies
- Processed claim referrals, new claim handoffs, nurse reviews, complaints, grievances, and appeals
- Educated providers on self-service options; assisted with credentialing and verification issues
- Assisted with pre-authorizations not handled by Clinical Claim Management
- Reviewed member claim history to ensure accurate tracking of benefit maximums and coinsurance/deductible
- Produced quality letters and spreadsheets in response to inquiries using system tools and resources
Patient Associate Lead II
Medstar/Georgetown University Hospital
Washington, DC
05.2013 - 03.2018
- Supervised scheduling and front desk staff
- Processed patient registration, on-site insurance verification, and financial counseling
- Managed Time-of-Service (TOS) payment collections and balanced all TOS payments using the approved scheduling and billing system
- Ensured accurate completion of scheduling, registration, and payment collection activities with high attention to detail
- Performed master scheduling functions, including the development and maintenance of master schedules and daily scheduling edits
- Maintained a positive work environment through effective communication, teamwork, and ongoing support for coworkers.
Education
Associate of Applied Science - Medical Administrative Management
Centura College (Formerly Tidewater Technical)
Chesapeake, VA06.2016
Skills
- Time Management
- Compliance
- Conflict Resolution
- MS Office Proficiency
- Problem Solving
- Data entry proficiency
- Customer relations
- Goal-oriented mindset
- Client relationship building
- CRM software expertise
- Excellent communication
Timeline
Customer Relations Representative
Spectrum
10.2024 - Current
Executive Administrative Assistant
KabaFusion
11.2022 - 07.2024
Patient Intake Coordinator
CVS/Coram Infusion
04.2021 - 08.2022
Patient Account Representative
Aetna Healthcare
03.2018 - 04.2021
Patient Associate Lead II
Medstar/Georgetown University Hospital
05.2013 - 03.2018
Associate of Applied Science - Medical Administrative Management
Centura College (Formerly Tidewater Technical)