TRANESSA DAVIS

Charleston,SC

Summary

Compassionate and results-driven professional with extensive experience in client support, case coordination, and operational efficiency. Skilled at collaborating with interdisciplinary teams to improve service delivery and patient outcomes while ensuring compliance with healthcare regulations. Adept at managing high-volume caseloads, maintaining accurate documentation, and handling sensitive information with confidentiality. Recognized for adaptability, strong communication skills, and commitment to delivering high-quality service in both remote and in-person environments.

Work History

Senior Customer Service Advocate

Centene

Remote

Provided empathetic, solution-focused support to members navigating healthcare services and benefits.
Collaborated with healthcare providers and internal teams to resolve complex coverage issues, ensuring member satisfaction.
Mentored junior staff on best practices in patient communication, compliance, and problem resolution.
Contributed to strategic initiatives that enhanced service delivery and member engagement.
Developed training materials for new staff, improving onboarding efficiency and knowledge retention.
Led cross-functional teams to resolve complex customer issues and enhance service delivery.

Support Coordinator

Healthfirst

Remote

Managed high-volume caseloads, coordinating services and resources to improve client health outcomes.
Worked closely with healthcare and social service providers to develop and implement personalized care plans.
Maintained detailed, accurate, and HIPAA-compliant documentation for all case activities.
Built community resource partnerships to expand available services for clients.
Managed case documentation using electronic health record systems for accuracy and compliance.
Facilitated communication between patients and healthcare providers to enhance service delivery.

Customer Service and Billing Representative

Medical University Of South Carolina

Charleston, SC

Processed and reviewed customer billing inquiries for accuracy and compliance and solved account and billing discrepancies.
Worked effectively with medical payers such as Medicare, Medicaid, and commercial insurances to obtain timely and accurate payments.
Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer.
Uses a customer relationship application or database to record activities and research product information.
EOB’s, UB04 forms, CMS 1500 forms and CPT codes
Following up on unresolved claims.
Strong phone communication and active listening skills.
Ability to multitask and stay organized in roles.
Scheduling appointments and checking patients in and out.
Submitting claims to insurance companies and following up on payment status.
Addressing inquiries, resolving billing issues, and assisting with payment arrangements.
Ability to communicate clearly and effectively with clients, patients, and insurance companies.

Customer Service Representative

Conduent

Remote

Handled complex healthcare benefit inquiries, resolving issues with professionalism and empathy.
Educated members on plan options, eligibility, and enrollment processes.
Ensured accurate data entry and documentation for all customer interactions.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Associate Degree - Human Services

Charleston Southern University

Charleston, SC

05.2020

Skills

Patient & Client Advocacy
HIPAA Compliance & Confidentiality
Case Management & Documentation
Interdisciplinary Team Collaboration
Conflict Resolution & De-escalation
Healthcare Communication Skills
Time Management & Organization

EHR/EMR Systems (training adaptable)
EPIC
Active learning
Strong leadership
Customer service
Multitasking
Customer service excellence

Awards

Magna Cum Laude Graduate, President’s List Recognition

Timeline

Associate Degree - Human Services

Charleston Southern University

Senior Customer Service Advocate

Centene

Support Coordinator

Healthfirst

Customer Service and Billing Representative

Medical University Of South Carolina

Customer Service Representative

Conduent