Trinity Benson
Webster,TX
Summary
Detail-oriented Healthcare Customer Service and Patient Access Specialist with experience supporting insurance verification, claims resolution, prior authorizations, and patient account management in high-volume healthcare environments. Proven ability to resolve complex insurance issues, reduce claim delays, and improve patient satisfaction through efficient coordination with providers, payers, and internal departments. Skilled in navigating payer portals, EHR systems, and claims platforms while maintaining strict HIPAA compliance.
Overview
5
5
years of professional experience
Work History
Healthcare Customer Service Representative - Remote
Everise
03.2024 - 03.2026
- Manage high-volume patient and provider calls regarding insurance benefits, claims status, billing concerns, and coverage verification.
- Process and review insurance claims while ensuring accurate documentation and compliance with payer guidelines.
- Investigate and resolve denied or delayed claims, coordinating with insurance companies to request reprocessing and supporting documentation.
- Utilize payer portals and internal systems to track claim payments, authorization requirements, and reimbursement timelines.
- Maintain detailed claim documentation to support efficient claim lifecycle management and audit readiness.
- Collaborate with claims examiners and internal departments to accelerate claim approvals and reduce payment delays.
- Provide clear guidance to patients regarding insurance coverage, billing responsibilities, and available financial options.
Customer Service Representative - Remote
Faneuil
08.2022 - 11.2023
- Assist customers in navigating online platforms for account management and support resources.
- Document customer interactions in CRM systems to maintain comprehensive support records.
- Conduct follow-up communications to ensure customer satisfaction and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer inquiries about billing questions and payment options effectively.
- Processed electronic payments and refunds while maintaining accurate transaction records.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative -Remote
Blackboard Inc.
01.2022 - 02.2022
- Delivered multi-channel support via phone, chat, and email, resolving customer concerns and technical issues.
- Diagnosed system issues and translated technical problems into clear, easy-to-understand solutions for users.
- Maintained accurate records in ticketing systems to ensure timely issue tracking and resolution.
- Oversaw temporary project initiatives to align with organizational goals and objectives.
Customer Retention Specialist (Remote)
Verizon
05.2021 - 11.2021
- Retained customers considering cancellation by identifying service concerns and providing customized retention solutions.
- Increased revenue by 60% through upselling protection plans and premium service packages.
- Reduced customer churn by implementing targeted promotions and proactive account support strategies.
- Maintained detailed customer records and collaborated with management on new retention initiatives.
Customer Service Representative-Remote
Newegg Inc.
10.2020 - 04.2021
- Assisted customers with order inquiries, product issues, returns, and shipping concerns through phone, chat, and email.
- Investigated and resolved customer claims while coordinating with fraud, fulfillment, accounting, and logistics teams.
- Maintained detailed documentation of interactions and resolutions within the support system.
- Collaborate with technical support teams to address complex customer inquiries and troubleshoot issues.
- Educate customers on product specifications and usage to enhance user experience and satisfaction.
- Responded to customer requests for products, services, and company information.
- Facilitate customer onboarding by guiding new users through registration processes and features.
Education
High School Diploma -
Dickinson High School
Dickinson, TX06-2016
Skills
- Patient Access and Intake
- Patient Registration
- Appointment Scheduling
- Insurance Verification
- Prior Authorization Processing
- Medical Billing & Claims Management
- EHR / EMR Systems
- CPT & ICD-10 Knowledge
- HIPAA Compliance
- Medical Terminology
- Administrative & Technical Skills
- Call center experience
- Microsoft Office (Excel, Word, PowerPoint)
- Data Entry (55 WPM)
- Multi-line Phone Systems
- Customer Relationship Management Systems
- Computer proficiency
Timeline
Healthcare Customer Service Representative - Remote
Everise
03.2024 - 03.2026
Customer Service Representative - Remote
Faneuil
08.2022 - 11.2023
Customer Service Representative -Remote
Blackboard Inc.
01.2022 - 02.2022
Customer Retention Specialist (Remote)
Verizon
05.2021 - 11.2021
Customer Service Representative-Remote
Newegg Inc.
10.2020 - 04.2021
High School Diploma -
Dickinson High School