Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Victoria Williams

Jacksonville,IL

Summary

Highly successful Client Service Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

CLIENT SERVICE SPECIALIST

HCSC- GROUP CLIENT SERVICES
Jacksonville, IL
08.2021 - Current
  • Supported ASO clients in major national market (3500+ employees)
  • Works in close partnership with Implementation and Account Management team to deliver meaningful and appropriate responses to meet specific needs of each client
  • Liaison between Service Center, Group and/or Broker
  • Responsible for account level services inquiries and collaborating across the enterprise to solve service issues and ensure client satisfaction
  • Inquiries including but not limited to eligibility, claims, prior auth, accums, and benefits
  • Maintained all benefit documents and all customer service-related alerts
  • Responsible for reporting data
  • Responsible for attending internal and external meetings

CUSTOMER ADVOCATE QUALITY COACH

HCSC-BLUECARD
Jacksonville, IL
04.2018 - 08.2018
  • Provided one on one feedback and acted as a learning coach
  • Departmental and individual trending
  • Verified accuracy of inter-plan communications on behalf of HCSC Pearl Plans; GIs, Calls, CAS responses, and Claims (including international)
  • Worked as a team member and as an individual to meet challenging deadlines
  • Followed detailed instructions to ensure quality work
  • Responsible for meeting production guidelines
  • Contributes to improvement of departmental and quality team processes
  • Implemented an oncoming Q.C training agenda

CUSTOMER ADVOCATE

HCSC-BOEING - MEMBER SERVICES
Jacksonville, IL
06.2016 - 04.2018
  • Responsible for analyzing and resolving telephone inquiries
  • Highest performing non-pilot representative for primary nurse transfers
  • Cross trained to assist with HCSC TX; American Airlines calls
  • Learning coach

PATIENT FINANCE; PATIENT ACCOUNT REPRESENTATIVE

HSHS CENTRAL ILLINOIS DIVISIONAL BUSINESS OFFICE
Springfield, IL
06.2014 - 06.2016
  • Medicare inpatient billing
  • SNF billing
  • Responsible for resolving outstanding, unpaid and/or unprocessed medical claims
  • Responsible for communicating billing discrepancies back to proper departments (coding, charges, MSP questionnaires, etc.) to eliminate need for corrected claims
  • Reviewed denied claims in Medicare-FSS (Florida Shared System) and re-submitted clean claims
  • Responsible for investigating and/or closing open working aged files with Medicare when needed
  • Responsible for requesting records from HIM as needed
  • Responsible for mailing VA claims to appropriate VA facility with records

Education

Certificate - Medical Office Technology

John Wood Community College
Quincy, IL
05.2012

Skills

  • Strong written and oral communication
  • Organization
  • Time management
  • Peer mentorship
  • Proficient with Microsoft products Word; Excel; and PowerPoint

Affiliations

  • HCSC- Jacksonville Site Engagement Ambassador
  • HCSC-Health Champ

Timeline

CLIENT SERVICE SPECIALIST

HCSC- GROUP CLIENT SERVICES
08.2021 - Current

CUSTOMER ADVOCATE QUALITY COACH

HCSC-BLUECARD
04.2018 - 08.2018

CUSTOMER ADVOCATE

HCSC-BOEING - MEMBER SERVICES
06.2016 - 04.2018

PATIENT FINANCE; PATIENT ACCOUNT REPRESENTATIVE

HSHS CENTRAL ILLINOIS DIVISIONAL BUSINESS OFFICE
06.2014 - 06.2016

Certificate - Medical Office Technology

John Wood Community College

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