Vita Hunter
Covington,GA
Summary
Detail-oriented customer support specialist. Successful at managing client inquiries, billing support, and administrative tasks. Extensive understanding of contracts and efficient at explaining details that may affect billing and collection of payments. Skilled at reconciliation procedures and report generation. Thorough when researching concerns, problem-solving and prioritizing workloads. Skilled at building customer rapport and experienced in working with diverse groups worldwide including Physicians, Insurance Specialists, and Member Services teams. Proficient at providing technical support and guidance via phone, email, chat, and message applications. Resourceful at investigating issues and finding workable solutions that are in line with mandated policies. Perceptive and adept at managing difficult situations including de-escalations. Dedicated to maintaining a courteous and professional attitude at all times. Detail-oriented support advisor with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
17
17
years of professional experience
1
1
Certificate
Work History
Technical Support Advisor
Apple, Inc.
Cupertino, CA
07.2015 - Current
- Provide service support and individualized problem resolution via Chat, Messages, and Social Media Platforms for multiple Apple apps and devices. Metrics consistently show chats received are above goal average.
- Assess and analyze issues, isolate causes and create workable resolution plans while guiding customers through documented steps which will also educate the customer during the process.
- Trained to support multiple Apple apps and devices which helps reduce multiple customer contacts and transfers.
- Maintain compliance with government-regulated personal protected information and security of consumer data.
- Efficient at recognizing trends and locating the necessary resources for reporting as well as following requested steps and guidelines for known issues.
- Helped create team newsletter and provide weekly content
- Participated in several Pilot programs to help increase productivity.
Quality Assurance / T2 Level Support
Simply Professional Services
Covington, GA
01.2010 - 07.2015
- Duties included Tier 2 level support via email, phone, and chat. Performed observations and QA feedback for advisors worldwide working from home.
- Provided coaching for advisors in real time by listening in on customer calls to provide guidance to help ensure customer issue was fully resolved.
- Mentored and encouraged work from home advisors by providing virtual team-building exercises to help increase efficiency and effectiveness while fostering professional growth.
- Performed check ins with virtual care advisors to maintain effective working relationships.
Billing Analyst / Collection Specialist
HCA Healthcare
Duluth, GA
05.2007 - 12.2010
- Performed insurance claim collections for over 25 hospitals in various states. Followed insurance guidelines and upheld HIPAA regulations for multiple payor types including Self Pay, Commercial, Government, and Military.
- Thorough understanding of insurance, payment reimbursement, account reconciliation, referrals, authorizations, and account follow-up to secure reimbursement of claims. Monitored accounts for non-compliance.
- Act as liaison between insurers, medical offices, and patients.
- Working knowledge of medical terminology CPT and ICD-10 Coding.
- Researched old debt claims for billing discrepancies, and denials. Reconciled bad debt and old debt accounts that had to be manually researched to determine why remained unpaid.
- Partnered with billing analyst department to investigate and remedy any gross margin trend issues
Account Specialist
Beverly Healthcare
Conyers, GA
03.2006 - 05.2007
- Adhered to all guidelines in place for processing and billing clams for multiple hospice facilities. Handled all accounts receivable tracking and follow-up. Established contact with patient representatives when necessary to assist with prompt payment of claims.
- Claims were billed electronically and manually for multiple payor types including Commercial, Medicare, and Medicaid.
- Completed routine account audits to ensure contracted billing amounts were correct and to resolve billing discrepancies. Prepared monthly billing reports.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Education
Associate of Science - Health Information Technology
Darton College
Albany, GeorgiaSkills
- Customer Support Needs Assessment
- Over 12 years of Virtual Support Experience
- User Support and Troubleshooting
- Technical Troubleshooting
- Responding to Technical Questions
- Collaborative Team Player
- Client Rapport-Building
- Resolving Problems and Incidents
- Creative Issue Resolution
- Remote Technical Support
- Online Chat Support
- Issue and Resolution Tracking
Certification
Bookkeeper
Timeline
Technical Support Advisor
Apple, Inc.
07.2015 - Current
Quality Assurance / T2 Level Support
Simply Professional Services
01.2010 - 07.2015
Billing Analyst / Collection Specialist
HCA Healthcare
05.2007 - 12.2010
Account Specialist
Beverly Healthcare
03.2006 - 05.2007
Associate of Science - Health Information Technology
Darton College
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