Summary
Overview
Work History
Education
Skills
Certification
Clearance
Timeline
Generic

Yazemeen Bridgeman

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Chenega
07.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Remote Environment
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both Tricare customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Active Public Trust Clearance

Medical Claims Analyst

Cognosante
12.2022 - 07.2024
  • Provided exceptional customer service, addressing inquiries regarding coverage, benefits, and claim statuses promptly and professionally.
  • Remote Environment
  • Maintained regulatory compliance by staying current with industry guidelines, state laws, and federal regulations.
  • Achieved successful resolutions on disputed claims through effective collaboration between internal departments such as legal counsel and clinical experts.
  • Supported management''s decision-making process by providing insightful reports analyzing historical claims data.
  • Enhanced claim processing efficiency by implementing automated workflows and streamlining Healthcare marketplace procedures.
  • Served as an expert resource for colleagues on medical coding systems such as ICD-10, CPT, and HCPCS Level II coding conventions.
  • CERRS
  • HICS
  • MCR
  • Reduced fraudulent claims by conducting thorough investigations and collaborating with the fraud detection team.
  • Public Trust Clearance

Customer Service Representative

Liberty Health Care
04.2022 - 12.2022
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Remote Environment
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • NCTracks
  • QiReport
  • Strong working knowledge of ICD-9, ICD-10, and CPT Codes.
  • North Carolina Medicaid / Medicare


Retention Call Center Manager

Health IQ
01.2021 - 03.2022
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Remote Environment
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing support to staff members.
  • Improved overall call center efficiency by analyzing performance metrics, identifying areas of weakness, and implementing targeted solutions.
  • Created comprehensive training materials that helped standardize practices across the team, ensuring consistency in service delivery.
  • Handled escalated calls professionally and effectively resolved complex customer issues while preserving positive client relationships.

Customer Service Representative

BB&T
01.2019 - 01.2021


  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Patient Intake Specialist

Blue Cross Blue Shield of NC
02.2017 - 12.2018
  • Streamlined appointment scheduling for improved patient experience and reduced wait times.
  • Maintained strict confidentiality of sensitive patient data, adhering to HIPAA regulations and organizational policies.
  • Provided compassionate support to patients during their healthcare journey, fostering trust and rapport.
  • Gathered comprehensive medical histories from patients, enhancing the accuracy of diagnoses and treatment plans.
  • Managed high volume of incoming calls while maintaining exceptional customer service skills and professionalism.
  • Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.

Mortgage Loan Specialist

Seterus, IBM
03.2016 - 01.2017
  • Provided exceptional customer service throughout the entire loan process, addressing inquiries promptly and professionally.
  • Collaborated with underwriters to accurately assess risk factors and ensure compliance with lending regulations.
  • Enhanced client satisfaction by delivering personalized service and consistently meeting deadlines for loan processing and closing.
  • Negotiated favorable terms for both borrowers and lenders by leveraging industry expertise and market knowledge.
  • Streamlined mortgage application processes for quicker turnaround times, enhancing customer satisfaction.
  • Checked loan documents for accuracy prior to closing.
  • Processed loan applications and monitored progress from start to finish.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.

Customer Service Representative

CVScaremark
12.2013 - 11.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Education

High School Diploma -

Dr. Henry A. Wise Junior High School
Upper Marlboro, MD
05-2013

Skills

  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Prioritization
  • Building rapport
  • Professional telephone demeanor
  • Microsoft PowerPoint
  • Salesforce CRM

Certification

  • Biowork Pharmaceutical Technician-Wilson Community College 2021

Clearance

Public Trust : Active

DOD/CAC: Active EXP: 9/2027

Timeline

Customer Service Representative

Chenega
07.2024 - Current

Medical Claims Analyst

Cognosante
12.2022 - 07.2024

Customer Service Representative

Liberty Health Care
04.2022 - 12.2022

Retention Call Center Manager

Health IQ
01.2021 - 03.2022

Customer Service Representative

BB&T
01.2019 - 01.2021

Patient Intake Specialist

Blue Cross Blue Shield of NC
02.2017 - 12.2018

Mortgage Loan Specialist

Seterus, IBM
03.2016 - 01.2017

Customer Service Representative

CVScaremark
12.2013 - 11.2015

High School Diploma -

Dr. Henry A. Wise Junior High School

Similar Profiles

CREATE PROFILE
Yazemeen Bridgeman