Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Work Availability
Quote
Timeline
AssistantManager
Yolanda Williams

Yolanda Williams

Lithonia,Georgia

Summary

OBJECTIVE SUMMARY

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Pharmacy Help Desk Support

HGS Healthcare
Lithonia, GA
09.2021 - 10.2022
  • Ensured that providers obtained accurate information on policies and procedures while providing successful resolution to all inquiries.
  • Maintained knowledge about Independent Health and pharmacy contracts and benefits and education of policies and procedures, departmental reports as well as daily updates.
  • Analyzed information from the pharmacy claims database and assisted with providing an explanation/resolution for all inquiries.
  • Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
  • Answered 30-50 telephone calls per hour and assisted customers by directing calls to appropriate personnel.

Customer Support Specialist

Working Solutions
Lithonia, GA
01.2019 - 08.2021
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted, ensured and provided customer service to customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
  • Resolved 95% of issues with first call and escalated more complex issues to obtain necessary customer support.

Customer Support Agent

Sitel
Lithonia, GA
05.2018 - 12.2018
  • Managed inbound and outbound calls to ensure all customer and client needs are met.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Financial Counselor Preauthorization

Gwinnett Medical Center
Lawrenceville, GA
08.2015 - 04.2018
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
  • Advocated for patients by contacting insurance carriers and obtaining necessary benefits information.
  • Liaised between physician, patient and insurance carrier to verify that each party had necessary information.
  • Maintained confidentiality of private and sensitive info
  • Used sound and consistent judgement when analyzing situations
  • Worked in a collaborative team environment to handle a large volume of claims and telephone calls

Billing Specialist

Skyland Trail
Atlanta, GA
07.2014 - 08.2015
  • Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
  • Input payment history and other financial data to keep customer accounts up-to-date in system.
  • Assessed billing statements for correct diagnostic codes and identified problems with coding.
  • Worked directly with clients and senior management weekly to review any potential efficiency opportunities.
  • Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.

Reimbursement Specialist

McKesson
Norcross, GA
09.2007 - 03.2014
  • Managed all payments processing, invoicing and collections tasks.
  • Performed accurate and fully compliant monthly closing processes, accruals and journal entries.
  • Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
  • Determined medical necessity, using individual insurance carrier regulations.

Education

Some College (No Degree) - Health Information Technology

Strayer University
Washington, DC

Some College (No Degree) -

Georgia Perimeter College
Decatur, GA

Skills

  • Customer Service
  • Time Management
  • Quality Assurance
  • Pharmacy Operations Support
  • Relationship Building
  • Verbal and Written Communication
  • Critical Thinking
  • Conflict Management
  • Addressing Customer Inquiries
  • Detail-Oriented

Accomplishments

  • Recognized as Employee of the Month for outstanding performance and team contributions.
  • Consistently maintained high customer satisfaction ratings.

Certification

  • Certified Patient Account Representative, NHS - 2009

Affiliations

  • PHI THETA KAPPA Honor Society, Strayer University- 2023

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Pharmacy Help Desk Support

HGS Healthcare
09.2021 - 10.2022

Customer Support Specialist

Working Solutions
01.2019 - 08.2021

Customer Support Agent

Sitel
05.2018 - 12.2018

Financial Counselor Preauthorization

Gwinnett Medical Center
08.2015 - 04.2018

Billing Specialist

Skyland Trail
07.2014 - 08.2015

Reimbursement Specialist

McKesson
09.2007 - 03.2014

Some College (No Degree) - Health Information Technology

Strayer University

Some College (No Degree) -

Georgia Perimeter College

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