Diamond Mickens
Nashville
Summary
Customer service professional with solid background in intake processes and client relations. Strong focus on team collaboration and adaptability to changing needs, ensuring reliable and consistent results. Skilled in conflict resolution, communication, and maintaining high standards in customer interactions. Known for personable approach, efficient problem-solving, and commitment to achieving excellence in every task.
Overview
8
8
years of professional experience
Work History
Customer Service Intake Specialist
Sedgwick Claims Management
06.2025 - Current
- Facilitated intake processes to efficiently gather customer information and needs.
- Analyzed customer inquiries to determine appropriate service solutions.
- Coordinated communication between departments to resolve client issues promptly.
- Streamlined documentation practices to ensure accuracy in client records management.
- Adapted communication style to accommodate diverse clientele, resulting in increased satisfaction ratings from customers with different backgrounds and needs.
Benefits Specialist
ProActive Heart & Vein Center
01.2025 - 04.2025
- Acted as the primary point of contact for benefits-related inquiries, ensuring empathetic and accurate support.
- Mentored new staff on insurance verification and patient communication best practices.
- Streamlined workflows with cross-functional teams to reduce patient wait times.
- Resolved complex insurance issues, reducing delays in care delivery.
- Facilitated benefits enrollment processes, ensuring compliance with regulatory requirements.
- Analyzed employee benefit programs, identifying areas for optimization and cost reduction.
Precertification & Insurance Specialist
Diagnostic Imaging P.C.
05.2023 - 01.2025
- Managed daily operations involving scheduling, authorizations, and insurance approvals.
- Provided support and clarity to front desk and clinical teams.
- Recommended service enhancements, improving patient experience and minimizing repeat errors.
- Take and record vital signs (blood pressure, temperature, pulse, etc.)
Lead Patient Financial Advocate
First Source
07.2022 - 05.2023
- Served as liaison between patients, providers, and insurance carriers for billing resolution.
- Guided patients through medical costs with compassion and clarity.
- Handled escalated calls with professionalism and critical thinking.
- Trained peers on financial system protocols and best practices.
- Educated patients on financial assistance options and insurance benefits.
Medical Data Analyst
Christ Community Administration
11.2020 - 06.2022
- Analyzed patient service data to support departmental improvements.
- Identified customer experience improvement opportunities using analytics.
- Contributed to project coordination and communication enhancements.
HR Administrative Assistant
Aim Logistics
09.2017 - 10.2020
- Supported HR operations including onboarding and training coordination.
- Addressed employee inquiries on pay, benefits, and policy matters.
- Maintained service quality while managing multiple HR responsibilities.
Education
Bachelor of Science - Social Work
University of Phoenix
Tempe, AZ06.2027
Certified Nursing Assistant -
Career Academy
Memphis, TN11.2022
High School Diploma - undefined
Southaven High School
Southaven, MS05.2016
Skills
- Customer Service Leadership
- Team Support & Staff Coordination
- Conflict Resolution & Escalation Handling
- Patient Communication & Satisfaction
- Training & Onboarding Support
- Insurance Verification & Claims
- HIPAA Compliance
- Microsoft Office Suite
- Precertification & Scheduling
- Process Improvement
- High-Volume Workflow Management
- Cross-Functional Collaboration
Timeline
Customer Service Intake Specialist
Sedgwick Claims Management
06.2025 - Current
Benefits Specialist
ProActive Heart & Vein Center
01.2025 - 04.2025
Precertification & Insurance Specialist
Diagnostic Imaging P.C.
05.2023 - 01.2025
Lead Patient Financial Advocate
First Source
07.2022 - 05.2023
Medical Data Analyst
Christ Community Administration
11.2020 - 06.2022
HR Administrative Assistant
Aim Logistics
09.2017 - 10.2020
High School Diploma - undefined
Southaven High School
Bachelor of Science - Social Work
University of Phoenix
Certified Nursing Assistant -
Career Academy