Haley Hammer
Jasper
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Disciplined individual skilled in collecting and verifying patient demographic and insurance information and preparing and maintaining medical records. Proficient in using medical terminology and classifying diagnostic procedures, treatments and medications. Dedicated to providing highest quality care to patients. Polished professional manages multiple tasks, utilizes electronic medical record systems, and provides excellent customer service to patients and staff. Adheres to medical records policies and procedures to comply with HIPAA regulations. Track record of effectively troubleshooting issues and maintaining patient confidentiality.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Unum
02.2025 - Current
- Provided quick and efficient solutions to problems
- Assisting and troubleshooting with customer
- Provided financial assistance including going over billing
- Assists with going over claims, PFML, disability, FMLA
- Demonstrated empathy, Active listening
- Researched complex issues and provided customers with solutions
- Provided solutions for different business needs
- Worked directly with several business partners
- Made logical and rational decisions on leaves/claims after review
- Worked mandatory and voluntary overtime as needed
- Learned different terminology and medical coding
- Operating out of multiple systems and monitors at once
- Ability to assist multiple customers and problems at one time
- Accepted and assisted multiple chat requests at once
- Accepted back to back calls with documentation in minimal handling
- Worked closely with management and provided ideas
- Life insurance, Long term Disability, Short term disability and FMLA experience
- codes medical out of multiple systems
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Asked customers questions to determine, verify and solve common problems.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
- Self-motivated, with a strong sense of personal responsibility.
- Gained extensive knowledge in data entry, analysis and reporting.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
- Strengthened communication skills through regular interactions with others.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Consumer Advisor
BCBST
04.2024 - 06.2024
- Adherence to schedule, aiding with multiple services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Worked under strict deadlines and responded to service requests and emergency callout.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Explained claims to providers and members
- Cross-trained on technical difficulties and claim roles to provide skilled back-up for customer-facing teams.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Delivered calm conflict resolution and problem solving for frustrated customers.
- Obsessed over customer experience and constantly strove to exceed expectations.
- Navigated through multiple systems and tools and researched, comprehended and delivered solutions to customers promptly.
- Followed up with customers on unresolved issues.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Evaluated and settled complex insurance claims in strict timeframes.
- Determined appropriateness of payers to protect organization and minimize risk.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Customer Experience Associate
Unum
11.2021 - 02.2024
- Completed a high volume of emails in a day and adhered to Quality and exceeding expectations
- Collaborated with other team members to come up with ideas to make our system better
- Came up with ideas for training and other areas
- Coded membership such as terminating, reinstating, and assisting with open enrollment.
- Worked through many systems at once
- Performed tasks outside of the role
- Worked overtime to help with the overflow of emails
- Worked emails and on calls at the same time
- Worked remotely while still being productive
- Worked in coding systems for billing
- Pulled claims and EOIs for members
- Pulled invoices and contracts
- Ran census for brokers
- Explained complicated topics to Brokers and Plan Administrators.
- Coded claims and explained the claim reports
- Performed IT assistance to members
- Verified insurance eligibility and coverage for patients.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Examined forms to determine insurance coverage.
- Secured documents required for issuance of title insurance.
- Kept current on insurance regulations, laws, policies and procedures.
- Verified insurance of patients to determine eligibility.
- Verified patient details and insurance coverage and collected co-pays.
- Checked titles, insurance coverage, and appraisals for properties.
- Contacted insurance company to verify patient coverage before visit.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
- Trained new staff on current, correct insurance verification procedures.
- Effectively resolved insurance rejections and other billing issues.
- Examined patients' insurance coverage, deductibles and remaining balances.
- Updated patient records with accurate, current insurance policy information.
- Liaised between patients, insurance companies, and billing office.
- Researched patient benefits to assist with insurance questions.
- Obtained existing insurance data and personal information to develop insurance quotes.
- Verified payment history to evaluate conformity with insurance contracts.
- Provided detailed information about company insurance products.
- Educated clients about health insurance coverage options, benefits and costs.
- Contacted insurance companies to verify eligibility.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Researched and recorded missing insurance and physician information.
- Verified patient's insurance eligibility and benefits coverage.
Consumer Advisor
BCBST
07.2019 - 11.2021
- Achieved high quality marks on quality assurance evaluations through Quality, Adherence to schedule, aiding with multiple services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Worked under strict deadlines and responded to service requests and emergency callouts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Cross-trained on technical difficulties and claim roles to provide skilled back-up for customer-facing teams.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Built relationships with customers and promoted repeat and referral sales and service business.
- Demonstrated passion for customer service, owned client experiences and drove to deliver comprehensive resolutions.
- Assisted customers on phone and in-office with questions, concerns and product availability.
- Contacted and helped find solutions for customers with overdue payments.
- Presented information to prospective customers, initiated new service and flawlessly set up customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
Server
Big River Grill
07.2016 - 07.2019
- Trained and mentored other employees
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders, and respond to service questions.
- Maintained knowledge of menu items, garnishes, ingredients, and preparation methods to assist guests with menu selection.
- Minimized customer wait times by efficiently taking and filling large volume of orders each day.
- Welcomed guests with personable attitude and smile, offering to bring beverage orders while reviewing menu options.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Cultivated warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Served food and beverages promptly with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Education
Associate of Science - Science
Chattanooga State Community College
Chattanooga, TN05.2017
Skills
- Business development understanding
- Inbound and outbound calling
- Medical billing and coding
- Initiative
- Ability to set stretch goals
- Ability to work effectively in a rapidly changing business
- Strong Analytical skills
- Strong business communication skills
- Strong interpersonal skills
- Customer relationship skills
- Time management
- Ability to work in a collaborative team setting
- Excellent documentation skills
- Oral skills
- Ability to work independently
- Volunteering for overtime or shift coverage
- Ability to mentor and train
- Knowledge of Claims and Leave
- Complaint resolution
- Account updating
- Scheduling
- Document control
- Project management
- Conflict resolution
- Training development aptitude
- Stress management
- Microsoft office expertise
- High-energy attitude
- Brand representation
- Critical thinking
- Dispute resolution
- Paperwork processing
- Quality assurance controls
- Live chat support
- Negotiation strategies
- Order processing
- Technical support
- New teller training
- Process optimization
- Multi-line telephone operations
- Report creation
- Call center procedures
- Grammar
- Verbal and written communication
- Escalation management
- Call escalation
- Email management
- Member account management
- Technical troubleshooting
- Positive and professional
Personal Information
Title: Medical Coder, Data Entry, Benefit Specialist, Customer Experience Representative
Timeline
Customer Service Representative
Unum
02.2025 - Current
Consumer Advisor
BCBST
04.2024 - 06.2024
Customer Experience Associate
Unum
11.2021 - 02.2024
Consumer Advisor
BCBST
07.2019 - 11.2021
Server
Big River Grill
07.2016 - 07.2019
Associate of Science - Science
Chattanooga State Community College