La'Keisha Childs
Nashville
Summary
Proven Enrollment Specialist with a track record of enhancing customer satisfaction and streamlining enrollment processes at Cigna Healthspring. Skilled in Insurance Eligibility Verification and delivering exceptional customer service, adept at analyzing customer needs to offer tailored solutions. Increased repeat business through personalized service, showcasing strong organizational and communication abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Hays
Nashville
09.2023 - Current
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries via phone, email, and chat.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated databases with new and modified customer data.
- Provided exceptional customer service to ensure customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Office Support Specialist II
Metro Nashville Health Department
Nashville
02.2022 - 09.2023
- Answered phone calls and directed to appropriate staff members.
- Managed main reception area to monitor scheduled appointments for business.
- Led documentation and data compilation efforts to maintain record-keeping accuracy.
- Responded to customer issues to provide immediate resolution and improve retention.
- Scheduled and confirmed appointments.
- Handled money according to company policy.
Authorization Analyst
TriWest Healthcare Alliance
Nashville
07.2016 - 01.2022
- Assessed and identified issues and quickly resolved to restore functionality.
- Resolved routine and complex issues by performing detailed research.
- Analyzed customer needs and provided best options, and services.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Documented and managed patient information in computer system.
Enrollment Specialist
Cigna Healthspring
Nashville
07.2012 - 05.2016
- Handled new enrollments by entering customers' data and reviewing information.
- Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Achieved repeat business and referrals through personalized services.
Education
Associate of Science - Diagnostic Medical Sonography
Nashville State Community College
Nashville, TNSkills
- File Organization
- Telephone Reception
- Customer Service
- AR/AP
- Insurance Eligibility Verification
- Document Retrieval
- Report Creation
- Writing and Editing
- Account Investigation
- Sorting and Labeling
- Multi-Line Phone Proficiency
- Spreadsheet Development
- Clerical Support
- Scheduling and Calendar Management
- Scheduling
- Records Management
Education and Training
true,other
Timeline
Customer Service Representative
Hays
09.2023 - Current
Office Support Specialist II
Metro Nashville Health Department
02.2022 - 09.2023
Authorization Analyst
TriWest Healthcare Alliance
07.2016 - 01.2022
Enrollment Specialist
Cigna Healthspring
07.2012 - 05.2016
Associate of Science - Diagnostic Medical Sonography
Nashville State Community College
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