Lovely Bendol

• Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
• Trained new team members on data intake procedures, ensuring consistency and efficiency in operations.
• Conducted regular audits of existing datasets, identifying areas for improvement in terms of accuracy and completeness.
• Enhanced data accuracy by conducting thorough quality checks and promptly addressing any discrepancies.
• Managed high volumes of data by efficiently organizing, categorizing, and maintaining records within databases.
• Created spreadsheets for more efficient recordkeeping.
• Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes.
• Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
• Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
• Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
• Conduct weekly business review with clients
• *Other adhoc tasks

• Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
• Completed data entry tasks with accuracy and efficiency.
• Compiled data and reviewed information for accuracy prior to input.
• Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
• Calls insurances to verify insurance eligibility.
• Adhoc*** Conduct trainings to new members.

• Outbound Collections Representative
• Inbound Customer Service Representative
• Accounts Receivable
• Chat Customer Support

• Audits and ensures all invoices worked by the associates are complete and concise base on clients policies and procedures.
• Documents audit results concisely in an excel or PDF spreadsheet, including quality score and any coaching opportunities.
• Provides input surrounding policies/procedures and training documentation, including new policies or modifications to existing policies for the client and/or department.
• Ensures HIPAA/compliance guidelines are met and understanding of quality requirements.
• Maintains confidentiality of information reviewed.
• Handles tasks with minimal supervision.
• Participates in calibration sessions as needed.
• Facilitates dispute process between employees and leadership.
• Compiles weekly and monthly summary reports and shares trends to leadership.
• Completes other related duties as assigned.

Scope:

• Third Party Follow Up (TPF)
• Verification
• Payment Posting

• Evaluates and ensures all claims received are paid and processed correctly.

May 2009 – Wellpoint (ANTHEM BLUECROSS AND BLUE SHIELD - Provider’s Line)

CSR/Verifier/Intaker/Floor Assist

• Responded to Provider inquiries, benefit and claims questions.
• Verifies agent’s calls to ensure correct information are provided and no errors incurred.
• Assist new hires, ensuring consistent level of service across team.
• Increased efficiency and team productivity by promoting operational best practices.
• Providing tips in call handling and product updates to new agents.

July 2008 – Sales Coach (ICOMS Account)

• Increased sales performance by implementing tailored coaching strategies for individual team members.
• Conducted regular one-on-one sessions to provide personalized feedback and support for each team member.
• Provided coaching and mentoring to employees.

April 9, 2007 – CSR (ICOMS Account - Telecommunications)

• Responsible for customer service in the digital equipment division by answering customer queries, billing issues, problem solving and providing detailed information on new products and promos.