Alexus Lawrence
Albany
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative (Payments & Claims Support)
TTEC
04.2024 - Current
- Processed customer payments and assisted with claims-related billing inquiries, ensuring accuracy in account and claim information, documenting interactions, and maintaining compliance with company and regulatory standards.
- Collected payments from patients and entered them into the billing system accurately.
- Delivered customer service by answering inquiries, resolving complaints, and providing detailed information on healthcare services.
- Managed customer inquiries across telephone, email, and social media, ensuring timely and effective responses.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Assisted patients with scheduling appointments and managing inquiries.
- Collaborated with healthcare providers to ensure seamless patient care experience.
- Maintained accurate patient records in the electronic health record system.
- Adhered to HIPAA regulations when handling confidential patient information.
Customer Service Representative (Claims & Billing)
Home Nurse Inc.
01.2022 - 03.2024
- Supported medical claims inquiries, assisted with invoicing and payment tracking, reviewed documentation for accuracy, coordinated with internal teams, and ensured confidentiality of medical and financial records.
- Supported medical-related claims inquiries, assisted with invoicing and payment tracking, reviewed documentation for accuracy, coordinated with internal teams, and maintained confidentiality of medical and financial records.
- Managed customer inquiries through phone and email communication.
- Provided clear information about healthcare services and insurance options.
- Maintained accurate patient records in the electronic health record system.
- Resolved billing inquiries and payment issues promptly, enhancing patient satisfaction.
- Supported team members by sharing knowledge and best practices in customer service.
- Answered inquiries, resolved complaints, and provided information on healthcare services, contributing to improved client understanding.
Customer Service Agent (Claims Support)
Teleperformance
01.2019 - 12.2021
- Managed high-volume customer calls on claims status and billing issues, ensured completeness of submitted information, updated claim data, and escalated complex claims for resolution.
- Addressed customer inquiries through phone and chat support, ensuring prompt and effective responses.
- Delivered quality customer service to insured and claimants during claims process, facilitating timely service and resolution.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Documented changes in claim statuses using specialized software systems.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
Education
High School Diploma -
Westover High School
Albany, GASkills
- Claims review
- Claims Documentation
- Claims Resolution
- Payment Processing
- Data Entry & Accuracy
- HIPAA compliance
- Quality compliance
- Customer communications
- Microsoft Excel & Word
- Remote collaboration
- Time Management
- HIPAA compliance
- Customer service
- Customer follow-up
Timeline
Customer Service Representative (Payments & Claims Support)
TTEC
04.2024 - Current
Customer Service Representative (Claims & Billing)
Home Nurse Inc.
01.2022 - 03.2024
Customer Service Agent (Claims Support)
Teleperformance
01.2019 - 12.2021
High School Diploma -
Westover High School