Bionca Culpepper
Morrow,GA
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
7
7
years of professional experience
Work History
Patient Access Engagement Liaison
Emory Healthcare
10.2024 - Current
- Facilitated interdepartmental communication to enhance project coordination and issue resolution.
- Resolved customer inquiries through effective communication and problem-solving.
- Documented interactions in CRM for follow-up and continuity.
- Managed high call volume daily, maintaining composure while delivering exceptional service.
- Actively listened to customers, addressing concerns quickly and escalating major issues.
- Demonstrated multitasking by managing tasks like system navigation and note-taking.
- Helped numerous customers daily with a positive attitude focused on satisfaction.
- Handled escalated complaints effectively, achieving satisfactory resolutions for clients and company.
- Maintained adherence to policies and scripts to meet call-time and quality standards.
- Provided empathetic support for customers facing personal difficulties, building rapport.
- Adapted swiftly to new technologies in the call center environment, utilizing tools effectively.
- Assisted patients with medical forms and documentation completion.
- Coordinated patient scheduling using electronic health record systems.
- Collaborated with healthcare providers to optimize communication regarding patient care.
- Resolved patient concerns empathetically, enhancing satisfaction and feedback.
- Assessed and triaged patients to prioritize critical care needs efficiently.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Inbound Contacts Representative 2
Humana
09.2023 - 01.2024
- Assisted patients with understanding insurance coverage and benefits.
- Collected and processed client demographics, insurance payments, and referrals.
- Performed administrative tasks by communicating with clients and scanning documents.
- Posted payments to accounts while maintaining accurate records.
- Resubmitted claims after edits or denials to meet financial targets.
- Facilitated communication among operations, finance, and clinical departments.
- Ensured timely insurance verification for efficient billing processes.
- Tracked insurance claims and updated patients on their status.
- Maximized claim efficiency through thorough analysis of submissions.
- Streamlined insurance verification to improve patient reimbursement rates.
- Reduced wait times by addressing customer inquiries regarding billing and claims.
- Managed high call volumes while maintaining professionalism in interactions.
Claim Associate
State Farm
01.2023 - 04.2023
- Sold merchandise, including clothes and electronics. Assisted customers in finding and choosing items.
- Processed transactions using cash registers. Addressed customer inquiries.
- Researched out-of-stock items at other stores. Utilized basic computer skills for pricing and customer service.
- Responded to inquiries about store products. Maintained cleanliness of shelves and surfaces.
- Demonstrated operation of merchandise.
- Explained use and care of products to customers.
- Greeted customers to identify needs. Assisted with fitting merchandise and selling clothing and food.
- Evaluated claims using industry software for timely resolutions.
Call Center Representative
Home Depot OCC
06.2022 - Current
- Printed, sorted, and distributed invoices, load summaries, and labels; ensured accurate load completion.
- Created presentations, memos, letters, documentation.
- Prepared and verified customer communications.
- Processed check requests, invoices, expense reimbursements for authorization.
- Scheduled meetings, maintained calendars.
- Answered calls, directed appropriately.
- Compiled records and reports for branch management using company systems; included truck reports, daily sales reports.
- Investigated and adjusted discrepancies in truck-to-truck and warehouse transfers.
- Maintained office spaces; screened callers and visitors; implemented security measures.
Disability Coordinator Position
Anteris Management Consulting, Inc
10.2022 - 03.2023
- Collaborated with HR to update payroll information for employee changes.
- Managed timekeeping systems, verifying hours and resolving discrepancies.
- Processed payroll transactions accurately, ensuring correct compensation.
- Supported teammates during peak times, maintaining payroll operations.
- Resolved paycheck issues by clarifying attendance records or overtime approvals with supervisors.
- Reduced payroll calculation errors by staying informed on tax laws and regulations.
- Promoted timely timesheet submissions through proactive employee communication.
- Ensured accurate paychecks by verifying timekeeping records and resolving discrepancies.
- Addressed employee inquiries regarding paychecks, deductions, and leave balances promptly.
- Streamlined payroll processing by implementing automated systems to reduce manual tasks.
Customer Service Representative/Control Board Operator
GE Energy/Ceva Logistics
05.2018 - 04.2022
- Memorize and research answers swiftly.
- Deliver excellent customer care by assessing needs and providing solutions for positive experiences.
- Learn and follow all service procedures and policies.
- Exceed personal and team targets consistently.
- Aim for customer resolution and retention.
- Organize and file customer interactions and account changes efficiently.
- Address returns, refunds, and shipping inquiries effectively.
- Respond promptly to product availability and shipment inquiries.
Education
High School Diploma - General Studies
Mundys Mill High School
9652 Fayetteville Rd, Jonesboro, GA 3023805.2006
Some College (No Degree) - Healthcare Administration
Atlanta Technical College
1560 Metropolitan Pkwy SW, Atlanta, GA 3009-2006
Skills
- 10 Key
- Backup
- Cashier
- Clerical
- Closing
- Communication Skills
- Computer Skills
- Customer Service
- Customer Support
- Data Entry
- Database Administration
- Delivery
- Documentation
- Electronics
- English
- Fax
- Focus
- Lockbox Processing
- Materials Management
- Meeting Facilitation
- Microsoft Access
- Microsoft Excel
- Microsoft Mail
- Microsoft Office
- Microsoft Outlook
- Microsoft Word
- Organizational Skills
- Photocopier
- Policy Analysis
- Presentation Skills
- Printers
- Problem Analysis
- Problem Solving
- Process Engineering
- Proofreading
Research
- Retail
- Scanners
- Shipping
- Tables
- Telephone Skills
- Troubleshooting
- Typing
- Writing
- Assertiveness
- Influencing skills
- Representative experience
- Data entry
- Patient confidentiality
- Insurance verification
- HIPAA compliance
- Appointment scheduling
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Patient eligibility verification
- Record maintenance
- Patient payment processing
- Multitasking and organization
- Customer service
- EMR
- Patient registration
- Phone and email etiquette
- Relationship building
- Scheduling diagnostic procedures
- Patient education
- Flexible schedule
- Friendly and outgoing
- Verbal and written communication
- Electronic health records
- Policy understanding
- Records maintenance
- Patient identity verification
- Calm and professional under pressure
- Work prioritization
- Inbound call management
- Microsoft office
- Computer skills
- Administrative and office support
- De-escalation techniques
- Customer relations
- Call documentation
- Call center operations
- Understanding customer needs
- MS office
- Professional telephone demeanor
- Call metrics
- Customer relationship management (CRM)
- 60 wpm typing speed
- Database management
- Document and records management
- Remote office availability
Languages
English
Native or Bilingual
Education
Unfinished degree or diploma. Not currently enrolled
Timeline
Patient Access Engagement Liaison
Emory Healthcare
10.2024 - Current
Inbound Contacts Representative 2
Humana
09.2023 - 01.2024
Claim Associate
State Farm
01.2023 - 04.2023
Disability Coordinator Position
Anteris Management Consulting, Inc
10.2022 - 03.2023
Call Center Representative
Home Depot OCC
06.2022 - Current
Customer Service Representative/Control Board Operator
GE Energy/Ceva Logistics
05.2018 - 04.2022
High School Diploma - General Studies
Mundys Mill High School
Some College (No Degree) - Healthcare Administration
Atlanta Technical College
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