LA'TAJA ACREE
Atlanta
Summary
Experienced professional with over 10 years in diverse industries of telecommunications, healthcare, administration, technical support, and payment support. Proven ability to troubleshoot technical issues, manage complex inquiries, and provide exceptional customer service. Skilled in process improvement, problem-solving, and leading teams. Dedicated to delivering high-quality service and achieving organizational goals.
Overview
15
15
years of professional experience
Work History
Care Coordinator - Rx Processing
Henry Meds
07.2024 - Current
- Provide exceptional customer service to clients and customers by answering their questions, addressing their concerns, and resolving any issues they may have via phone and email.
- Use customer relationship management software (CRM) to manage customer interactions and track customer information, orders, and schedules.
- Perform data entry tasks to accurately and efficiently enter and update customer information, orders, and schedules.
- Collaborate with other team members to provide a seamless and efficient customer service experience.
- Ensure accuracy and consistency of Rx orders with provider consult notes in a medical environment while exceeding KPIs of 100+ accounts per day
- Utilize SaaS integrations to manage Rx orders for a client base of 10,000+, serving as a liaison between internal and external teams to resolve issues, resolve order discrepancies, and address client questions and concerns
- Participated in high-priority projects, including the follow-up project, and custom Rx's to help meet the needs of the business.
Agreement administration
Apple.inc
11.2015 - 03.2022
- Served as a point of contact for Apple customers and partners, resolving contract and technical issues
- Processed contract maintenance requests via phone and email, documenting changes in SAP
- Provide support for Apple contract including Enterprise level agreement
- Supported AppleCare Advisors with complex inquiries related to AppleCare+, AppleCare Protection Plans, and warranty matters
- Escalation support for internal AppleCare employees assisting with customers regarding AppleCare+ or AppleCare Protection Plan
- Innovator of the Apple One Experience to help Apple bridge the gap between Apple Retail Stores and AppleCare Customer Support
Payment support
Aig insurance
11.2013 - 06.2015
- Ensured all assigned/received payment requests for vendor bills and insurance claims were processed within the same business day while maintaining 98% accuracy and exceeding the productivity
- Reaches out to adjusters for further payment instructions when applicable
- Verified that all checks meet the release criteria proper to processing
- Managed adjuster requests for stop payments, voids, and SAI's, providing escalation support for payment issues
- Tracked the vendor maintenance process from start to finish, providing feedback to management, adjusters, and vendors regarding the delayed payments
- Promoted to escalation payment support within 9 months of hire for excellent attention to detail
- Trained new hires on the daily operation of payment support and SLA
Admission advisor
Sanford brown college
09.2012 - 05.2013
- Responsible for conducting career planning sessions and presenting potential students with the information needed to make well-informed enrollment decisions
- Ensure compliance with applicable company policies and procedures, laws and regulations
- Recruits students from online leads, make contact with students within 24 hrs of inquiry
- Conducts interview with all visiting prospective students and parents, and conduct campus tours
- Review and edit financial aid forms
- Maintained communication via telephone, correspondence, and/or electronic mail with prospective student through all stages of recruitment and admission process
Customer service account associate
T-mobile
07.2009 - 09.2012
- Respond to all customer inquires via phone, email, and live chat, providing timely and accurate information
- Resolve all customer issues and complaint in a courteous and efficient manner, exceeding performance targets
- Identified opportunities for upselling and cross-selling products and services to enhance revenue generation
- Maintained a high level of product knowledge to address customer questions and concerns
- Collaborated with team members and management to implement process improvements and enhance service quality
- Effective account management building customer loyalty, identifying and providing offers for appropriate additional products, features and service, and collecting past due balances
- Appropriately disburse adjustments and account credit in accordance with T-mobile policy
Medical Biller and Coder
Aiken Center For Family Health
01.2012 - 05.2012
- Ensured accurate and ethical coding in compliance with healthcare regulations
- Communicated with healthcare providers to ensure accurate coding and billing.
- Utilized specialized software for coding and billing purposes
- Reduced claim denials by meticulously reviewing patient records for proper documentation
Communicated with insurance companies to resolve coding discrepancies - Managed workload to meet claims processing deadlines and accuracy standards.
- Manage and schedule patient appointments
- Assigned appropriate CPT, ICD-9, and ICD-10 codes for accurate billing
- Followed up on unpaid claims to ensure proper reimbursement
- Reviewed insurance explanations of benefits to verify payment accuracy
- Prepared and transmitted insurance claims, maintaining compliance with regulations
Education
Medical Billing Coding -
Virginia College - Allied Healthcare
Augusta, GA12.2012
Skills
- Product Knowledge
- Communication/ Interpersonal Skills
- Leadership/Training
- Problem Solving/Conflict Resolution
- Billing Process Improvement
- Accounts Receivable/Account Payable
- Compliance
- Technical Proficiency
- Contract Administration
- Customer Service
- Payment Processing
- Account Management
- Telehealth Operations
- Schedule Coordination & Management
Timeline
Care Coordinator - Rx Processing
Henry Meds
07.2024 - Current
Agreement administration
Apple.inc
11.2015 - 03.2022
Payment support
Aig insurance
11.2013 - 06.2015
Admission advisor
Sanford brown college
09.2012 - 05.2013
Medical Biller and Coder
Aiken Center For Family Health
01.2012 - 05.2012
Customer service account associate
T-mobile
07.2009 - 09.2012
Medical Billing Coding -
Virginia College - Allied Healthcare
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