Microsoft Word, Excel, One Note and Outlook
Chasity Cason
Warner Robins
Summary
Professional Customer Service and Operations Analyst with a proven track record at Cigna, excelling in complaint handling and claims submission. Recognized for enhancing customer satisfaction through effective resolution strategies and maintaining HIPAA compliance. Skilled in business analysis, I consistently improved operational accuracy, fostering loyalty and repeat business. I also maintain a strong focus on team collaboration and achieving results. I am reliable along with adaptable, skilled in problem-solving, data analysis, and communication.
Overview
5
5
years of professional experience
Work History
Customer Service and Operations Analyst
Cigna
03.2025 - Current
- Provided exceptional support for customers, leading to increased loyalty and repeat business.
- Handled escalated customer complaints professionally, working towards mutually agreeable resolutions while preserving the company''s reputation.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
- Collaborated with healthcare providers to clarify billing discrepancies and negotiate payment terms.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Increased departmental accuracy by implementing quality control measures for claim submissions and reimbursements.
Claims Representative
Optum
01.2022 - 03.2025
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Patient Access Specialist
Phoebe Putney Memorial Hospital
03.2021 - 01.2022
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Facilitated smooth transitions between departments by coordinating appointments, referrals, and transfers for patients.
- Contacted insurance companies for patient medical billing operations.
Pharmacy Technician
CVS
09.2020 - 03.2021
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Collected co-payments or full payments from customers.
- Streamlined prescription processing with accurate data entry and verification of patient information.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Manchester, NH05-2028
Associate of Applied Science - Health Information Technology
Miller Motte College
Macon, GA02-2025
Skills
- Complaint handling
- Bill calculation
- Business analysis
- CRM software
- Service standard compliance
- HIPAA compliance
- Insurance verification
- ICD-10 proficiency
- Claim submission
- Medicare and medicaid billing
- Appeals processing
Software
Athena, Mosaic, Evicore, Truecare
1Cloud, C-funds and Oneview
Timeline
Customer Service and Operations Analyst
Cigna
03.2025 - Current
Claims Representative
Optum
01.2022 - 03.2025
Patient Access Specialist
Phoebe Putney Memorial Hospital
03.2021 - 01.2022
Pharmacy Technician
CVS
09.2020 - 03.2021
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Associate of Applied Science - Health Information Technology
Miller Motte College
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