JUANITA MILLER
Humana
Macon
16
years of professional experience
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Expertise in client services and staff training/coaching. Proven track record in fostering collaborative environments and driving customer satisfaction.
Work History
Inbound Contacts Representative-SME
3 Years 8 Months- I am responsible for handling a high volume of claim & benefit calls where I communicate with providers on the status of claims, advising of members benefits while also doing any necessary research & documenting. I also assist with claims and benefits training classes and our departments support chat.
- Remote
Team Lead
1 Year- I was responsible for hiring & training new personnel regarding company operations, policies and services. I handled day to day customer contact via phones, emails & faxes. I was responsible for resolving customer service issues using company processes and coaching team members on service techniques and provided scoring through quality assurance program.
Patient Access Specialist
1 Year- Properly scheduled patient appointments and informed patients of any necessary instructions, directions, phone numbers, address, and fax numbers. Called patients to reschedule and cancel appointments as needed. Follow specific workflows for various appointments as needed. Obtained and entered new patient demographics into computer system. Verified patient’s insurance eligibility and update patient information at the time of appointment scheduling. Forwarded callers in need of triage to appropriate personnel in accordance with standard protocols.
Emergency Dispatcher
1 Year- Received public emergency and non-emergency calls and dispatched official units such as police, fire & EMS. Documented each call & asked appropriate questions in order to walk callers through emergency procedures while waiting for first responders to arrive. Relayed latest information to first responders via electronic means, telephone calls and radio responses.
Customer Service Representative
3 Years- Managed over 100 calls per day and responded to customer requests, incorporated cross-selling and upselling techniques to generate sales/profits and increase referral retention rates. Maintained up to date knowledge of insurance laws and regulations. Reviewed and adjusted customer coverage levels, processed payments & went over billing & resolved customer conflicts as necessary.
Shift Leader
4 Years- Monitored staff performance, enforcing adherence to policies, procedures, regulations & health codes. Greeted and interacted with customers while taking orders, processing payments & assisting staff members as needed. Maintained a clean working environment & kept products stocked & foods prepped.
Education
Bachelor of Science - Information Technology
High School
Skills
Customer support
Data entry proficiency
Client relationship building
Staff training
Technical troubleshooting
Performance improvement
Performance tracking
Systems and software expertise
Multitasking Abilities
Teamwork and collaboration
Attention to detail
Organizational skills
Awards
Top performer July & August 2024, SME certified
Timeline
Inbound Contacts Representative-SME
Humana
01.2023 - CurrentRead More
Team Lead
Customer Elation
01.2022 - 01.2023Read More
Patient Access Specialist
First Choice Primary Care
01.2020 - 01.2021Read More
Emergency Dispatcher
Community Ambulance
01.2019 - 01.2020Read More
Customer Service Representative
GEICO
01.2015 - 01.2018Read More
Shift Leader
Chick Fil A
01.2011 - 01.2015Read More
Westside High School
High School
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Wilmington University
Bachelor of Science from Information Technology
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