Deja Chichester
Wake Forest
Summary
Dedicated customer service professional with years of experience in a fast-paced environment seeking a stimulating position in both a growth and goal-oriented management or medical setting that will allow me to utilize and acquire new skills to further my career and align within a company’s mission and vision statement. I have handled a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction while adapting to fast changing environments. Demonstrated a strong ability to build customer rapport and provide effective rebuttals for objections while executing a proven track-record of consistently meeting performance metrics.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Agent
ASK Consulting
07.2024 - 02.2025
- Responds to a high-volume of incoming phone calls promptly, from Medicare Agents inquiring about Medicare application status, checking provider network, demographic changes, billing, and eligibility status.
- Serves as SME providing technical assistance when needed on call related issues, products, and/or system applications for the Agent portal.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Other activities may include; providing claim status information, benefit coverage interpretations, and explaining plan eligibility.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Real Estate Agent
Keller Williams
01.2024 - 07.2024
- Managed contracts, negotiations, and all aspects of sales to finalize real estate transactions and exceed customer expectations.
- Maintained extensive knowledge of the local real estate market trends to provide accurate advice to clients.
- Prepared detailed reports on property listings, including comparative market analysis, for use in negotiations with sellers and buyers.
- Conducted open houses to showcase available properties and generate interest from potential buyers.
- Enhanced property listings'' visibility by utilizing social media platforms, email campaigns, and traditional marketing methods.
Provider Information Analyst
BCBSNC
09.2022 - 12.2023
- Accurately completed provider configuration in provider systems of record to ensure appropriate claims payment in accordance with contractual language
- Created resolution documents to address provider issues and increase provider satisfaction
- Utilize probing and problem-solving methods to resolve all inquiries/requests
- Identify, understand, and anticipate providers’ unexpressed needs and concerns
- Provided cross functional support and served as Subject Matter Experts (SMEs) or second tier resolution to internal and external provider teams
- Recommended, and participated in process improvement opportunities for Network Management Operations while identifying system problems, gaps, or inconsistencies in workflows and/or processes
- Developed and implemented circulation policies and procedures to ensure smooth operations and excellent customer service while mentoring new employees on procedures and policies to maximize team performance while implementing a knowledge base, resulting in a 20% reduction in common support inquiries
Reimbursement Case Manager
TrialCard, Inc
10.2017 - 09.2022
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
- Facilitate submission of required documentation for payer/plan review for prior authorization, step edit identification and appeals according to program standard operating procedures while offering understanding and explaining benefits offered by all payer types including private/commercial and government (i.e., Medicare, Medicaid, VA and DOD)
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of medical and/or pharmacy insurance benefits prior to patient procedures or appointments.
Administrative Assistant
Lincoln Community Hospital
05.2016 - 10.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
Education
H.S. Diploma -
Enloe High School
06.1999
Skills
- Zendesk Proficiency
- Typing Speed: 60 WPM
- ICD-10 Proficiency
- HIPAA Compliance Knowledge
- Medical Terminology Expertise
- EPIC System Experience
- Microsoft Office Proficiency
- Medicaid Expertise
- CRM Software Proficiency
- Medicare Knowledge
- Salesforce Proficiency
- Facets
- Genesys Software Expertise
Languages
English
Full Professional
Timeline
Customer Service Representative Agent
ASK Consulting
07.2024 - 02.2025
Real Estate Agent
Keller Williams
01.2024 - 07.2024
Provider Information Analyst
BCBSNC
09.2022 - 12.2023
Reimbursement Case Manager
TrialCard, Inc
10.2017 - 09.2022
Administrative Assistant
Lincoln Community Hospital
05.2016 - 10.2017
H.S. Diploma -
Enloe High School
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