Nikesha Spencer
Zebulon
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
11
11
years of professional experience
Work History
FEP Member Services/CSR
Blue Cross Blue Shield Of North Carolina
02.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
- Educate and encourage customers on use of alternative delivery channels including self service, web, etc.
Patient Service Representative
Anne Arundel Dermatology Association
07.2021 - 02.2023
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used NextGen to schedule appointments.
- Answered incoming calls, scheduled appointments and filed medical records.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Efficiently handling 100-200 inbound/outbound calls each day.
- Master internal systems and tools (phone system, customer database, etc)
- View and manage provider scheduling and communications.
- Collect and manage patient information with respect and detail, in accordance with industry regulations (HIPAA).
- Consult with patients to schedule and reschedule appointments.
- Escalate patient situations that require unique attention.
- Achieve and surpass individual monthly performance goals.
Customer Service Representative/Appointment Scheduler
Maximus Call Center/Randstad (Temporary)(Remote)
04.2021 - 07.2021
- Required to evaluate the needs of the caller to determine the best course of action in scheduling a Covid-19 vaccine appointment.
- Transfer/refer caller to appropriate entities according to the established guidelines.
- Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to telephone inquiries in a courteous, timely and professional manner.
- Escalate calls or issues to the appropriate designated staff for resolution, as needed.
Data Entry Clerk
Mako Medical Laboratories/Aerotek Staffing (Temp)
11.2020 - 04.2021
- Collected and input data into Microsoft Excel spreadsheet.
- Identified errors and related issues by mentoring to supervisors for resolution.
- Documented and keeping the information confidential.
- Responsible for applying patients to the uninsured Covid-19 program and filing their claims.
Medical Assistant
Duke Eye Center/Quality Staffing (Temporary)
06.2020 - 08.2020
- Pre-screen patients for Covid-19, and preparing examination rooms, cleaning, and arranging equipment.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Escorted patients to examination rooms.
Patient Service Representative
Doctors Making Housecalls
09.2019 - 03.2020
- Routed incoming calls and faxes and detailed messages to expedite response, documenting tasks, data entry, appointment scheduling, and working with companies such as: Mako Laboratories and Quest Diagnostics.
- Transmitting physician orders to pharmacies for refilling prescriptions, and durable medical equipment.
Data Entry Clerk
CVS Specialty/Manpower Staffing (Temp)
06.2019 - 08.2019
- Processing pharmacy claims
- Corrected any data entry error to prevent duplicating issues.
- Verified accuracy and validity of data entered in databases.
Patient Account Representative/Registration Clerk
First Health Of The Carolinas Moore Regional Hospital
05.2018 - 06.2019
- Verifying patient demographics information by confirming purpose of visit and recording medical history.
- Collecting payments, insurance verification, and some medical billing.
Cashier/Pharmacy Technician
CVS Pharmacy
05.2013 - 08.2018
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Assisting pharmacist in labeling and filling prescription.
Education
Associate of Applied Science - Medical Office Administration
Sandhills Community College
Pinehurst, NC05.2019
Skills
- Active Listening
- Time Management
- Adaptability
- Process Improvement
- Decision Making
- Conflict Resolution
- Problem Solving
- Interpersonal Skills
- Customer Focus
- Positive Attitude
- Effective Communication
- Telephone Etiquette
- Attention to Detail
- Performance Metrics
- Multitasking
- Call Center Experience
- Written Communication
- Complaint Handling
- Data Collection
- Appointment Scheduling
- Complaint Resolution
- Scheduling
- Account Updating
- Data Entry
Timeline
FEP Member Services/CSR
Blue Cross Blue Shield Of North Carolina
02.2023 - Current
Patient Service Representative
Anne Arundel Dermatology Association
07.2021 - 02.2023
Customer Service Representative/Appointment Scheduler
Maximus Call Center/Randstad (Temporary)(Remote)
04.2021 - 07.2021
Data Entry Clerk
Mako Medical Laboratories/Aerotek Staffing (Temp)
11.2020 - 04.2021
Medical Assistant
Duke Eye Center/Quality Staffing (Temporary)
06.2020 - 08.2020
Patient Service Representative
Doctors Making Housecalls
09.2019 - 03.2020
Data Entry Clerk
CVS Specialty/Manpower Staffing (Temp)
06.2019 - 08.2019
Patient Account Representative/Registration Clerk
First Health Of The Carolinas Moore Regional Hospital
05.2018 - 06.2019
Cashier/Pharmacy Technician
CVS Pharmacy
05.2013 - 08.2018
Associate of Applied Science - Medical Office Administration
Sandhills Community College