Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, NC
05.2019

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

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Nikesha Spencer