SHAQUASIA GREENWOOD
Oxford
Summary
Highly motivated and customer-focused professional seeking a career in an environment of growth and excellence. Offering exceptional communication skills, extensive knowledge of insurance benefits, provider billing, and a proven track record of handling escalated member service inquiries with efficiency and professionalism.
Overview
14
14
years of professional experience
Work History
Customer Service Representative I
Trinity Health of New England
02.2024 - Current
- Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location
- Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner
- Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s)
- Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders
- Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor
- Assist in the day-to-day operation of Epic system
Revenue Cycle Specialist - Pre Arrival Unit
UNC Health
10.2022 - 04.2023
- Initiated phone-based estimates by proactively reaching out to insurance companies, ensuring accurate patient benefit verification and estimation for upcoming appointments; streamlined revenue cycle operations and reduced billing errors by 30%
- Contacted insurance companies to verify patient benefits and accumulators, facilitating accurate estimates for upcoming appointments; reduced billing discrepancies and improving revenue cycle efficiency
- Analysis of estimates created each week and sending graphs to my supervisor which provided data from estimates to track insurance companies and the number of estimates submitted each week
- Interacted with insurance carriers to validate coverage for specific procedures and initiated prior authorizations
- Provided low-cost options to patients with OON insurance by coordinating with other departments and provided the dollar amount of service for patients with INN insurance
- Completed productivity tracker as part of role due to remote position
- Established and maintained relationships with customers to gather and process information or resolve issues for accurate reimbursement and optimal customer satisfaction both internally and externally
- Assist in the day-to-day operation of Epic system
Revenue Cycle Specialist
Duke Health
03.2021 - 09.2022
- As a Revenue Cycle Specialist, I provided patient-facing and back-end support while floating between all revenue cycle departments
- Assist in the day-to-day operation of Epic system
- Achieved resolution of outstanding billing issues with patients
- Accessed and resolved insurance company denials and claims edits to ensure proper processing
- Interacted with insurance companies to obtain approvals for procedures and medications
- Ensured that charges on claims were correct prior to submission in consultation with revenue cycle teams
- Revenue cycle specialists supported various aspects of the revenue cycle, including incoming call center, billing and collections, cash management and payment posting, scheduling, pre-registration, and charge capture
- Established and maintained relationships with customers to gather and process information or resolve issues for accurate reimbursement and optimal customer satisfaction both internally and externally
Customer Service Professional
Blue Cross Blue Shield of NC
05.2016 - 08.2020
- Acted as a single point of contact for handling escalated member service inquiries, issues, and process requests received via telephone, internet, webchat, email, and written correspondence
- Utilized integrated service tools to provide fast and accurate information to members, ensuring their needs were met promptly and efficiently
- Engaged, consulted, and educated members based on their unique needs, preferences, and understanding of Aetna's suite of services
- Resolved complex member issues by collaborating with crossfunctional teams, ensuring a seamless and satisfactory resolution
- Maintained detailed records of member interactions, inquiries, and resolutions in accordance with company policies and procedures
- Actively participated in ongoing training and development programs to stay updated on Aetna's products, services, and industry trends
Sr. Customer Service Representative
Xerox
05.2011 - 05.2016
- Handled a high volume of customer inquiries and provided exceptional customer service via telephone and email
- Assisted customers in resolving product or service-related issues, ensuring their satisfaction and loyalty
- Effectively communicated complex information in a clear and concise manner to customers
- Collaborated with internal teams to address customer concerns and provide timely resolutions
- Maintained accurate and up-to-date customer records in the company's CRM system
- Use computer-based systems (RX Claims, RUMBAS, Microsoft, Outlook, APMCAS, Medication searches) to perform customer inquiries
- Responded to inquiries about complaints using standard procedures and scripts
- Gathered customer information and logged customer calls to resolve customer issues in a timely manner
- Maintained up-to-date knowledge of insurance policies regarding benefit changes
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, and fax
- Handled and processed confidential patient information
Education
BACHELOR OF BUSINESS ADMINISTRATION - HEALTH SERVICE ADMINISTRATION
STRAYER UNIVERSITY
RALEIGH, NC03.2025
Skills
- High customer service standards
- Data integrity
- Problem-solving
- Microsoft Office
- Typing 53 WPM
- Understanding of HIPAA and privacy laws
- Oral communication skills
- Medical Terminology
- Medical Billing
- Insurance verification
- Knowledge of Medicare and Medicaid payors
- Critical thinking
Timeline
Customer Service Representative I
Trinity Health of New England
02.2024 - Current
Revenue Cycle Specialist - Pre Arrival Unit
UNC Health
10.2022 - 04.2023
Revenue Cycle Specialist
Duke Health
03.2021 - 09.2022
Customer Service Professional
Blue Cross Blue Shield of NC
05.2016 - 08.2020
Sr. Customer Service Representative
Xerox
05.2011 - 05.2016
BACHELOR OF BUSINESS ADMINISTRATION - HEALTH SERVICE ADMINISTRATION
STRAYER UNIVERSITY
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