Thadene Peace
Holly Springs
Summary
Detail-oriented and empathetic Customer Support and Healthcare Services Specialist with over 10 years of experience in high-volume call centers, medical communications, and patient services. Adept at handling complex inquiries, verifying insurance, de-escalating issues, and providing exceptional support via phone, email, and chat. Proven ability to adapt quickly, work remotely, and manage time effectively in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Grievance Analyst
Convey Health Solutions
Remote
08.2025 - 01.2026
- Investigated customer feedback to identify and address specific issues concerning health insurance plan coverage.
- Research customer accounts to gain knowledge of account specifics
- Respond in letter form using predesigned templates and customized language
- Proofreading letters to ensure they are free of errors before sent to customers
Customer Support Specialist
Duke Energy
Raleigh, NC
10.2023 - 10.2024
- Handled over 100 daily inbound calls with a focus on payment processing, billing, and service inquiries
- Assisted customers with online self-service tools and account navigation
- De-escalated high-bill complaints and provided resolution or escalation as needed
- Sent email and mail correspondence related to billing, usage, and proof of service
- Participated in emergency overtime during multistate outage events
Program Specialist
Labcorp
Raleigh, NC
06.2021 - 06.2023
- Conducted insurance verifications and determined patient out-of-pocket responsibilities
- Submitted prior authorizations and followed up with insurance payers
- Supported patients through email/chat for quick and comfortable assistance
- Worked across multiple systems for accurate patient data documentation
Medical Communications Specialist
PPD
Morrisville, NC
10.2014 - 07.2021
- Provided professional responses to consumer calls about healthcare products
- Monitored quality via peer reviews and call inspections
- Reviewed and followed up on adverse social media comments to maintain public trust
- Collaborated in cross-functional teams and successfully worked remotely (2015–2018)
Customer Experience Specialist
TrialCard
Cary, NC
08.2013 - 10.2014
- Explained program benefits and enrolled customers in medication savings programs
- Handled inbound calls and assisted with re-enrollment or discontinuation follow-ups
- Worked remotely to provide flexible customer support
Front Desk Medical Receptionist
North Raleigh Medical Center
Raleigh, NC
02.2010 - 07.2013
- Verified insurance and greeted patients professionally upon arrival
- Scheduled appointments and maintained accurate medical records
- Ensured smooth check-in and check-out processes for all patients
Education
Associate Degree - Criminal Justice
Ancora College
Raleigh, NC12-2018
Medical Assistant Certification - undefined
Gwinnett College
Raleigh, NC06-2010
Skills
- Customer Service & Call Handling
- Insurance Verification & Authorization
- Electronic Medical Records (EMR)
- Typing & Documentation
- Remote Work Tools & Communication
- Patient Registration & Reception
- Quality Assurance & Compliance
- Microsoft Office Suite & Web Portals
Timeline
Grievance Analyst
Convey Health Solutions
08.2025 - 01.2026
Customer Support Specialist
Duke Energy
10.2023 - 10.2024
Program Specialist
Labcorp
06.2021 - 06.2023
Medical Communications Specialist
PPD
10.2014 - 07.2021
Customer Experience Specialist
TrialCard
08.2013 - 10.2014
Front Desk Medical Receptionist
North Raleigh Medical Center
02.2010 - 07.2013
Medical Assistant Certification - undefined
Gwinnett College
Associate Degree - Criminal Justice
Ancora College