TEMEKIA BELL
Hammond
Summary
Licensed Health Insurance Agent in the state of Louisiana with over 5 years of experience in healthcare and insurance services. Specialized in navigating health benefits, Medicare and Medicaid claims, and regulatory compliance, with a proven ability to convert inbound inquiries into upsell opportunities. Consistently maintains a 95%+ customer satisfaction score by resolving complex issues with empathy and precision. Proficient in Salesforce, EPIC, and Zendesk, with deep expertise in policy servicing, client advocacy, and cross-functional collaboration across payer systems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Billing Customer Service Representative
United Healthcare
01.2022 - Current
- Champion continuous improvement by identifying trends in billing errors through regular audits, proposing actionable solutions, and driving initiatives to enhance efficiency and accuracy.
- Accurately submitted and processed over 100 healthcare claims weekly, reducing turnaround time by 20% and improving client satisfaction through timely reimbursements.
- Maintained a customer satisfaction score (CSAT) of 95%+ by proactively resolving issues, advocating for customer needs, and ensuring service excellence.
- Leveraged Salesforce to monitor over 300 customer interactions monthly, ensuring accurate records that enhanced team efficiency and boosted customer satisfaction.
- Utilized Salesforce to analyze customer data bi-monthly, uncovering upselling opportunities that enhanced customer satisfaction by 15%.
- Delivered empathetic service during high-stress calls, turning frustrated customers into loyal clients.
- Resolved 95% of claim discrepancies within SLA timelines across Medicare, Medicaid, and commercial payers.
- Cultivated strong relationships with providers through proactive outreach, leading to a 30% faster issue resolution and improved payment timelines.
- Remote
Associate Clinical Administrative Coordinator
United Healthcare
04.2022 - 09.2023
- Provided prompt and effective support to over 100 customers each week on coverage, claims status, and billing inquiries, enhancing overall customer satisfaction and trust.
- Remote
Administrative Assistant
Merakey Autism Center
05.2021 - 04.2022
- Implemented a robust client assessment system, improving data accuracy by 30% and enhancing service delivery efficiency.
Inside Sales Associate
Teleperformance
01.2017 - 01.2021
- Streamlined communication workflows and escalations, enhancing operational alignment and compliance with organizational policies while reducing response times by 20%.
- Strengthened client relationships through consistent, high-quality service and proactive problem resolution, increasing trust and long-term engagement for 200+ clients.
- Assuredly guided over 150 policyholders through the claims process during high-stress incidents, achieving a 95% satisfaction rate.
- Negotiated pricing and service agreements with prospective clients, achieving a 95% deal closure rate.
- Converted inbound inquiries into upsell opportunities, consistently exceeding quarterly revenue targets.
- Optimized call documentation and lead tracking processes using Salesforce and Zendesk, improving efficiency by 30%.
- Remote
Education
Medical Assistant Certificate - Nursing Administration
Camelot College
Baton Rouge, LA04-2009
GED - undefined
Southeastern Louisiana University
Skills
- Licensed Agent
- First Call Resolution (FCR)
- Sales Pipeline Management
- Cold Calling
- Customer Relationship Management
- Negotiation Skills
- Active Listening
- Sales Forecasting
- Team Collaboration
- Market Research
- Pipeline Management
- Customer Needs Assessment
- Cross-selling and Upselling
- Invoice processing
- Payment processing
- Sales support
Certification
- Licensed Agent - Life and Health
- AHIIP Certificate
Timeline
Associate Clinical Administrative Coordinator
United Healthcare
04.2022 - 09.2023
Senior Billing Customer Service Representative
United Healthcare
01.2022 - Current
Administrative Assistant
Merakey Autism Center
05.2021 - 04.2022
Inside Sales Associate
Teleperformance
01.2017 - 01.2021
GED - undefined
Southeastern Louisiana University
Medical Assistant Certificate - Nursing Administration
Camelot College