Summary
Overview
Work History
Education
Skills
Timeline
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TOIA STEPNEY

Park Forest

Summary


Customer service professional with robust background in claims processing, known for achieving high standards and delivering results. Adept at managing complex customer interactions and resolving disputes effectively. Proven ability to collaborate with team members and adapt to changing demands, ensuring seamless service delivery and customer satisfaction.

Overview

26
26
years of professional experience

Work History

CLAIMS CUSTOMER SERVICE REPRESENTATIVE

Evolent Health
10.2016 - 05.2024
  • Interviewed clients and took calls to provide customer service and obtain information on claims.
  • Facilitated payment of approved claims by submitting required paperwork in a timely manner.
  • Provided excellent customer service to clients by effectively resolving inquiries and complaints in a timely manner.
  • Analyzed customer accounts to ensure accuracy of billing statements, payments, refunds.
  • Tracked progress on open claims using tracking systems and reports for accurate reporting purposes.
  • Demonstrated strong problem-solving skills to analyze, research and resolve complex claims issues.
  • Committed to delivering excellent customer service while working in a fast-paced environment.

CUSTOMER ACCOUNT EXECUTIVE

Comcast
10.2013 - 09.2016
  • Maintained strong relationships with key customer base.
  • Utilized problem-solving techniques to resolve complex customer inquiries and concerns quickly and effectively.
  • Used negotiation and persuasion skills to influence decision-makers.
  • Analyzed customer needs and provided appropriate solutions to meet those needs.
  • Met deadlines while maintaining high-quality deliverables.
  • Committed to delivering excellent customer service while working in a fast-paced environment.

PATIENT CARE TECH/MEDICAL BILLING

Rush University Medical Center
10.2003 - 01.2012
  • Developed and maintained effective relationships with patients by providing compassionate support throughout their healthcare journey.
  • Used computer and job-related software to compile and record medical charts and reports.
  • Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies.
  • Taught patients to use home health care equipment.
  • Exhibited strong organizational skills while managing multiple tasks simultaneously with accuracy and efficiency.
  • Participated in quality improvement initiatives designed to improve overall patient satisfaction scores.
  • Worked with coworkers to complete tasks.

DISPATCHER SERVICE REP

AAA Chicago Motor Club
12.1997 - 04.2002
  • Advised personnel of traffic delays due to construction areas and accidents.
  • Relayed work orders, messages, or information to or from drivers by telephone or two-way radio.
  • Reported driver performance issues or concerns to appropriate management for resolution.
  • Communicated clearly and concisely to reduce errors and provide complete dispatch data.
  • Relayed information to or from work crews using telephones and two-way radios.
  • Demonstrated strong problem solving skills in resolving customer inquiries and complaints.

Education

High School Diploma -

Calumet High School
Chicago, IL

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H.P. Esthetics Career College
01.2010

Skills

  • Strong negotiation skills
  • Cross-selling proficiency
  • Empathy and patience
  • Goal-oriented mindset
  • Claims support
  • Claim processing
  • Billing resolution
  • Client education
  • Insurance terminology
  • Teamwork
  • Time management
  • Data entry proficiency
  • Compliance awareness
  • Call management
  • Customer education

Timeline

CLAIMS CUSTOMER SERVICE REPRESENTATIVE

Evolent Health
10.2016 - 05.2024

CUSTOMER ACCOUNT EXECUTIVE

Comcast
10.2013 - 09.2016

PATIENT CARE TECH/MEDICAL BILLING

Rush University Medical Center
10.2003 - 01.2012

DISPATCHER SERVICE REP

AAA Chicago Motor Club
12.1997 - 04.2002

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H.P. Esthetics Career College

High School Diploma -

Calumet High School

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TOIA STEPNEY