Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aishia M Mills

Virginia Beach

Summary

Seasoned senior customer service professional with over 6 years of experience in call center and customer service. Known for meticulous attention to detail and adept handling of daily calls to ensure exceptional customer service and swift resolution of issues. Enthusiastic client services expert with a solid background in engaging industry customers, well-versed in products, services, and consumer trends. Dependable achiever dedicated to upholding the highest ethical standards, building customer trust, and driving business profitability through professional relationships. Astute call center professional with refined communication skills, exceptional organizational abilities, and a knack for overcoming customer objections. Motivated team player committed to delivering top-notch service and achieving business success.

Overview

9
9
years of professional experience

Work History

Patient Care Specialist

Sentara Foot and Ankle Specialist
05.2024 - Current
  • Implemented safety protocols within the workplace to minimize risks for both patients and staff members alike.
  • Enhanced patient satisfaction by providing timely and compassionate care.
  • Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
  • Provided emotional support to patients and their families during challenging moments, fostering trusting relationships throughout their healthcare journey.
  • Reduced patient wait times by efficiently managing schedules and appointments.
  • Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
  • Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Maintained a well-organized filing system for easy document retrieval and improved office workflow.

Customer Service Representative

Ingenio RX
02.2022 - 04.2024
  • Focusing on Member's care ensuring no delay in therapy
  • Initiating prior authorization request using clinical information provided from members, pharmacists, servicing providers and healthcare professionals
  • Forward all clinical information to prove medical necessity and plan clinical criteria has been met to determine outcome of prior authorization request.
  • Answer inbound calls to facilitate customer service.
  • Made outbound calls to obtain clinical information if missing.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Initiate faxes received from healthcare professionals containing clinical documents to ensure health plan timeframe are met
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Import Logistics Specialist

Randstad
07.2021 - 02.2022
  • Coordinated incoming and outgoing shipments to maintain schedules.
  • Tracked supply, equipment and product inventory quantities to maintain necessary levels.
  • Issued timely and accurate responses to both internal and external inquiries.
  • Tracked and managed transfer paperwork such as packing lists.
  • Assisted with incoming calls and emails regarding shipment status

Senior Customer Service Representative

Capital One
08.2019 - 04.2021
  • Managing cardholders payment, ensuring products and disclaimers were understood before processing any changes and advising members of product opportunities their accounts may qualify for
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Consulted with customers regarding needs and addressed concerns.
  • Collated customer names, contact and payment information to streamline future interactions.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Benefits Enrollment Specialist

Conduent
08.2018 - 02.2019
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Checked employees' benefits enrollment for accuracy and inputted all data into system.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Updated benefit cost summaries for employer cost tracking.
  • Managed Employees benefits and assisted with any changes while being employed with Lockheed Martin

Pharmaceutical Assistant

Alorica
09.2016 - 08.2018
  • Assisted pharmaceutical staff with rejected pharmacy claims received. Provided submission clarification code to receive paid claims
  • Managed inbound calls from pharmacy staff and benefit specialists
  • Processed pharmacy overrides
  • Managed plan information to health care advocates to ensure the member understands their plan.
  • Addressed pharmacy staff concerns regarding over-the counter medications, out of pocket max, deductibles , and copay information regarding members responsibility
  • Communicated with insurance companies for billing purposes.
  • Calculated anticipated drug usage for prescribed period.
  • Reviewed Members plan to advise override availability.

Education

Master in Public Health - Public Health

South University
Virginia Beach, VA
06-2028

Bachelor of Science in Public Health - Public Health

South University
Virginia Beach, VA
06-2024

Skills

  • Experienced with Microsoft Office application
  • Proficient in managing multiple tasks
  • Analytical problem-solving
  • Strong written communication skills
  • Data management skills
  • Confidential information protection
  • Effective inquiry resolution
  • Electronic Information Systems
  • Critical Thinking
  • Corrective Actions
  • Excellent Attention to Detail
  • Computer Proficiency
  • Advanced Excel
  • Clinical data management
  • Healthcare analytics
  • Knowledgeable in medical terminology
  • Quality improvement
  • Patient confidentiality
  • Insurance eligibility verification
  • Patient appointment management
  • Insurance verification processes
  • Expertise in HIPAA compliance
  • Team collaboration skills
  • Appointment organization skills
  • Medical terminology

Timeline

Patient Care Specialist

Sentara Foot and Ankle Specialist
05.2024 - Current

Customer Service Representative

Ingenio RX
02.2022 - 04.2024

Import Logistics Specialist

Randstad
07.2021 - 02.2022

Senior Customer Service Representative

Capital One
08.2019 - 04.2021

Benefits Enrollment Specialist

Conduent
08.2018 - 02.2019

Pharmaceutical Assistant

Alorica
09.2016 - 08.2018

Master in Public Health - Public Health

South University

Bachelor of Science in Public Health - Public Health

South University

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Aishia M Mills