TONY D. WILLIAMS

1304 Florentine Drive

Fort Worth, TX 76134

tony.williams3000@gmail.com; 210-730-3133

 

 

 

SUMMARY

·   Over 5 Years of Experience in the IT Industry

·   More than 10 Years Experience in Customer Service/Call Center

·   Handled approximately 200 telephone calls daily regarding patient medical Information.

·   Received inbound calls both commercial and private vendors requesting technical support for Apple

products (iPad, iPhone, iPods, and CPU’s); worked to resolve customer issues/concerns

·   Received inbound calls both commercial and private vendors; maintained customer information

·   Rerouted damaged items utilizing SAP program

·   Experience with BW

 

EDUCATION

Business Administration/Music, 1986 - Gordon College, Barnesville, GA

 

PROFESSIONAL EXPERIENCE

Mindlance/Express Scripts, Memphis, TN                                                 06/2014– 10/2014

Insurance Specialist

·   Verified insurance eligibility. Reviewed requests from doctors and pharmacists to determine whether medication coverage prior authorization can be given by screening and reviewing requests based on benefit plan design, client specifics and clinical criteria.

·   Notified patients of insurance eligibility/benefits and financial responsibility.

·   Coordinates Prior Authorization Process from start to finish.

·   Processed pharmacy claims, insurance verification, chart-noting, MD, patient and insurance calls, and other projects.

Media Riders/Xerox ACS, Houston, TX               12/2013-04/2014

Pharmacy Tech

·Provided customer service to Silver Script Medicare D patients

·Explained medication needs and alternatives to enrollees

·Processed faxed prescription requests from prescribers and enrollees

·   Ensures that all transactions are submitted in a timely and accurate manner

·Resolves all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary

·   Follows all standard operating procedures, display reliability

·Updated and maintained enrollee profiles.

 

E-Team/Mercer, Houston, TX                                                                                   07/2013– 12/2013

Participant Services Representative

·Answered incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services

·Communicated in a clear, concise and confident manner in order to provide an excellent customer services experience

·   Ensured that all transactions are submitted in a timely and accurate manner

·Resolved all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary

·   Followed all standard operating procedures, display reliability

 

Mindlance/Becton and Dickinson, San Antonio, TX                                                12/2011– 10/2012

Customer Support/Medical Claims Associate

·Investigated losses to determine cause, scope and extent of damages and/or liability evaluated claim for purposes of setting reserves and making appropriate payments and/or debt collection;

·   Documented all activity to support the outcome of the claim file

·Achieved fair, equitable and timely claim disposition that was consistent with customer and internal expectations

·Communicated effectively with claimants, clients and other internal or external contacts; maintains positive relationships, created high level of satisfaction with clients, and all other duties as assigned

 

 

 

Volt Workforce Solutions/Apple, San Antonio, TX                                                12/2010– 12/2011

Technical/ Customer Support

·Monitored calls of advisors for quality purposes, Coached fellow advisors on techniques to increase quality customer service.

·   Received inbound calls both commercial and private vendors requesting technical support for Apple

products (iPad, iPhone, iPods, and CPU’s); worked to resolve customer issues/concerns

·   Tracked orders to ensure proper delivery

·   Maintained customer information

 

 

Homesque, San Antonio, TX                                                                                     2/2008 –5/2009

Customer Service Representative/Marketing

·   Resolved customer issues/concerns; tracked orders to ensure proper delivery

·   Received inbound calls both commercial and private vendors; maintained customer information

·Built relationships with various organizations, professional athletes, businesses, and community leaders

·   Kept abreast of community events and various new trends of the industry

·   Utilized organizational and communication skills effectively

·   Used SAP, phone, fax, and email to make changes to existing orders and establish new orders;

·   Increased business by 40% within first month

 

 

 

Mitchell County Board of Education, Camilla, GA                                                  4/1997 – 1/2002

Administrative Assistant

·Provided administrative support to four assistant principals, one principal, and three guidance counselors

·   Updated and maintained student database, tracked grades and attendance for over 800 students

·   Compiled various reports for faculty and staff, maintained vault of over 30 years of student records

·   Assisted with FTE reports and other various state mandated reports, typed various memos and letters

·Handled parent and student concerns when applicable, interpreted policies and procedures as established by the local Board of Education and state, and coordinated travel arrangements

 

 

 

Shands Teaching Hospital, Gainesville, FL                                                               4/1989 – 4/1997

Professional Services Rep/ Call Center-Patient Registration Representative

·   Handled approximately 200 telephone calls daily regarding patient medical Information

·Monitored a centralized call center for the hospital and its clinics when referrals were made to doctors within Shands, made phone calls-in and out-going, entered patient personal, demographic, and third

party billing using HIS system

·   Maintained strong relationships with physicians, employees, and patients; ICD-9 coding; Medical

Terminology; verified Medicaid and other insurance, established affiliate programs throughout

Florida, Southern Alabama, and South Georgia