Janeia Powell
@janeiapowell
Customer service professional specializing in healthcare claims and benefits resolution.
ZimbabweWhat I'm looking for
I am a customer service professional with extensive experience resolving claims and benefit inquiries across healthcare and insurance settings, consistently delivering timely, accurate solutions. I have routinely handled 50–60+ daily inquiries and contributed to a 95% resolution rate and 100% CSAT on quarterly surveys.
I am proficient with CRM systems and tools including Facets and EPIC EHR, and skilled in prior authorization, FMLA administration, and HIPAA-compliant member communications. I bring strong problem-solving, multitasking, and provider-coordination abilities that reduce processing delays and improve member experience.
Experience
Work history, roles, and key accomplishments
SHCustomer Service Agent II
Sutter Health
Jan 2022 - Jan 2024 (2 years)
Managed 60+ daily calls on coverage, prior authorization, and provider updates, ensuring HIPAA compliance and using Facets to verify enrollment, maintaining a 98% first-contact resolution and 100% CSAT.
UNAssociate Leave Specialist
Unum
Jan 2020 - Jan 2022 (2 years)
Evaluated 30+ employee leave cases daily by researching FMLA, state laws, and policies to ensure eligibility and compliance, made 10+ outbound calls daily to expedite documentation, reducing return-to-work delays by 50%.
UNMedical Support Specialist
Unum
Jan 2019 - Jan 2020 (1 year)
Verified new FMLA claims and coordinated with providers to collect documentation, drafting 10+ daily written requests and reducing claim processing delays by 60% while improving claim accuracy.
Patient Service Representative
Erlanger Medical Center
Jan 2018 - Jan 2019 (1 year)
Performed front-desk operations using EPIC for multi-line phone support, data entry and scheduling 30+ patient appointments daily, improving intake efficiency and maintaining 100% billing accuracy.
MOCustomer Service Representative
Mutual of Omaha
Jan 2024 - Present (1 year 8 months)
Resolved 50+ customer inquiries daily using internal CRM to address complex account and benefit issues, achieving a 95% resolution rate and reducing repeat inquiries by 15% through improved claim-submission guidance.
TCMerchandise Associate
TJX Companies
Jan 2022 - Present (3 years 8 months)
Delivered high-quality customer service across multiple store areas, supported merchandising and promoted loyalty programs while serving 50+ customers per shift to ensure strong shopping experiences.
T-Customer Service Representative
T-Mobile
Jan 2016 - Present (9 years 8 months)
Resolved 50+ daily customer inquiries by recommending tailored mobile plans and guiding device troubleshooting, reducing escalations by 30% and improving retention and first-call resolution.
Education
Degrees, certifications, and relevant coursework
CCChattanooga State Community College
Technical Diploma, Applied Office Technology
Earned a Technical Diploma in Applied Office Technology from Chattanooga State Community College.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
United StatesJob categories
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