Lillian Hughes
@lillianhughes
Customer Service Representative specializing in insurance, claims support, and high-volume call resolution.
United StatesWhat I'm looking for
I’m a personable, dedicated Customer Service Representative with extensive experience in the Insurance industry, delivering friendly, results-oriented support and building strong rapport with clients. I’m known for my upbeat, positive attitude, de-escalation skills, and ability to solve complex issues quickly while maintaining a courteous, empathetic tone.
In my current role at KECH, I manage high-volume inbound calls for Tricare West beneficiaries, helping with coverage, eligibility, referrals, and claims. I provide clear guidance for complex claim matters (status checks, documentation requirements, and appeals), and I accurately document interactions while maintaining strict compliance with HIPAA regulations.
Previously, I handled billing, outages, and moves at LGE&KU, including entering service orders, resolving billing correction cases, de-escalating upset customers, and documenting customer contact. I’ve also worked as a Data Entry Clerk entering Cigna medical, HCFA claims, and HRA forms, and as a Customer Service Representative at Senture LLC where I resolved enrollment and claims issues, supported payments and payment plans, and served as an SME for new hire classes on inbound calls.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
KECH
Feb 2025 - Present (1 year 4 months)
Managed high-volume inbound calls for Tricare West beneficiaries, resolving coverage, eligibility, referrals, and claim-status inquiries. Accurately documented interactions and updated sensitive health and insurance data in compliance with HIPAA, including support for documentation requirements and appeals.
Customer Service Representative
LGE&KU
Aug 2022 - Jan 2025 (2 years 5 months)
Handled customer calls for billing issues, outages, and moves, entering electrical service orders and creating billing-correction cases. Performed credit checks through Experian, created new customer profiles, and de-escalated upset customers before routing to supervisors when needed.
Data Entry Clerk
Conduent
Feb 2022 - Aug 2022 (6 months)
Entered Cigna medical data into a database for HCFA claims and HRA forms, ensuring information completeness for processing. Contacted providers to obtain missing patient details and supported accurate claim documentation.
Customer Service Representative
Senture LLC
Sep 2019 - Jan 2022 (2 years 4 months)
De-escalated customer concerns and resolved enrollment and claims issues while maintaining a calm, friendly demeanor. Answered 40–100+ inbound calls per day, assisted with payments and payment plans, documented requests and outcomes, and served as a SME for training new hires.
Education
Degrees, certifications, and relevant coursework
Kaplan College
Medical Assistant, Medical Assisting
Completed training at Kaplan College in Medical Assisting and Computer Office Administration.
Decatur Central High School
GED, General Education Development (GED)
Earned a GED credential through Decatur Central High School.
Availability
Location
United StatesAuthorized to work in
Job categories
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