M
Marcel Ogunmwonyi
About
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Texas, United States
Résumé
Jobs
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- ZSenior Customer Service RepresentativeZelis HealthMar 2022 - May 2025 (3 years 3 months)• Served as the primary point of contact for healthcare providers, payers, and patients regarding claim payments, repricing, remittance advice, and portal navigation—handling up to 75 inquiries daily across phone, email, and secure chat. • Delivered high-quality service support for Zelis' provider and payer platforms, resolving complex issues related to Explanation of Payments (EOP), Electronic Remittance Advice (ERA), and Virtual Card transactions. • Assisted providers in reconciling claim payments through the Zelis Payments portal by clarifying fee schedules, contractual adjustments, and third-party repricing outcomes. • Investigated and resolved payment discrepancies by liaising with claims analysts, third-party reprices, and payer r
Customer Service SpecialistDocMe360Jan 2020 - Mar 2022 (2 years 3 months)• Handled 60–90 daily inbound calls from patients, providers, and insurers, resolving inquiries related to appointments, billing, prescriptions, and health plan benefits. • Provided empathetic, confidential support to patients regarding test results, care coordination, and account status, ensuring full HIPAA compliance. • Assisted patients in understanding their insurance coverage, verifying benefits, and explaining co-payments and out-of-pocket costs. • Processed prior authorizations, referrals, and claim status checks through coordination with medical offices and insurance providers. • Scheduled appointments across multiple departments and specialties using EHR/EMR systems (e.g., Epic, Cerner). • Investigated and resolved patient co- CCustomer SupportCVS Health,Jan 2019 - Jan 2020 (1 year 1 month)• Recognized as "Customer Hero of the Month" 3x for outstanding support and going above and beyond to assist customers in complex situations. • Responded to customer inquiries regarding prescriptions, billing, and store policies with professionalism and care. • Coordinated with pharmacists and internal departments to resolve customer concerns quickly, reducing complaint resolution time by 15%. • Mentored and onboarded 5+ new team members, sharing best practices in de-escalation, product knowledge, and tone calibration, improving their ramp-up time by 25%. • • Delivered peer coaching sessions that helped boost teamwide quality assurance scores by 15% quarter over quarter. • Maintained up-to-date and accurate customer records, adhering
Education
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- Bachelor of ScienceLagos State UniversityApr 2010 - Apr 2014 (4 years 1 month)
- LHigh School DiplomaLake Highlands High SchoolJan 2004 - Jan 2008 (4 years 1 month)