Takenya Gulley

Detail-oriented and results-driven Customer Care & Healthcare Support Professional with 8+ years of experience in high-volume call centers, insurance claims processing, and patient support. Demonstrated success managing 60+ daily interactions while maintaining high accuracy, compliance, and customer satisfaction. Experienced in prior authorizations, insurance verification, medical records review, and healthcare data research.

Strong ability to analyze documentation, resolve discrepancies, and support efficient authorization workflows. Proficient in EMR and CRM systems with a deep understanding of HIPAA regulations. Seeking an entry-level Authorization & Research Specialist role to contribute strong analytical, documentation, and problem-solving skills in a healthcare environment.

Customer Service Associate (Seasonal) at Foundever (2026-03 – 2026-04)

• Managed 60+ inbound calls and live chats daily in a fast-paced, high-volume environment during peak tax season
• Provided accurate support for account navigation, billing questions, and service-related concerns
• Resolved customer issues efficiently while maintaining professionalism and compliance standards
• Utilized multiple systems simultaneously to document interactions and track case resolutions
• Consistently met or exceeded key performance metrics including response time, quality, and customer satisfaction

Private Caregiver / Nanny at Self-Employed (2018-01 – Present)

• Deliver compassionate in-home care, assisting clients with daily living activities and personal care needs
• Maintain detailed and accurate documentation of patient conditions, care plans, and progress notes
• Monitor vital signs and ensure adherence to safety protocols and care instructions
• Communicate effectively with families and healthcare providers regarding patient status
• Demonstrate strong organizational skills while managing multiple responsibilities and schedules

Outreach Agent / Medical Records Specialist at RemX (2025-08 – 2026-02)

• Reviewed, analyzed, and processed medical records to ensure accuracy, completeness, and compliance
• Conducted research to resolve discrepancies in patient data, claims, and documentation
• Supported prior authorization and claims workflows by verifying required medical documentation
• Generated reports and maintained data integrity across healthcare systems
• Collaborated with internal teams to improve documentation processes and reduce errors

Member Service & Claims Support Representative at Media Riders (2024-06 – 2025-04)

• Handled high-volume inbound calls related to insurance claims, billing, and coverage inquiries
• Processed claims with a high level of accuracy while ensuring compliance with company policies
• Explained benefits, coverage details, and authorization requirements to members clearly
• Resolved complex issues and escalations through research and problem-solving
• Maintained detailed documentation of all customer interactions and claim updates

Customer Support Associate at TJX Distribution Center (2023-03 – 2023-11)

• Addressed customer and logistics issues in a fast-paced distribution environment
• Coordinated with internal departments to resolve shipment delays and service concerns
• Maintained clear and professional communication with customers and team members

Customer Service Representative at Lincare (2022-12 – 2023-03)

• Verified insurance eligibility and processed prior authorizations for medical equipment and services
• Assisted patients with order management, billing inquiries, and service support
• Ensured compliance with healthcare regulations and documentation standards
• Acted as a liaison between patients, providers, and insurance companies

Technical Support & Customer Care Advocate at ResultsCX (2021-03 – 2022-09)

• Delivered technical and customer support via phone and chat in a high-volume environment
• Diagnosed and resolved system and account issues efficiently
• Achieved strong first-call resolution rates and high customer satisfaction scores
• Documented all interactions accurately in CRM systems

Associate of Science in Medical Office Billing Specialist – Ultimate Medical Academy

High School Diploma – Hastings High School