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PHONE NUMBER AVAILABLEEMAIL AVAILABLERemote customer service representative with over 10 + years' experience in telephone and face-to-face customer service. Extensive experience in sales, troubleshooting, tech support, healthcare support, and customer care. Knowledgeable with major customer service software, handling customer complaints, and maintaining a positive and friendly disposition. Hoping to use my wealth of experience to attain employment in a customer service role. Type 65 WPMMicrosoft ExcelMedical terminology knowledgeTechnical SupportCustomer Relationship Management (CRM)Data EntryMicrosoft Office expertiseAppointment Scheduling02/2024 to CurrentOPTUM HEALTHEden Prairie, MinnesotaCustomer Service RepresentativeEfficiently handled incoming phone calls and coordinated 150 medical appointments, showcasing strong communication skills.Efficiently collected co-payments, co-insurance, deductibles, ensuring precise record-keeping of all transactions. Managed confidential medical records, including file maintenance, scanning, and preparation for scheduling. 06/2023 to 02/2024ALIGNMENT HEALTH PLANOrange, CaliforniaCustomer Service RepresentativeDelivered clear and concise explanations of plan's procedures, protocols, benefits, services, and relevant details to individuals seeking information in the Member Experience Department. Responded promptly to complaints by following the department's Complaint/Grievance Policy and Procedures for both the health plan and its contracted facilities. Responded promptly and effectively to member inquiries regarding network provider modifications, transportation needs, or any additional forms of requested aid. 03/2023 to 06/2023CENTENE CORPORATIONSt. Louis, MissouriCustomer Service RepresentativeManaged a high volume of calls in a call center environment, using TruCare Cloud and Amisys systems to promptly respond to inquiries from Texas Medicaid provider offices following established protocols. Communicated accurate and concise details on Texas Medicaid and Medicare member benefit eligibility, claim status, and provider affiliation enrollment.Served as the primary point of contact for Texas Medicaid providers, ensuring their overall needs and concerns were consistently addressed.01/2022 to 03/2023LEGALZOOMGlendale, CaliforniaCustomer Service RepresentativeSupported development and implementation of efficient processes and technologies, enhancing production quality and optimizing employee satisfaction and retention. Oversaw the movement of mail between remote locations and processing centers, researching disruptions and open cases, communicating with customers, and initiating refunds when required. Maintained the security of customer-sensitive data by preventing unauthorized access and documented the rejection of non-customer mail on a daily basis according to LegalZoom standards. WAYFAIRSUMMARYSKILLSEXPERIENCE05/2021 to 01/2022Boston, MassachusettsCustomer Service RepresentativeDeveloped long-lasting and loyal connections with over 150 Wayfair customers through phone interactions. Assisted 150+ customers with post-order concerns regarding returns, replacements, refunds, delivery status, back-ordered items, and order processing fulfillment. Successfully managed and operated multiple Wayfair Okta software applications including ServiceHub, InfoHub, ServiceNow, and SupportHub technologies.08/2020 to 05/2021CERNER HEALTHKansas City, MissouriCustomer Service RepresentativeAchieved excellence in supporting over 150 internal and external clients of Cerner through the delivery of outstanding customer service and basic technical support in a Tier 1 call-centered setting. Collaborated with a diverse client base of 150+ individuals to resolve key issues through various communication channels.Utilized exceptional problem-solving skills to successfully prioritize and plan the resolution of immediate, confidential client issues both independently as well as within a collaborative team setting. 08/2018 to 03/2020STRATA SKIN SCIENCESCarlsbad, CaliforniaCustomer Service RepresentativeHandled over 60 inbound calls from prospective patients seeking information on XTRAC Laser Therapy treatment, dermatology locations, and health insurance coverage. Generated 50+ new patient leads in E-Synergy database system, ensuring accurate and updated demographics for all dermatology office branches while establishing new patient charts. Facilitated the booking of more than 100 consultation appointments for new patients seeking XTRAC Laser therapy at dermatology practices across the nation. 08/2017 to 08/2018LAMPS PLUSChatsworth, CaliforniaCustomer Service RepresentativeDelivered exceptional customer service by handling over 150 incoming calls from prospective Lamps Plus clients with a focus on attentive listening to promptly resolve their inquiries. Engaged in effective communication with new Lamps Plus customers, utilizing a friendly and positive approach to address questions about billing statements and assist with product returns. Implemented and upheld rigorous quality control protocol for record management system encompassing customer payment methods including credit cards, debit cards, cash, and checks. 09/2016 to 12/2016WILLIS TOWERS WATSONArlington, VirginiaCustomer Service RepresentativeManaged the processing and certification of more than 100 requests for annual open enrollment healthcare, pension, and life insurance benefits from Enterprise Rent-A-Car employees. Accurately completed and processed over 200 Evidence of Insurance (EOI) forms for our client, Enterprise Holdings, Inc.Conducted comprehensive training sessions for Enterprise employees on health, dental, vision, life-insurance policy details.07/2016 to 09/2016CLEARBALANCESan Diego, CaliforniaCustomer Service RepresentativeManaged a portfolio of more than 200 customer-friendly, low-interest cost medical consumer loan programs that facilitated the reimbursement of healthcare service costs. Effectively communicated the specifics of monthly customer billing charges and skillfully processed over 200 payments through diverse methods like credit cards, debit cards, checks, and cash. Successfully transferred more than 250 consumer loan accounts back to the customer's hospital corporate billing office department, working directly with office Team Leads. 04/2016 to 07/2016PLANNED PARENTHOODNew York, New YorkCustomer Service RepresentativeEnsured accurate verification of health insurance coverage for over 150 patients, assessing eligibility benefits and costs associated with healthcare services, office visits, and procedures from third-party and governmental payers. Managed a high-volume caseload of over 200 patient medical appointments, prioritizing timely scheduling of confidential surgical procedures based on the physician's monthly clinical calendar. Sought solutions for patients facing financial limitations by establishing alternative payment arrangements within Planned Parenthood San Diego's parameters.11/2014 to 04/2016COVANCE CLINICAL RESEARCHWest Windsor Township, New JerseyCustomer Service RepresentativeAchieved exceptional customer service by efficiently handling and resolving over 95 incoming calls regarding the status of health insurance benefit appeals for Otezla medication. Maintained accurate records of customer calls in call center tracking system, adhering to Covance Market Access guidelines for handling escalated calls.Carried out extensive research on health insurance benefits, conducting over 200 verification studies to determine if customers were eligible for trial step-therapy treatment options. 06/2008 to 10/2011FORT BRAGG SOLDIER SUPPORT CENTERFort Bragg, North CarolinaHuman Resources RepresentativeProcessed 250+ employee payroll timecards and attendance sheets utilizing a database tracking system. Achieved successful completion of 200+ background checks for current personnel and prospective hires, effectively conducting phone screenings and confirming employment information. Demonstrated exceptional record-keeping skills in managing I-9 forms.Organized health insurance benefits and open annual enrollment meetings for employees, overseeing new hire and re-hire orientations regarding enrollment as well as handling any health insurance benefit concerns. 09/2002 to 06/2008NAVAL AIR STATION HOSPITAL LEMOORELemoore, CaliforniaMedical Office RepresentativeHandled 150+ calls from new and existing patients, relaying confidential messages to Family Medicine team for urgent patient care.Regularly communicated with supervisors and team members to ensure accurate documentation, recording of patient medical records.Streamlined appointment scheduling by collecting patient co-pays and verifying insurance before routine visits. BACHELOR OF SCIENCE: HEALTH ADMINISTRATION 10/2017 California College San Diego, San Diego, CAFall - Spring Semester, 2016 - 2017 - Dean's List3.92 GPAASSOCIATE OF OCCUPATIONAL STUDIES: MEDICAL ASSISTING 06/2016 California College San Diego, San Diego, CAFall - Spring Semester, 2015 - 2016 - Dean's List3.90 GPATitle: CUSTOMER SERVICE REPRESENTATIVEEDUCATION AND TRAININGPERSONAL INFORMATION |
