Dedicated and personable Customer Service Representative with 6 years of experience in providing exceptional support and assistance to customers. Adept at quickly understanding customer needs and resolving issues with efficiency and professionalism. Proven track record of maintaining high customer satisfaction through clear communication, active listening, and effective problem-solving. Strong multitasking skills, coupled with a comprehensive knowledge of healthcare and insurance products and services. A team player is known for collaborating seamlessly with cross-functional teams to enhance the overall customer experience. Seeking to leverage my expertise in delivering top-tier customer service this company’s continued success.
● Completed customer insight reports and input over 12,000 units of sensitive data.
● Provided information to customers by verifying their requests: answering questions, and aiding assistance. Communicated with customers using established phone and email/chat etiquette.
● Trained 10 new hires on company-specific policies, procedures, and compliance guidelines.
● Resolved customer inquiries in a timely fashion and within SLAs
● Took ownership of customers' issues and followed problems through to resolution.
● Set and meet deadlines per internal and external customer expectations.
● Addressing minor problems and escalating complicated situations to the proper channels.
● Processed large quantities of data by using excellent typing skills of 70 words per minute.
● Coordinated resources, equipment, meetings, and information in support of the company's department projects.
● Analyzed internal policies, processes, and products compared to trends, customer complaints, and inquiries.
● Responded to customer inquiries via telephone, email, or chat to provide non–technical problem resolutions.
● Contributed to the content and general organization of documents related to customer operations, including SOPs, email templates, internal knowledge base articles, and more.
● Communicated with providers, pharmacies, etc. regarding patients' health insurance coverage.
● Ensured active data maintenance and upkeep for over 150 individual client accounts.
● While utilizing CRM and Salesforce to ensure that the company is running properly.
● Prepared and sorted documents.
● Tracked progress and provided status updates.
● Finding a satisfactory solution to a given problem per standard operating procedures. Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment.
• Processed accounting receivables and incoming payments in compliance with HIPPA regulations.
• Maintained and grew payor relationships.
• Ensured that optimal billing processes were being conducted and systems were accurately updated with client information.
• Completed follow-ups with Medicaid, Medicare, and Commercial payors as well. Identified root causes of insurance denials, sent appeals to payors, and strived to minimize lost revenue.
Bachelors
Still Attending Majoring in Health Administration
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