Focuses and dedicated bilingual health insurance professional motivated to provide superior service. I have planned, developed, supervised, taught, and successfully completed numerous tasks assigned to me in my twenty years in the customer service field. I am ready to apply the same expertise and principles of hard work in starting a meaningful, productive, and challenging career with a prosperous organization in the field of health care administration.
Managed call flow with up to 3 calls in queue per minute.
Exceeded corporate target for customer satisfaction for 8 months in a row.
Served as liaison between management, clinical staff and the community. Expertly planned, coordinated, organized and directed all operations of the agency. Directed the installation of improved work methods and procedures to achieve agency objectives. Corresponded with operations staff to ensure key client deliverables and revenue goals were met. Observed strict confidentiality and safeguarded all patient-related information. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Developed effective relationships with all call center departments through clear communication.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Respond to small and large group inquiries as it relates to health benefits.
Provided accurate and appropriate information in response to customer inquiries.Collected customer feedback and made process changes to exceed customer satisfaction goals.Demonstrated mastery of customer service call script within specified time-frame. Maintained up-to-date records at all times. Ran reports and supplied data to fulfill customer report requirements. Formulated and enforced Service Center policies, procedures and quality assurance measures. Provided cross training to [number] staff members. Trained staff on how to improve customer interactions. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Led a team of customer service representatives to increase service center profitability. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Properly directed inbound calls in phone queues to improve call flow. Worked under strict deadlines and responded to service requests and emergency call-outs.
Handled over 110 calls a day with inquiries from customers in regards to their credit cards. Trained representatives on retention skills and credit card enhancement programs. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Implemented changes to customer service program, resulting in higher customer satisfaction ratings.
Coursework in Health Services
Coursework in Health and Human Services
Coursework in Health Service Policy and Analysis
Professional and friendly
Careful and active listener
Strong knowledge of claims examination, processing & adjustments, and credit card products. Expert knowledge of different health plans and BLUECARD Programs..
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