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Customer Service Associate - Benefits Resume Example

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CUSTOMER SERVICE ASSOCIATE - BENEFITS
Professional Summary

Highly enthusiastic Customer Service professional with 10+ years direct client interface experience; maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Skill Highlights
  • Service solutions expert

  • Excellent interpersonal skills

  • Ability to maintain accurate client records

  • Call center management experience

  • Proficient with Microsoft Office Suite

  • Strong organizational skills

  • Telephone inquiries specialist

  • Adaptive team player
  • Seasoned in conflict resolution

  • Extensive medical terminology knowledge

  • Patient/family focused

  • Able to manage client crises

  • Able to work independently and as a member of a team

  • Negotiation competency
Professional Experience
Customer Service Associate - Benefits09/2014 to 06/2015Company NameCity, State
  • Efficiently collects customer feedback and makes process changes to exceed customer satisfaction goals.
  • Provides accurate and appropriate information in response to customer inquiries about health care benefit eligibility and pharmaceutical claims.
  • Demonstrates mastery of customer service protocols within specified time frames.
  • Achieved customer satisfaction rating of 70% within 2 months, exceeding corporate target.
  • Employs active listening to properly direct inbound calls and improve call flow.
  • Provided cross training to 12 staff members.
Personal Care Assistant (In-home Caregiver)08/2011 to CurrentCompany NameCity, State
  • Assists with adequate nutrition and fluid intake.
  • Independently initiates plans of care based on patient assessments.
  • Interacts with patients, families, hospital staff and the general public.
  • Regularly assist patients with physical movements to help restore function and lessen pain and disability.
  • Compassionately assist diverse patients with debilitating conditions.
  • Proactively provides primary resident care and assistance with daily living activities.
  • Participates in the maintenance of safe conditions within the facility and other related areas.
  • Accurately completes and submits clinical documentation in accordance with agency guidelines.
Residential House Parent (Crisis Emergency Shelter)12/2011 to 07/2014Company NameCity, State
  • Successfully compiles relevant information and resources for clients to support them in overcoming mental and emotional problems.
  • Maintains thorough case history records and writes detailed reports.
  • Supports residential clients in completing day to day tasks.
  • Confers with administrators to resolve clients' behavioral and academic problems.
  • Guides youth through the emancipation planning process.
  • Provides mental health support to homeless clients, and connects them with community resources.
Assistant Counselor (Chemical Dependency Rehabilitation)05/2008 to 08/2010Company NameCity, State
  • Conducts outreach, advocacy and rehabilitative services for regular cases and crisis intervention.
  • Teaches clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills.
  • Works with parents and teachers to implement consistent behavior therapy techniques at home and school.
  • Records comprehensive patient histories and coordinated treatment plans with multi-disciplinary team members.
  • Practices cognitive behavioral, motivational enhancement and structural family therapy.
  • Monitored patients prescribed psychotropic medications to assess the medications' effectiveness and side effects.
Admissions Specialist 12/2004 to 03/2008Company NameCity, State
  • Strictly follows all federal and state guidelines for release of information.
  • Accurately Confirms patient information, collected copays and verified insurance.
  • Demonstrates analytical and problem-solving ability by addressing barriers to rehabilitation program admission.
  • Carefully reviewed medical records for accuracy and completion as required by insurance companies.
  • Schedules client transportation and travel arrangements in conjunction with program admission.
  • Accurately explained Comprehensive admissions and intake processes to patients.
  • Develops and maintains effective relationships through effective and timely communication.
  • Provides administrative support for multiple department coordinators.
  • Acts as a liaison between the business department, billers and third party payers in resolving billing and reimbursement accuracy.
  • Efficiently performs insurance verification and pre-certification and pre-authorization functions.
Education and Training
Associate of Applied Science: Surgical Technology2018College of Southern NevadaCity, State, USA
Certification: Professional Massage Therapy2002Nevada School of Massage Therapy City, State, Clark
Skills

Attention to detail, Excellent interpersonal skills, counseling, criminal justice, crisis intervention, clients, customer satisfaction, functional, insurance, notes, Medical terminology, mentor, MS Office Suite, Works, assist patients, training, Patient, advanced problem-solving, Compassionate and trustworthy caregiver,Valid Nevada driver's license progress, Fast learner, rehabilitation, Staff development, Supervisor, team player, therapy techniques, transportation, travel arrangements, treatment plans, workshops, CPR certification, Crisis intervention, First Aid, Caseload management, clinical support, Medicaid regulations, BLS certification, great organizational skills, health care, Careful and active listener, Executive management support

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Resume Overview

School Attended

  • College of Southern Nevada
  • Nevada School of Massage Therapy

Job Titles Held:

  • Customer Service Associate - Benefits
  • Personal Care Assistant (In-home Caregiver)
  • Residential House Parent (Crisis Emergency Shelter)
  • Assistant Counselor (Chemical Dependency Rehabilitation)
  • Admissions Specialist

Degrees

  • Associate of Applied Science : Surgical Technology 2018
    Certification : Professional Massage Therapy 2002

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