Health Assistant Customer Service resume example with 12+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Knowledgeable and dedicated customer service professional with extensive 13 years of customer service experience in Retail, Auto/ health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing business. My goal is to work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately. To utilize my skills and provide a professional service to customers by applying and honing my knowledge and working in a challenging and motivating working environment. To also enhance my professional skills, capabilities and knowledge in an organization which recognizes the value of hard work and trusts me with responsibilities and challenges.
Skills
Team direction
Staff training
Promotional planning
Decision Making
Policy Knowledge
Customer service oriented
Employee mentoring
Organizational skills
Multitasking
Strong communication skills
Inventory monitoring
Organizing and prioritizing
Cash register operation
Time management
Budgeting and cost control
Schedule management
Problem solving
Data Entry and Maintenance
Customer Retention Strategies
Call Documentation
Upbeat and Positive Personality
Issue and Complaint Resolution
Efficient and Detail-Oriented
Building Customer Trust and Loyalty
Understanding Customer Needs
Proactive Self-Starter
Team-Oriented and Cooperative
Call Volume and Quality Metrics
Calm and Professional Under Pressure
Live chat
Documentation review
Medical terminology
Experience
Health Assistant Customer Service, 09/2022 to 12/2022 Equality Health – Houston, TX,
Maintained strict confidentiality of protected health Information to comply with HIPAA regulations
Obtained proper authorization and identification prior to release of confidential medical records
Verified and updated changes in patient, physician, or insurance to maintain proper billing
Updated and maintained database with accurate customer information and timely data entry
Developed and maintained working knowledge of internal policies, procedures and services to
appropriately address customer issues
Responded to telephone inquiries and complaints following standard operating procedures
Delivered personalized customer service relating to questions and promptly resolved basic problems
on customer accounts
Complied with corporate and regulatory policies regarding information confidentiality and privacy
Investigated and researched issues to determine root causes and appropriate resolution methods
Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve
complaints
Navigated multiple computer systems and applications and utilized search tools to find information
Provided members with policy coverage information for in network providers and coverage procedures
Contacted providers offices when needed to provide correct codes for filing claims
Operated the live chat
Employee Engagement Coordinator, 06/2022 to 09/2022 Advanced Drainage Systems – Olympia, WA,
Interact with employees via phone and chat to help resolve questions they have regarding benefits
and/or payroll
Assist employees in accessing and navigating benefits system
Educate employees on system enhancements related to benefits
Provide explanation of benefits option based on client summary plan descriptions
Assists with life event changes for newly eligible employees, marriages/births, and related dependent
verifications
Establish and maintain effective relationships with client benefits and HR managers
Correspond with benefit carriers to validate benefit coverage
Participate in system testing in preparation for Open Enrollment or new life events
Responsible for creating and monitoring client interactions via CRM system
Escalate non-routine inquiries and issues to Benefits Specialist and/or Benefits Manager
Participate in client related meetings as needed
Assist with client audits as requested
Assist with related special projects as needed
Summarized complicated topics into simple formats for better understanding
Demonstrated respect, friendliness and willingness to help wherever needed
Carried out day-day-day duties accurately and efficiently
Customer Service Representative, 11/2021 to 06/2022 Advanced Drainage Systems – Perry, GA,
Answer incoming call center questions about insurance policies and insurance coverage issues, as well
as consumer complaints and general inquiries
Verify new customers coverage and present policyholders with proof of insurance paperwork
Keep track of all customer inquiries and follow up to verify that all questions are answered regarding
customer policies
Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and
follow up to ensure that the issue has been resolved
Handles each interaction with a genuine desire to connect with the caller while adapting the support
to the customer's needs takes ownership of each interaction while advocating for the customer
Customer Service Representative, 05/2020 to 10/2021 Suddath Companies – Dulles, VA,
Safety and compliance, Answer incoming call center questions about insurance policies and insurance
coverage issues, as well as consumer complaints and general inquiries
Verify new customers coverage and present policyholders with proof of insurance paperwork
Keep track of all customer inquiries and follow up to verify that all questions are answered regarding
customer policies
Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and
follow up to ensure that the issue has been resolved
Handles each interaction with a genuine desire to connect with the caller while adapting the support
to the customer's needs takes ownership of each interaction while advocating for the customer
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer
needs and resolving concerns
Answered customer telephone calls promptly to avoid on-hold wait times
Cultivated customer loyalty, promoted repeat business and improved sales
Educated customers about billing, payment processing and support policies and procedures
Met customer call guidelines for service levels, handle time and productivity.
Claims Adjuster, 02/2020 to 04/2020 Gpm Investments – Edgewood, IL,
Gather information from sources, such as police reports
Investigating each claim, evaluating facts, applying coverage, accurately documenting the file and
paying what is owed
Applying knowledge of state and federal laws, statutes and insurance regulations through the claim
handling process
Investigate and process insurance claims filed by policyholders
Interview claimant and witnesses to gather pertinent information
Perform review of all policies and evaluate coverage of claims taking new claims
Evaluated insurance policies and analyzed damages to determine coverage
Conducted comprehensive interviews of witnesses and claimants to gather facts and information
Evaluated evidence with ultimate goal of creating positive outcomes for client's claims
Reviewed police reports, medical treatment records and physical property damage to determine extent
of liability
Examined claims forms and other records to determine insurance coverage
Deli Manager, 04/2010 to 12/2020 Frys – City, STATE,
Maximized customer satisfaction scores by training employees well and implementing strong customer
relations standards
Hired qualified staff to fill opener shift and closing shift positions
Scheduled over 8 employees by assigning shifts
Completed monthly inventories of food and material stocks
Updated displays, cases and other customer-facing areas to increase sales of special items
Worked with customers placing large or specialized orders, providing samples and recommendations
and responding to requests
Managed productivity through efficient scheduling, task prioritization and process streamlining
Implemented processes and procedures to keep employees on task and workflows running efficiently
Greeted customers with pleasant demeanor, answered questions and responded to inquiries, effectively
improving business relationships
Weekly checking all invoices were paid and that all product was received, if missing any product the
next step was to file for credit, and following up that credit was received.
Education and Training
High School Diploma: , Expected in 05/2009 Paradise Valley High School - Phoenix, AZ GPA:
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