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Skills

  • Handling confidential and sensitive healthcare data
  • Customer service performance tracking
  • Key stakeholder relationship building
  • Professional telephone demeanor
  • POS systems expert
  • Client relationship management and retention
  • Account management
  • Credit card processing
  • Audit preparation and successful completion
  • Call Center Operations Optimization

Work Experiences

  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Collaborated with vendors to plan more than 2 daily pickups and weekly deliveries.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Welcomed, greeted, and assisted customers, generating $11 in one year revenue in a high-traffic store.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • In the top 18% of employees for successful coordinated.
  • Educated employees on company procedures and services.

Summaries

  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Medicare Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Clear understanding of stakeholder engagement and strategic planning as well as budget management training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Costs were consistently reduced while profits were increased.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Achieved success in providing unsurpassed customer service.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer service specialist with over 4 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Led the training of 9 new customer service representatives on Medicare policies, resulting in a 76% reduction in compliance errors by the past year.
  • Raised Medicare customer satisfaction scores by 50% points through personalized service and clear communication.
  • Improved Medicare plan upselling process, increasing average plan upgrades by 44% within one year.
  • Used active listening and conflict resolution skills to mediate between customers and Medicare providers, resulting in a 66% decrease in unresolved disputes.
  • Participated in the creation and testing of updated billing processes for Medicare plans, cutting processing errors by 54%.
  • Worked with the appeals team, successfully resolving 18 high-profile Medicare appeals with a resolution rate of 33% within the past year.
  • Drove process improvements in Medicare claims tracking, cutting down manual processing time by 69% minutes through automation initiatives.
  • Facilitated 8 Medicare-related workshops for internal teams, leading to improved agent performance and customer feedback scores.
  • Assessed Medicare claim discrepancies in collaboration with finance teams, recovering 4 in overpayments.
  • Reduced call handling time by 44% through streamlined issue diagnosis and efficient knowledge sharing among team members.

Affiliations

  • National Association of Health Care Assistants (NAHCA) member
  • Certified Healthcare Access Associate (CHAA) 2018
  • National Association of Social Workers
  • National Healthcare Compliance Association (HCCA) Trainee
  • American Health Care Association (AHCA) Member
  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Society of Medicare Customer Advocates (SMCA)
  • Healthcare Financial Management Association (HFMA) Conference Attendee
  • Member of American Medicare and Medicaid Planning Association (AMMPA)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Medicare Specialist (CMSA)
  • Certified Call Center Manager (CCCM) - Healthcare Focus
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • Certified Managed Care Professional (CMCP)
  • Certified Hospice and Palliative Care Administrator (CHPCA)
  • Certified Medical Interpreter (CMI)
  • First Aid/CPR Certified
  • Certified Medical Compliance Officer (CMCO)

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