CD

Caria Dorsey-Hawkins

Professional Summary

Results-oriented and dedicated Customer Service Representative with 10 years of experience in providing exceptional support to customers. Proficient in addressing inquiries, resolving issues, and enhancing overall customer satisfaction. Known for my excellent communication skills, ability to empathize with customers, and commitment to delivering top-notch service. Adept at multi-tasking, handling high call volumes, and maintaining composure under pressure. Skilled in utilizing CRM systems and maintaining accurate records. Seeking to leverage my expertise to contribute to a customer-centric team and drive positive customer experiences

Work History

UnitedHealth Group - Enrollment Chat Specialist

Remote

04/2020 - 09/2023

Assurant - Healthcare Customer Service Representative 10/2016 - 04/2020

Sutherland Global - Healthcare Customer Service Representative 12/2012 - 10/2016

Engage with United Healthcare plan members and prospective customers via chat in a friendly, professional, and efficient manner. Respond promptly to inquiries and provide accurate information.

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Develop a strong understanding of United Healthcare plans, coverage options, benefits, and eligibility criteria. Stay informed about healthcare industry updates and changes to effectively assist customers.

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Address and resolve customer issues, concerns, and questions related to healthcare benefits, claims, billing, and general plan information. Collaborate with other departments or teams when necessary to ensure customer satisfaction.

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Efficiently manage multiple chat sessions while providing high-quality customer support and adhering to established response time goals.

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Answer all calls and emails in a timely manner, in adherence to their goal

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Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles

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Schedule patient appointments according to the availability of healthcare providers and the patient's preferences.

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Collaborate with medical staff and healthcare providers to ensure the scheduling of appropriate and timely appointments.

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Respond to inquiries from healthcare plan members, providers, and other stakeholders in a prompt, courteous, and professional manner. Address questions, concerns, and issues related to healthcare services, coverage, claims, billing, and general information.

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Navigate and utilize internal databases, knowledge bases, and healthcare-related resources to access accurate and up-to-date information to assist customers effectively.

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Provide information and guidance to customers on healthcare plan options, benefits, and eligibility criteria to help them make informed decisions.

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Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the company's database or CRM system.

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ad0un1@r.postjobfree.com

346-***-****

Houston TX

Skills

● Customer Service

● Chat Assistance

● Open Enrollment

● Problem-Solving

● Remote Tools

● Time Management

● Communication Skills

● Product Service Knowledge

● Professionalism

● Attention to Detail

● Call Center Operations

● Remote Customer Service Operations

● Inbound/Outbound Callings

● Email Support

● Team Collaboration

● Multitasking

● Healthcare Software Proficiency

● Skilled Collaborator

● Payment Processing

● Compliance

● Billing Inquiries

● Outage Coordination

● Benefit Verification

● Healthcare Support

● Customer Assistance

● Denial Management

● Root Cause Analysis

● Data Analysis

● Regulatory Compliance

● Process Optimization

Education

2011

Aldine High School

Houston, TX

High School Diploma

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