Customer Service Call Center

Karen Shue

Rancho Cordova, California, United States

********@*****.***

linkedin.com/in/karen-shue-8b516410a

Summary

I'm a detail-oriented Customer Service Specialist who believes in helping my customers with any challenges they may face.

I'm a hard worker and a fast learner. Dependable, team oriented. My objective is to obtain a rewarding and challenging position with a company that offers growth and advancement opportunities

Experience

Senior Resolution Specialist/Patient Advocate

CVS Healthcare

May 2022 - Oct 2023 (1 year 6 months)

Received and resolved escalated calls

De-escalated tense situations

Routed complaints to the appropriate departments

Patient Services Representative

CVS Healthcare

Jul 2021 - May 2023 (1 year 11 months)

Scheduled delivery of specialty medications

Escalated calls to appropriate departments when needed Maintained accurate files for patients and providers Tax Technician

Franchise Tax Board

Jun 2020 - May 2021 (1 year)

Answered questions regarding tax laws and tax returns Set-up long and short term payment plans

Verified return and account information

Initiated outbound calls to ensure a satisfactory resolution Customer Service Representative

Health Net Federal Services

Sep 2013 - Oct 2015 (2 years 2 months)

Answered phones and questions from customers concerning Tricare benefits Processed referrals and authorizations while maintaining production standards Adhered to Government guidelines regarding verification of HIPPA Updated patient information via Government reporting systems Made changes to authorizations per request from customer Karen Shue - page 1

Worked on special projects as needed

Customer Service Representative

Kelly Services

Nov 2011 - Sep 2013 (1 year 11 months)

Assisted members with understanding their EOB's and claims Placed outbound calls to providers to assist with billing issues Advised members of their copays, cost-shares and other pertinent information pertaining to their coverage

Followed all rules and regulations set forth by CMS Provided complete, detailed information about all plans available to the customer Education

Irvington High School

Diploma, General Studies

Skills

Insurance • Microsoft Word • Teamwork • Data Entry • HIPAA • Microsoft Excel • Customer Service • Medical Terminology • Process Improvement • Leadership Karen Shue - page 2

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