Customer Service Representative
Resume:
Columbus Ohio, *****
********@*****.***
RUKAYAT AKINYELE
PROFESSIONAL SUMMARY
Personable and dedicated Customer Service Representative with extensive experience in 8years in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
EMPLOYMENT HISTORY
OCT 2022 - JAN 2023
Customer Service Agent, Elevance, Columbus
• Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
• Received underwriting approvals after accurately completing applications for insurance coverage.
• Fulfilled requests for title documentation, letters of permission and insurance claims.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
• Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
• Answered telephones and directed calls to appropriate medical or administrative staff.
● Proactively engage with customers to anticipate their needs and provide personalized solutions, resulting in increased customer satisfaction and retention.
● Collaborate with other departments to ensure a seamless customer experience.
● Collaborate with cross-functional teams to gather customer feedback and identify areas for improvement in order to enhance the overall customer experience.
● Develop and maintain a thorough understanding of the company's products and services in order to effectively assist and provide solutions to customers.
● Develop and maintain a comprehensive knowledge of insurance policies, procedures, and regulations in order to effectively assist customers with coverage questions and claims processing.
● Provide prompt and accurate answers to customer inquiries to ensure customer satisfaction and loyalty.
● Maintain a positive and professional attitude when interacting with customers, ensuring that their needs are met and their questions are answered promptly.
JUN 2018 - AUG 2022
Customer Service Representative, Comprehensive Cardiac Care, Irvington, NJ
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Compiled information from patients and caregivers or family members to identify care concerns.
Explained policies, procedures and services to patients. Documented and managed patient information in computer system. Scheduled patient appointments and procedures.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Supported hospital and clinic operations using customer service skills and detailed system knowledge.
Referred patients to appropriate professionals and services. Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
EMPLOYMENT HISTORY
OCT 2022 - JAN 2023
Customer Service Agent, Elevance, Aubrey, TX
• Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
• Received underwriting approvals after accurately completing applications for insurance coverage.
• Fulfilled requests for title documentation, letters of permission and insurance claims.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
• Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
• Answered telephones and directed calls to appropriate medical or administrative staff.
JUN 2018 - AUG 2022
Customer Service Representative, Comprehensive Cardiac Care, Irvington, NJ
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Compiled information from patients and caregivers or family members to identify care concerns.
• Explained policies, procedures and services to patients.
• Documented and managed patient information in computer system.
• Scheduled patient appointments and procedures.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Supported hospital and clinic operations using customer service skills and detailed system knowledge.
• Referred patients to appropriate professionals and services.
• Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
SEP 2016 - APR 2018
Customer Representative, Atlantic Energy Solutions, Newark, NJ
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Educated customers on special pricing opportunities and company offerings.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Set up and activated customer accounts.
• Made outbound calls to obtain account information.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Consulted with customers to resolve service and billing issues. JUN 2015 - SEP 2016
Pharmacy Representative, Rite-Aid Pharmacy, Newark, NJ
• Transmitted claims to insurance companies for payment and reconciled EOBs.
• Entered prescription information into computer databases.
• Maintained proper storage and security conditions for drugs.
• Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
• Operated cash registers to accept payments from customers.
• Verified prescriptions and drug labels, documents and packages.
• Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
• Answered telephones to respond to questions or requests. JUN 2015 - SEP 2016
Pharmacy Representative, Rite-Aid Pharmacy, Newark, NJ
• Transmitted claims to insurance companies for payment and reconciled EOBs.
• Entered prescription information into computer databases.
• Maintained proper storage and security conditions for drugs.
• Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
• Operated cash registers to accept payments from customers.
• Verified prescriptions and drug labels, documents and packages.
• Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
• Answered telephones to respond to questions or requests. EMPLOYMENT HISTORY
OCT 2022 - JAN 2023
Customer Service Agent, Elevance, Aubrey, TX
• Customer Service Agent
Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
Engaged customers and provided high level of service by carefully explaining details about documents.
Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
Received underwriting approvals after accurately completing applications for insurance coverage.
Fulfilled requests for title documentation, letters of permission and insurance claims.
Adhered to HIPAA requirements to safeguard patient confidentiality. Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
Answered telephones and directed calls to appropriate medical or administrative staff.
JUN 2018 - AUG 2022
Customer Service Representative, Comprehensive Cardiac Care, Irvington, NJ
• Customer Service Representative
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Compiled information from patients and caregivers or family members to identify care concerns.
Explained policies, procedures and services to patients. Documented and managed patient information in computer system. Scheduled patient appointments and procedures.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Supported hospital and clinic operations using customer service skills and detailed system knowledge.
Referred patients to appropriate professionals and services. Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
SEP 2016 - APR 2018
Customer Representative, Atlantic Energy Solutions, Newark, NJ
• Customer Representative
Documented customer correspondence in CRM to track requests, problems and solutions.
Educated customers on special pricing opportunities and company offerings. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Set up and activated customer accounts.
Made outbound calls to obtain account information. Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Consulted with customers to resolve service and billing issues. JUN 2015 - SEP 2016
Pharmacy Representative, Rite-Aid Pharmacy, Newark, NJ
• Pharmacy Representative
Transmitted claims to insurance companies for payment and reconciled EOBs. Entered prescription information into computer databases. Maintained proper storage and security conditions for drugs. Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
Operated cash registers to accept payments from customers. Verified prescriptions and drug labels, documents and packages. Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
Answered telephones to respond to questions or requests. EDUCATION
DEC 2024 - PRESENT
Bachelor of Science in Health Services Administration, Berkeley College, Little Falls, NJ
SKILLS
Personable and dedicated Customer Service Representative Solid team player
Establishing rapport with clients
Maintaining customer satisfaction
Contributing to company success
Articulate
SKILLS
Enthusiastic
Results-oriented
Passion for building relationships
Cultivating partnerships
Growing businesses
Dedicated Customer Service Specialist
Prioritizing and multi-tasking in fast-paced working environment Successfully working as part of team
Handling escalated customer support issues
HIPAA Guidelines
Referral Verification
Problem-Solving
Customer Service
Data Entry Software
Records Management
Insurance Authorizations
Cash Handling
Database Administration
Patient Billing
Scheduling Tests and Procedures
Medical Records Verification
Patient Referral
Documentation Review
Patient Health Information Access
CPT Coding
Data Entry
Verbal and Written Communication
Call Center Operations
Insurance Policy Sales
Insurance Coverage Verification
Premium Calculations
HIPAA Compliance
Customer Engagement
Insurance Eligibility
Customer Billing
LANGUAGES
English
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