Customer Service Advocate II
Resume:
Angela Hughes
Anderson, IN *****
*****************@*****.***
Authorized to work in the US for any employer
Work Experience
Customer Service Advisor II
Concentrix- Aetna Medicare - Daleville, IN
July 2020 to March 2022
Answer inbound calls from members about their benefits, authorizations, claims, and assist with scheduling their transportation. Send out requested materials and documented calls on members accounts as well as update any information they want me to update. Search for network providers and educate/assist them with the website.
• Resolved customer issues
• Managed customer accounts
Front Desk Manager
Borkowski Collision Repair, Inc - Fishers, IN
February 2019 to June 2020
First point of contact for all customers. Answered calls, scheduled appointments, communicated with Insurance Companies to get approval of our repair estimates before repairs were done, converted insurance estimates over to our estimates to print off parts orders for parts manager to order and the repair work order for the technicians, confirmed all scheduled repair appts the weekend before and confirmed and set up car rentals for customers needing a rental, I took payments when vehicle repairs were finished and customer came to pick up vehicle, setup tows to pick up total loss vehicles as well as wrecked undeliverable vehicles needing estimate and repair. Education
GED
Skills
• Typing (10+ years)
• Research (5 years)
• Microsoft Office (10+ years)
• Microsoft Outlook (5 years)
• HIPAA (2 years)
• Customer support
• Time management
• Computer skills
• Data entry
• Customer service
• Communication skills
• Medicare
• Medical terminology
• Insurance verification
• Phone etiquette
• Organizational skills
• Administrative experience
• Front desk
• Computer literacy
• Microsoft Excel
Assessments:
Customer focus & orientation — Highly Proficient
March 2022
Responding to customer situations with sensitivity Full results: Highly Proficient
Attention to detail — Highly Proficient
April 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Highly Proficient
Medical receptionist skills — Highly Proficient
April 2022
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Scheduling — Expert
April 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Expert
Verbal communication — Highly Proficient
April 2022
Speaking clearly, correctly, and concisely
Full results: Highly Proficient
Arranging and managing information or materials using a set of rules Full results: Proficient
Data entry: Attention to detail — Highly Proficient April 2022
Maintaining data integrity by detecting errors
Full results: Highly Proficient
Call center customer service — Expert
April 2022
Demonstrating customer service skills in a call center setting Full results: Expert
Sales skills — Proficient
May 2022
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information:
I am current and have good knowledge of HIPAA policies and regulations. I am great with navigating multiple screens and systems to resolve issues and get information needed to assist the members in a timely manner.
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