Customer Service Representative

NOELLA ASONG-MORFAW

PROFESSIONAL EXPERIENCE

Dedicated customer service representative with 8 years of experience. Motivated to maintain customer

Satisfaction, ability to learn new skills and contribute to the growth of the company. Has excellent communication skills, experience in Microsoft office, Excel and EPIC. Jira, DevOps and Novus med.

Experience in Microsoft office, Excel and EPIC. Jira, DevOps and Novus med.

UCARE

Aug 2019 – Feb 2022

Customer Service Representative

Maintained monthly quality assurance evaluations of 96% or above

Retained a friendly and professional demeanor while answering 70 calls daily to provide appropriate insurance plan information

Administered exceptional customer service by confirming appointments and providing accurate information

Utilized de-escalation strategies while handling complex complaints to promptly resolves issues and ensure 100% satisfaction

Coordinated member transportation and make referrals to other departments as appropriate

Participated in department and company meetings as requested

Answered, resolved, tracked and documented telephone calls in a timely and professional manner

Communicated effectively with internal departments and external customers regarding provider concerns and research and resolve issues as appropriate

Educated members on policies and procedures related to our health care programs

HEALTH PARTNERS

Nov 2015 – Jun 2019

Member Service Representative

Scheduled appointments

Utilized Epic

Collected relevant information, determined immediate requests/questions and anticipate the future needs of the member

Maintained 100% confidentiality of patient information with HIPAA

Maintained excellent time management

Documented service request, scheduled appointments according to provider rules and guidelines

Conferred with patients to obtain and confirm pertinent billing and demographic information

Responded professionally to customer inquiries/complaints received via phone, email or other communication channels

Demonstrated ability to maintain a high level of customer service in a changeable work environment

Demonstrated responsiveness and appreciation of constructive feedback and recommendations for personal growth and development

Performed other duties as assigned.

EDUCATION

REGENCY BEAUTY INSTITUTE

Certification in Cosmetology - 2015

ANOKA RAMSEY COMMUNITY COLLEGE

Associate Degree - 2013

SKILLS

Microsoft office and Excel. Healthcare experience. Great interpersonal Skills and ability to work under pressure. Novus med and EPIC knowledge. Great communication skills, Jira and DevOps experience.

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