Service Representative Customer

Yvette Lawton

EXPERIENCE

Maximus August **** – July 2020

Customer Service Representative

Provided telephone support to consumers requesting medical health plans from New York State of Health (NYSOH).

Utilized language interpreters to communicate with multi-lingual customers.

Assisted consumers to navigate on the NYSOH website to create an account, log into their account, or complete an on-line application for health insurance.

Researched and directed consumers to provide necessary paperwork (earned income, tax returns, citizenship, immigration, etc.) to be submitted by deadline date to NYSOH for proper validation.

Researched database for verification of customer information regarding, Name, DOB, address, telephone number(s), specific health plans and government subsidies such as, Medicaid, Medicare, SSI, etc.

Navigated specific websites concurrently such as, Oracle Knowledge, eMEDny (Medicaid website), Local Department of Social Services (LDSS), database for PHI Authorization, IT Help Desk.

De-escalated upset consumers on the telephone by providing friendly, patient, supportive, and positive assistance.

Sutherland Global Solutions April 2014 – July 2019

Verification Document Specialist

Answer inbound calls and made outbound calls as needed.

Provided basic troubleshooting on a variety of products and services.

Analyzed payment history/notes and clearly communicated account statuses to customers.

Worked sensitively with each customer to find a win-win situation that achieves objectives.

Took the initiative and worked independently in a target-drive environment.

Recommend appropriate solutions to customers by analyzing their accounts and negotiating acceptable collection arrangements.

Allen Home Health Aide Services April 2012 – January 2014

Home Health Aide

Assessed patient needs and evaluated treatment options.

Worked closely with individuals, family, and team to meet individual needs.

Maintained care records and documented services.

Provided companionship and basic support.

Evaluated individual progress periodically and adjusted as needed.

EDUCATION

Franklin K. Lane High School

High School Diploma

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