Customer Service Call Center

BRITTNEY SAUCIER

San Antonio, TX 210-***-**** adzffc@r.postjobfree.com

WORK HISTORY

Remote Call Center Customer Service Rep 2022-Present Versant Health

• Analyzed the enrollment process for 2000+ Medicaid & Medicare beneficiaries by implementing an online eligibility checker tool, reducing wait time by 50% and increasing application completion rate by 25%.

• Coordinated communication between thirty-four insurance companies and 2K patients by managing an extreme volume email inbox, responding to 90% of inquiries within 24 hours.

• Answered the billing and medical questions of 1K patients weekly by adhering to confidentiality agreements, HIPAA, and company policies 95% of the time. Remote Call Center Customer Service Rep, 2021 - 2022 Accenture

• Implemented streamlined process for claims closure, reducing average turnaround time from 5 days to 2 days: updated 500+ patient insurance records, resulting in improved coordination of benefits.

• Closed out 200+ claims per week while ensuring accurate patient billing; contacted patients to update insurance information, resulting in 25% increase in claim reimbursement.

• Conducted thorough audits of patient claims, identifying and rectifying inaccuracies; collaborated with insurance providers to update coordination of benefits, resulting in 30% increase in accurate billing.

• Spearheaded the appeals process for denied medical claims, analyzing medical records, identifying discrepancies, and collaborating with healthcare providers, resulting in a 50% success rate and recouping $500k in revenue for the organization.

• Redesigned customer satisfaction issues by implementing a customer approach to customer service; produced response time by 50%, enhanced positive feedback by 60% and developed customer retention by 20%.

Remote Fraud Representative 2019 - 2021

PenFed Credit Union

• Developed and analyzed customer support requests using Zendesk to identify top issues, leading to a 25% reduction in customer complaints.

• Revamped customer call process through the implementation of innovative tools and systems, leading to a remarkable 20% decrease in call duration and a significant 15% boost in overall customer satisfaction.

• Formulated and transformed a daily volume of 100+ customer service contacts through phone and email resulting in a 70% resolution rate and driving a notable 20% increase in customer satisfaction scores.

Call Center Customer Service Rep, 2018 - 2019

CBE Companies

• Managed high call volume of 300+ calls daily through a computerized system that tracked 10,000+ calls weekly.

• Assessed callers to specific departments based on needs; cut customer waits times by 50% and heightened satisfaction rate by 25%.

• Achieved a 4.9/5.0 customer satisfaction rating by responding to 3K+ calls within 30 seconds while maintaining high accuracy and empathy during interactions. Call Center Customer Service Rep, 2015 - 2018

MetLife

• Led the charge in appealing denied medical claims through strategic analysis of documentation, expertly crafting compelling appeals that resulted in a 40% success rate and recovered $750k in revenue for the organization.

• Spearheaded initiatives to optimize claims closure process, resulting in a 40% reduction in outstanding claims and a 15% increase in timely reimbursements.

• Optimized insurance portal workflows by conducting in-depth user testing, leading to a 30% improvement in user satisfaction scores and a 25% increase in online claim submissions.

• Streamlined payment processes for covered services, ensuring adherence to patients' benefit plans and reducing payment errors by 25% through precise analysis and verification of claims data.

• Accomplished an exceptional 70% resolution rate, resulting in a substantial 20% increase in overall customer satisfaction levels.

EDUCATION

Rockville High School 2008

Contact this candidate