Customer Service Community Health
Resume:
Toyin Arewa
Chicago, IL *****
**********@*****.***
Work Experience
Contact Center Representative
Access Community Health Network-Chicago, IL
November 2023 to Present
Access Community Health Network Chicago Illinois
Current
Access Community Health Network offers preventive and primary services in Chicagoland. Interactions with providers,
patients, insurance companies to address address their questions, concerns, and complaints. Using a variety of channels including phone chat, and email Patient Access Specialist II
Howard Brown Health-Chicago, IL
September 2022 to April 2023
Responsible for answering incoming telephones for all of the offices, scheduling and confirming appointments, rescheduling appointments when needed, having an understanding of insurance plans and taking very detailed messages for staff members when required. Maintains and retains a customer service attitude at all times to ensure patient satisfaction. Customer Service Representative
Evolent Health-Chicago, IL
August 2019 to February 2021
Respond to member/provider/agent/broker inquiries via telephone regarding health insurance benefits, eligibility and claims. Analyze problems and provide correct solutions. Communicate monthly messages to providers on a specific needs basis.
Deal with customers. Explain processes and procedures of the organization and of health insurance coverage.
Furniture Customer Care Representative
JCPenney Logistics-Columbus, OH
February 2018 to July 2018
Provided customer service to manage inquiries and problems via the telephone and other media sources. Responded to customer inquiries concerning merchandise, systems support and sales orders. Tracked, gathered information, and engaged in troubleshooting JCPenney furniture merchandise orders. Communicated with customers regarding availability of merchandise, shipping information, method of payment, transportation charges and other component costs of current or previous orders. Researched current and previous orders to update charges and make adjustments on the orders. Handled escalated calls from customers.
Clinical Call Center Specialist
Oak Street Health-Chicago, IL
July 2017 to January 2018
Received inbound calls centrally. Communicated patients’ needs and requests to care teams in company clinics. Updated patient information and manage information in electronic medical records system. Scheduled appointments and transportation for patients with various healthcare providers. Managed referrals by obtaining authorizations and sending requests to medical specialists. Performed service recovery, address patient concerns, and deescalate calls when needed. Customer Service Representative
Smart Resources-Chicago, IL
January 2016 to April 2017
Working in the Warranty Group in the Home Warranty Division to determine eligibility of homeowner's repair requests for home warranty coverage across the United States. Perform claim intake filings. Contact and contract service providers to diagnose and estimate repairs in order to possibly complete or deny the repair request. Customer Service Agent
H&M Online USA-Chicago, IL
January 2015 to May 2015
Worked as a customer service agent in a call center specializing in first contact resolution. Primary duties included placing orders, processing payments, and making payment adjustments. Other duties performed included tracking packages internally and in the USPS system, and verifying company emails were received by customers. Handled customer service activities for any in store issues. Benefits Advisor
Go Health Insurance-Chicago, IL
September 2013 to February 2014
Worked as a call center sales representative and assisted customers by taking inbound and making outbound phone calls in order to match customers with appropriate health insurance options. Worked in the Compliance Department monitoring incoming calls to insure proper standards and procedures were being conducted.
Customer Service Agent
NTT Data Inc.-Chicago, IL
November 2012 to April 2013
Informed City of Chicago Water Department customers about the policies and ordinances that stipulate how water bills are charged and generated. Specialized in first call resolution. Various duties included setting up payment plans, educating customers about the billing cycles and any discrepancies about water reads. Being generally informative about any issues pertaining to the City of Admissions Agent, StudentScout
Chicago’s water billing procedures.-Chicago, IL
October 2011 to July 2012
Screen and qualify students for post-secondary institutions in a call center environment. Schedule onsite appointments for potential student candidates in prospective school admissions departments. Introduce prospective students to directors of admission at prospective schools. Level 2 Phone Interviewer
National Opinion Research Center (NORC) at the University of Chicago,-Chicago, IL May 2008 to July 2011
Conducted telephone interviews in connection with various federal government agencies. Utilized CATI software and various information gathering techniques to collect accurate data. Primary studies worked on include NIS (National
Immunization Survey), REACH (Racial and Ethnic Approaches to Community Health), and SDR (Survey of Doctorate Recipients).
Education
Political Science
Ohio State University - Columbus, OH, US
General Studies
Franklin University - Columbus, OH, US
Skills
• Salesforce and SAP software
• Medical Billing
• General office skills
• MS Office
• Data entry
• Bookkeeping Software Support
• Customer Service
• PBX Operations
• ISO File Management
• Quality Assurance
• Epic Software (3 years)
• Salesforce
• Cash handling
• Customer service
• Typing
• Order entry
• Windows
• Clerical experience
• IVR
• Medical terminology
• EMR systems
• Medical records
• CRM software
• Salesforce
• Analysis skills
• Hospital experience
• Microsoft Access
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