Customer Service Care
Resume:
Kurt Briesemeister
**********@***.***
www.linkedin.com/in/kurt-briesemeister-b349808
I am a motivated, personable business professional with a bachelor’s degree from the University of Southern California and a successful 28-year career spanning the globe. I have a talent for quickly mastering new technology and systems as evident by my skill set. I am diplomatic and tactful with professionals and non-professionals at all levels, I am also accustomed to handling sensitive, confidential records. I have a demonstrated history of producing accurate, timely reports to ensure continual operation of various properties. I am also flexible and versatile and able to maintain a sense of humor under pressure. Education
Bachelor of the Arts in English - University of Southern California - Los Angeles, CA January 1997 to January 2001
Skills
• Customer Service (25+ years) • Call Center (15+years) • Customer Care • SalesForce / Sales (6+ years)
Medical terminology across numerous platforms
Awards/Certifications
Employee of the Month
At Barona Resort and Casino, for Outstanding Service to Customers
Top Performer, MAOM Midwest Division for UnitedHealth Care June 2023
Employee of the Month April 2025
Disney University Graduate
Work Experience
UnitedHealth Care June 2022 – May 2025
Customer Service Advocate
Provide an exceptional customer service experience when responding to and resolving customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims and correspondence.
Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
Own issue through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member.
Apply creative solutions and effective problem-solving techniques to address members’ needs.
Educate the member on health incentives offered by their employer as well as consumer driven health products; HSA, HRA, and HDHP – some resulting in additional healthcare dollars for the member to utilize.
Educate the caller on the benefits of a primary care physician and help to ensure/educate that all preventive screenings have been completed.
Intervene with care providers (doctor’s offices) on behalf of the member to assist with appointment scheduling or other matters when needed.
Address complex issues with an awareness of when to refer complicated situations to various departments or leadership for further assistance.
Translate healthcare-related terms or terminology and complex processes into simple, step-by-step instructions which members can understand.
Kaiser Permanente (Short Term Contract) November 2021 – December 2021
Working efficiently in a team environment, I set up callers with Medical Record Numbers (MRNs) to ensure proper treatment for patients across different states.
Learned new operations and software systems quickly (within a week) including a new phone system, and other government proprietary software.
Secured callers information by following both Federal and State guidelines on protocol including, but not limited to PII, PHI, HIPPA and handled sensitive materials as such. Fortuna Business Management Consultants July 2020 – October 2021
EDD Contract Position (State of California) July 2020 – March 2021
New York State Department of Health March 2021 – October 2021 Charter Communications Inc - San Diego, CA January 2019 - May 2019
Customer Service Representative I (Contract Position) Sharp HealthCare (via Aerotek) - San Diego, CA January 2019 to February 2019
Customer Care Representative I (Contract Position) AutoAnything – San Diego, CA - November 2015 to July 2017
Hybrid Sales Agent
• I answered all inbound Sales calls - Finishing in the top 3 in KPIs consistently since hire - Directly sold over $1M in revenue since November 2015.
Ashford University - San Diego, CA - February 2014 to June 2014
Admissions Counselor
Quality Claims Management Corporation - San Diego, CA - January 2012 to July 2012 Four Seasons Resort / Park Hyatt Aviara - Carlsbad, CA - May 2010 to December 2010
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