Customer Service Occupational Therapy

Stephanie Murdock

**** ****** ***** ***** ********, FL 33811

407-***-**** *********.***********@*****.***

Professional Summary

Dynamic and compassionate professional with over a decade of experience in insurance claims, customer service, and occupational therapy support. Skilled in assisting patients with activities of daily living while maintaining strong relationships through empathy and disciplined communication. Proven ability to resolve complex issues efficiently, ensuring positive outcomes and high customer satisfaction. Adept in leveraging business acumen to support organizational growth.

Key Skills

Active Listening & Empathy

Exceptional Customer Service

Problem Solving & Conflict Resolution

Attention to Detail

Mastery in Therapeutic Use of Self

Proficient in Microsoft Word, Excel, PowerPoint

HIPAA Compliance & Patient Privacy

Insurance Policy & Claims Management

Quality Assurance

Certifications

Certified Occupational Therapy Assistant (COTA)

Certified Claims Specialist (CCS)

HIPAA Compliance Certification

Certified Customer Service Professional (CCSP)

Health Insurance Specialist (HI

Microsoft Office Specialist (MOS): Word, Excel, PowerPoint, SAP

Professional Experience

Blue Cross Blue Shield (BCBS) — Customer Service Representative

Remote 2022–Present

Respond to member inquiries via phone, email, and chat, providing detailed information on policies, coverage options, claims, and rates.

Guide customers in selecting appropriate insurance products tailored to their needs, including health, auto, home, and life insurance.

Resolve customer complaints by addressing concerns, escalating issues when necessary, and ensuring complete satisfaction.

Collaborate with claims adjusters, underwriters, and supervisors for complex issue resolution.

United Healthcare (Nurse 24) — Care Coordinator

Orlando, FL 2015–Present

Manage high-volume inbound and outbound calls, addressing member benefits and verifying HIPAA compliance.

Update and maintain accurate patient demographics and records.

Conduct follow-up calls to monitor patient health status and provide ongoing support.

Educate members on available benefits and services to improve healthcare outcomes.

Aon Hewitt — Customer Service Representative

Orlando, FL 2014–2015

Delivered exceptional customer service in a high-volume call environment, guiding participants through health and welfare coverage options.

Assisted participants with website navigation and enrollment into medical coverage plans.

Express Scripts — Eligibility Associate

Orlando, FL 2012–2014

Educated patients on copay responsibilities and plan benefit details.

Processed medication orders and coordinated with specialty pharmacies to ensure timely delivery.

Internship & Fieldwork Experience

Orlando, FL 2017

Celendine School & Morning Star School: Supported special education programs, enhancing students' developmental skills.

The Parks Nursing Home & Adult Daycare: Assisted with daily living activities, promoting patient independence and well-being.

Education

Associate of Science in Occupational Therapy

Keiser University, Orlando, FL 2016–2018

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