Service Representative Member
Resume:
E D U C A T I O N
A B O U T M E
W O R K E X P E R I E N C E
CRYSTAL J ORDAN
S K I L L S
WALDEN UNIVERSITY
HOWARD COMMUNITY COLLEGE
Bachelor of Science in Psychology
Busness Management
2002-2004
C O N T A C T
*******.*********@*******.****
Moncks Corner, SC
INCIDENT RESOLUTION MANAGER
TIER II MEMBER SERVICE REPRESENTATIVE
TIER I MEMBER SERVICE REPRESENTATIVE
Kaiser Permanente (2022-Present)
Kaiser Permanente (2018-2022)
Kaiser Permanente (2014-2018)
As a Tier 2 Member Service Representative, I provided advanced support for escalated member inquiries and issues, ensuring accurate information, timely resolution, and exceptional service. I collaborated with internal departments to resolve complex concerns, maintained detailed case documentation, and upheld compliance with healthcare policies and procedures. My role required strong problem-solving skills, attention to detail, and a commitment to delivering a positive member experience.
As a Tier 1 Member Service Representative, I served as the first point of contact for members, assisting with general inquiries, benefits information, and basic issue resolution. I provided accurate and courteous support while documenting interactions and ensuring compliance with company policies and healthcare regulations. My role focused on delivering a seamless, helpful experience to every member, while escalating more complex issues to the appropriate teams.
Experienced healthcare professional with a strong background in patient advocacy, case resolution, and process improvement. Known for delivering empathetic, solutions-focused support while ensuring compliance and quality care. Skilled in communication, collaboration, and navigating complex healthcare systems to enhance member outcomes and team efficiency. As an Incident Resolution Manager at Kaiser Permanente, I handle complex member escalations from start to finish, ensuring timely and empathetic resolutions while maintaining compliance with HIPAA and organizational policies. I coordinate with internal departments and providers to resolve issues efficiently, using systems like Salesforce and HealthConnect to document each case. I advocate for members by identifying service gaps and driving solutions that improve their overall experience. In addition, I analyze trends to support process improvements and collaborate with cross-functional teams to enhance resolution workflows and team performance. C E R T I F I C A T I O N &
A C H I E V E M E N T S
WELLNESS COACH
OMEGA NU LAMBDA
NATIONAL HONORS SOCIETY
2024
2025
Walden University
Patient Advocacy and Support
Case and Account Management
Healthcare Compliance & Documentation
Conflict Resolution and De-escalation
Strategic Communication
Proficient in CRM, EMR & Epic
Process Improvement
Critical Thinking and Problem Solving
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