Customer Service Call Center
Resume:
Sade Dugan
Customer Service, Team Player, Team Mentor
Las Vegas, NV 89119
***********@*****.***
Professional Summary
Energetic professional seeking a challenging position. Offering a professional work ethic and a dedication to the highest standard of work. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Central Scheduling Specialist
Optum Health United Health Care-Las Vegas, NV
September 2024 to Present
• Provided exceptional customer service and support to patients, ensuring a positive experience throughout their healthcare journey
• Assisted patients in navigating the healthcare system, answering questions about insurance coverage, appointment scheduling, and medical procedures
• Managed a high volume of incoming calls from patients, addressing their needs efficiently while maintaining accuracy in documentation
• Collaborated with healthcare providers to coordinate appointments and referrals for patients, optimizing their access to necessary medical services
• Managed and maintained patient scheduling system, ensuring accurate and up-to-date appointment information
• Maintained confidentiality of patient information in accordance with HIPAA regulations
• Verified insurance coverage and obtained necessary authorizations for scheduled procedures or consultations
• Assisted in the coordination of multi-disciplinary clinics involving multiple healthcare providers
• Scheduled follow-up appointments for patients based on physician recommendations or treatment plans
• Collaborated with other departments such as billing, medical records, and nursing to resolve any scheduling conflicts or issues efficiently
• Provided excellent customer service by addressing patient concerns professionally and empathetically
• Developed strong relationships with referring physicians' offices to facilitate seamless referral process
• Assisted in training new staff members on the use of the scheduling system and department protocols
• Effectively communicated with team members and managers through various remote communication tools (e.g., Slack, Zoom) to ensure seamless collaboration
• Managed time efficiently while working remotely, balancing multiple tasks and prioritizing responsibilities effectively
• Assisted patients in navigating the healthcare system, answering questions about insurance coverage, appointment scheduling, and medical procedures
• Managed a high volume of incoming calls from patients, addressing their needs efficiently while maintaining accuracy in documentation
• Demonstrated excellent problem-solving skills by quickly identifying root causes of patient issues and implementing appropriate solutions
PHTECH/ Customer Service
TotalMed-Las Vegas, NV
May 2023 to September 2024
The Customer Care Coordinator is a member of a service team that supports multiple regions and whose primary purpose is to provide Health Plan customers with outstanding, seamless service in a call center based team environment.
Responsible for the first line of communication with a variety of customers, including existing and potential members, providers, internal departments and employers. Will provide detailed benefit quotes, eligibility and premium information on a broad portfolio of products, assist members in selecting medical homes and primary care physicians, educate members and providers in the appropriate use of health plan and clinic services, research and respond to claims and authorization inquiries, knowledge of complex custom networks, and resolve customer issues and concerns.
• Health Insurance’s (Providence, Regence, Moda, Kaiser Permanente, PacificSource, Bridgespan)
• Marketplace
• Marketplace Transition Hub
• Healthcare.gov
• Plan Comparison
• CIM
• Genesis Cloud
• Data Entry
• Slack
• Excel or
• Call Center
Research Associate
Precision Opinion-Las Vegas, NV
January 2021 to September 2021
Conduct scripted surveys on behalf of the CDC and NORC on a wide variety interesting topics including current events, product satisfaction, television viewing habits, and many other others.
• Place outbound calls either manually dialed or using an automated dialer.
• Read a scripted questionnaire verbatim.
• Enter responses accurately into a computer system while speaking with respondents.
• Clarify vague or unclear responses.
• Conduct other duties as assigned.
Customer Service Telephone Representative
United Parcel Service (UPS) Seasonal Position-Las Vegas, NV June 2020 to December 2020
• Provide rate quotes and scheduling package pick-ups.
• Resolve customer concerns while cultivating positive customer relationships.
• Track customer package requests and assisting with delivery solutions, facilitating package investigations.
• Provide a personalized customer experience through easy, quick and enthusiastic interactions that allow our customer’s to accomplish their goals.
Roadside Assistant
Quest Software Inc.-Las Vegas, NV
January 2019 to March 2020
• Answer incoming customer inquiries
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Making sure we get every customer off the road.
• Knowledgeable with dozens of car insurance policies.
• Dispatch
• Intake
• Empathy
• Representing company
• Integrity
• Emergency Roadside Service
• FNOL
Mail Order Pharmacist
Humana-Las Vegas, NV
June 2018 to January 2019
Filling prescriptions via the mail. Working with physicians to provide drug-therapy treatment. Labeling, preparing and shipping medications. Communicate with customers.
• Mail order
• Pharmacy
• Call center
• Coding
• Medical terminology
PSR - Patient Service Representative
Education
High school or equivalent
Skills
• Order inquiry handling
• Computer Literacy
• Customer service manager experience
• Microsoft Word
• Management
• Customer service through social media
• Customer issue escalation
• Retail sales
• Managing teams in a customer support role - Largest customer support team managed (16-20 team members)
• PCI
• Improving customer support response time - Customer support response time improved (More than 30%)
• Email customer support
• Google Workspace
• Billing issue inquiries
• Microsoft Windows Server
• SMS customer support
• Microsoft Outlook
• Phone call management
• Data entry
• Computer skills
• Organizational skills
• Call Center (5 years)
• Siebel
• Customer support - Customer support experience (6-10 years)
• Customer training
• Call center agent experience
• Computer Networking
• DNS
• Internal employee customer service
• Phone customer support
• Caregiver (6 years)
• Customer service video conferencing
• Microsoft Excel
• Client services
• Customer relationship management
• Unity
• Operating Systems
• Microsoft Powerpoint
• Cash handling
• Housekeeping (6 years)
• Call center experience
• Technical support
• Cold Calling
• Technical Proficiency
• Communication skills
• Slack
• Customer support experience within telecommunications industry
• Technical troubleshooting support
• Live chat
• Outbound Sales
• Dispatching
• Microsoft Teams
• Project management
• Account management
• Time management
• Active Directory
• Phone etiquette
• Microsoft Office
• Order processing
• Customer support experience within healthcare industry
• Customer service (5 years)
• English
• Technical support representative experience
• SAP CRM
• Customer support specialist experience
• CRM Software
• Managing customer accounts
Languages
• English - Expert
Certifications and Licenses
Humana Mail Order
June 2018 to Present
Filling prescriptions via the mail. Working with physicians to provide drug-therapy treatment. Labeling, preparing and shipping medications. Communicate with customers. National & Community Services
July 2015 to Present
Service as a Americorp member recognition for resolving and improving lives, strengthening communities and getting things done for America.
CPR Certification
Additional Information
SKILLS & ABILITIES:
* Great with the public * Deadline/ Schedule Oriented * Resourceful Problem solver
* Effective Administrative Skills * Strong Organizational Skills * Reliable, Prompt & Efficient
* Efficiently Handle tools *Accurate/ detail oriented *Professional Work Ethic
*Able to maintain a neat, clean and safe work area
*Excellent customer service acumen
*Always willing to assist others
* Friendly attitude towards all stakeholders
Contact this candidate