Healthcare Operations and Customer Service Leader
Resume:
Akosua Akyiaa
** ****** ******, ***. * Newark, NJ 07112 862–412-9799 *************@*****.***
CAREER PROFILE
Customer service-oriented professionals with healthcare and management experience. Able to facilitate efficient workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to assure consistent quality. Maintain and ensure patient privacy and confidentiality.
• Bilingual – Fluent in English and Ashanti.
• Effective problem solver, able to assess needs and identify solutions.
• Strong written, verbal, and interpersonal skills for effective communication and documentation.
• Adept at managing time, coordinating details, and balancing competing demands.
• Video Communication Platforms – Zoom, Skype, MS Teams, and Google Meet.
• Microsoft Office Applications – Word, Excel, PowerPoint; Typing Speed: 39 WPM. KEY QUALIFICATIONS
Business Operations Practice Structure Leadership & Management Medical Administrative Procedures Appointment Scheduling Insurance Billing Procedures Accounting and Payroll Human Resource Management Business Office Operations EDUCATION
Ultimate Medical Academy
Associate of Science Degree – Healthcare Management, 2024 PROFESSIONAL EXPERIENCE
Lantern Hill – New Providence, NJ 09/2022 – Present Dietary Aide
• Cook and prepare food orders, pay close attention to detail to ensure accuracy of special dietary requirements, and maintain clean and sanitary conditions.
• Ensure customers and families receive the highest quality of service in an attentive and responsive manner.
• Work as part of a team and interact with diverse customers and staff members. McDonalds – Tampa, FL 11/2009 – 09/2022
Kitchen Manager
• Interviewed and hired employees and created incentives for employees wanting to grow with the company.
• Trained new hires, exhibited leadership, and led by example.
• In charge of food safety log and made sure that the company’s target goals were reached consistently.
• Prioritized food items to ensure maximized dining experience.
• Prepared food for service and cooked menu items in cooperation with the rest of the kitchen staff.
• Built relationships and stayed attentive to employees by motivating them to succeed and improve.
• Stayed focused during busy times and delegated tasks to employees to keep business running smoothly.
• Worked efficiently in a fast-paced environment and communicated with other line cooks and crew members. TELUS HEALTH INTERNATIONAL(TEKSYSTEMS)
Customer Service Representative
• Take inbound calls of Different clients like Toyota, Rocky flats/Mounds, Bimbo bakeries, Westinghouse to assist with
• Assist clients with Open enrollment where clients are enrolled in the next coming year medical, dental, vision and other additional supplemental benefits the company provides them.
• Adhere to the correct Call Flow Procedures where Templates for different Clients are utilized to aid in keeping documentations of the various calls.
• Make Aiding the Client’s needs a priority to ensure great customer satisfaction.
• Ensure you to use resources like Harmony, Benefit Workstation {My Plans Connect} to help various clients on their benefits questions as well as any update the clients might have.
• Ensure that I am taking Call notes that count as Quality Assurance.
• Surveys are offered to clients which are scored as QA. MAXIMUs Call Center Position
Role: Customer service Representative
Responsibilities:
The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
• Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.
• Perform other duties as assigned by management.
The Customer Service Representative (CSR) is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through the Marketplace.
• Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.
• Perform other duties as assigned by management.
Database Used is Amazon Workspace {Aws}. Within the Aws resources that are utilized for tasks are, Connection Point Production, GCNJ production, Panviva{ which is the main encyclopedia used to direct the CsR to assist consumers with different scenarios}, supervisor tracker and Microsoft teams to communicate in floor support for any further assistance needed.
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