Care Coordinator Assistant with Customer Focus

Sheila Williams

Fort Worth, TX ***** • 505-***-**** • ***************@*****.***

Professional Summary

Committed to ensuring customer satisfaction by providing exceptional service. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated to timely and accurate completion of member assessments, supporting development of comprehensive care plans. Collaborates with team in creating and adjusting plans to achieve target results.

Demonstrates strong analytical, communication, and teamwork skills. Brings positive attitude and commitment to continuous learning and growth.

Skills

Organizational Skills

Documentation proficiency

Case Management

Problem-solving abilities

Active Listening

Critical Thinking

Computer Proficiency

Microsoft Excel

Call Center Operations

Product Knowledge

Work History

Care Coordinator Assistant - Remote, 03/2020 to Current Presbyterian Health Plan – Albuquerque, NM

Manage 30 patient caseloads effectively daily, ensuring timely follow-up and appropriate interventions.

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Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.

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Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.

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Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.

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Customer Service Representative II, 01/2014 to 01/2017 Delta Dental – Alpharetta, GA

• Managed over 60 high-stress calls effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

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• Improved resolution time with effective problem-solving for customer complaints. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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Education

Paralegal Studies

TVI Technical Institute - Albuquerque, NM

High School Diploma

Torrejon High School - Madrid, Spain

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