Results-Driven Customer Service Professional
Resume:
H THOMPSON
CUSTOMER CARE AGENT ALBANY, NEW YORK, UNITED STATES 518-***-****
DETAILS
Albany, New York
United States
************@*****.***
SKILLS
Strong Problem-Solving Abilities
Effective Communication (Verbal
& Written)
Risk Assessment and Mitigation
Cognitive Empathy
Conflict Resolution Techniques
Multitasking and Time
Management
PROFILE
Results-driven Customer Service Representative with 13+ years of experience, including 9 years in healthcare and remote environments. Skilled in data-driven decision-making, risk assessment, conflict resolution, and fostering positive customer experiences. Proven ability to collaborate across departments, optimize processes, and ensure compliance. Committed to delivering exceptional support through strong problem-solving and communication. Ready to contribute to a dynamic customer care team. EDUCATION
Harriet Tubman High School
June 2008
EMPLOYMENT HISTORY
MEDICAL TRANSPORTATION LIAISON at Medical Answering Service (MAS), Remote February 2024 — Present
• Collaborate with drivers, dispatchers, language line and cross-functional teams to ensure seamless transportation coordination.
• Analyze patient data to assess transportation needs, providing prompt updates and effective solutions (upgrading transportation type, rescheduling drop off and pick up times, reassigning transportation providers)
• Implement quality assurance measures to uphold service standards and improve client satisfaction.
• Documenting feedback from patients and transportation providers to improve service. PROGRAM COORDINATOR at Medasource, Remote
November 2022 — January 2024
• Conduct eligibility screenings for patients with chronic conditions.
• Utilize data analytics to resolve inquiries regarding Medicare SSBCI benefits, fostering informed decision-making.
• Enhance customer satisfaction through effective communication and conflict resolution techniques.
• Coordinate cross-departmental communication, acting as a liaison for translation calls to minimize discrepancies.
• Analyze and optimize supply ordering processes to ensure timely provision of necessary benefits.
NYS VACCINATION OPERATOR at Apple One, Remote
January 2021 — October 2022
• Scheduled and managed vaccine appointments, utilizing operational data to optimize availability and efficiency.
• Provided essential information to NYS residents regarding vaccination logistics and eligibility requirements.
• Conducted thorough risk assessments related to medical conditions and appointment rescheduling.
• Implemented feedback mechanisms to improve service quality and responsiveness. CUSTOMER ADVOCATE at Aetna, Hybrid
December 2018 — December 2020
• Educated providers and members on procedural codes and out-of-pocket costs, effectively addressing financial risks.
• Researched claims inquiries and facilitated appropriate referrals to specialists, ensuring timely resolutions.
• Enhanced member understanding and satisfaction by delivering insights on plan benefits.
• Provided exceptional support during high call volume periods while maintaining composure and professionalism under pressure.
CUSTOMER SERVICE REPRESENTATIVE at Anthem, Albany NY May 2018 — November 2018
• Delivered precise information to patients regarding healthcare services and policies such as EOB's, claim status, assigning in network providers, and issued health cards.
• Resolved patient inquiries using effective communication and conflict resolution.
• Documented customer interactions in CRM systems like Salesforce to maintain comprehensive service history.
• Collaborated with cross-functional teams like the sales department to enhance service delivery and streamline processes.
CSS III at LINIUM/MAXIMUS, Albany NY
February 2016 — April 2018
• Reviewed and verified application documents for accuracy and completeness.
• Processed applications using Oracle and EmedNY, ensuring eligibility verification.
• Collaborated with Case Managers, Brokers, and language interpreters on application processing and plan renewals.
• Resolved discrepancies promptly through effective communication with applicants submitting tickets via Jira.
Contact this candidate