Customer Patient Support Specialist Resume Summary
Resume:
Yusuf Kayode
***********@*******.***
Seeking a position as a Customer Patient Specialist in a Health Care / Financial / Insurance company where I can utilize my effective communication skill, problem-solving, Interpersonal skills and knowledge of Human Relationship to provide excellent support to customers and vendors...
Work Experience
Customer Service Representative – CVS Health
Nov. 2024 – Present.
● Verified patient insurance coverage and benefits using platforms such as Availity, Sama-Care, Blue Cross Blue Shield, Medicare Part A, B, and D, and Express Scripts, ensuring timely access to infusion services.
● Processed prior authorizations through Cover My Meds and other payer-specific portals, expediting treatment approvals and minimizing delays in care.
● Collaborated with insurance carriers and internal teams to resolve coverage discrepancies, obtain approvals, and support accurate billing and reimbursement.
● Screened and escalated orders with accounts receivable or clinical issues, coordinating with providers and payers to ensure timely resolution and compliance.
● Delivered patient education and support throughout the onboarding process, enhancing understanding of insurance benefits and treatment logistics.
● Scheduled medication deliveries and facilitated pharmacist consultations, ensuring continuity of care and adherence to infusion protocols. Processed and researched unemployment insurance claims, reducing processing time by 30% while maintaining adherence to all relevant industry regulations.
● Averaged outbound calls and inbound calls of 120 or more.
Customer Support Representative – Hemmersbach LLC _ for AIG Project
June. 2021 – April. 2024
● Successfully assisted hundreds of customers with resetting account passwords and troubleshooting basic API and Gateway processing issues, resulting in a 15% increase in customer satisfaction ratings.
● Leveraged expertise in healthcare claims, Workers’ Compensation, Commercial Auto, and property insurance, ensuring compliance with regulations and improving claims processing efficiency by 30%.
● Demonstrated exceptional communication skills, achieving a 98% positive feedback score, handling escalated calls empathetically, and resolving 90% of these calls effectively.
● Proficient in financial-health insurance industry practices, using technical tools and databases to resolve complex customer inquiries, improving resolution times by 25%.
● Maintained thorough knowledge of regulatory requirements, ensuring compliance in all processes within the healthcare, insurance, and financial sectors.
● Managed high volumes of transactions, processing over 100 daily with a 99% accuracy rate, and maintained a typing speed of 40 words per minute with 98% accuracy.
● Collaborated on over 20 team projects, leading initiatives that enhanced customer retention by 25% and increased overall team efficiency by 20%.
● Operated effectively in a fast-paced contact center environment, handling 50–80 calls per shift while maintaining calm composure and increasing call resolution speed by 10%.
● Provided outstanding customer service, achieving a 95% satisfaction rate and earning the Customer Service Excellence award.
● Showed empathy and emotional intelligence, receiving commendations from customers for professionalism during stressful interactions.
● Demonstrated active listening and problem-solving skills, leading to a first-call resolution rate of 85%.
● Proficient using multiple dual screens simultaneously to increase efficiency in resolving customer inquiries and managing multiple systems.
● Contributed to a 15% reduction in customer complaints through clear communication, patience, and attentiveness.
● Proficient in technical and productivity tools like Hardware, Software’s and Gadgets, trained team members on best practices, and improved team capabilities in customer support and issue resolution.
● Active Personal Lines or Property & Casualty license
Petroleum Supply Specialist.
UNITED STATE ARMY
Sept 2019 – Mar. 2021
● Supervised and managed the reception, storage, and shipment of petroleum products to ensure customers (such as Army, Airforce and Navy personnel and units) received what they needed efficiently and accurately.
● Oversaw the safe dispensing of fuel to vehicles and aircraft, focusing on meeting the requirements of diverse end-users.
● Ensured the safe transportation and handling of petroleum products to maintain reliability and customer satisfaction.
● Assembled refueling systems and equipment sequentially to guarantee the timely and effective servicing of customers.
● Performed quality assurance, demonstrating a commitment to delivering high-quality and safe fuel to a variety of customers and stakeholders
Education
Lone Star College - Associate of Science 2022
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