Customer Support Specialist (Healthcare/Tech)
Resume:
Tami Makinde
737-***-**** ************@*****.*** Dallas, TX
Professional Summary
Customer-focused and detail-oriented Customer Support Professional with 6+ years of remote experience supporting clients in healthcare and technology-driven environments. Experienced in resolving escalated concerns, navigating CRM systems, supporting sensitive customer accounts, and maintaining strong customer satisfaction scores. Skilled in insurance verification, claims support, provider coordination, appointment scheduling, compliance-focused communication, and simplifying complex information for users and patients in fast-paced remote settings.
Skills
Inbound & outbound support, Insurance verification, Claims review & support, Provider coordination, Appointment scheduling, CRM systems, Technical troubleshooting, HIPAA compliance awareness, KPI & SLA metrics, Documentation management, Customer de- escalation, Ticketing systems, Call management systems, Microsoft Office Suite, Google Workspace
Professional Experience
Customer Service Representative Cigna Healthcare February 2022 – Present
● Handled high-volume inbound and outbound calls assisting members and providers with benefits, eligibility, claims status, and coverage inquiries.
● Verified insurance information, reviewed claim details, and coordinated with providers to resolve billing and reimbursement issues.
● Documented customer interactions, escalations, and claim updates accurately in CRM and healthcare management systems while maintaining HIPAA compliance.
● Resolved complex customer concerns with empathy and professionalism while consistently meeting KPI goals including 80% resolution rate, 80% customer satisfaction scores, and 92% adherence.
● Collaborated with internal departments to ensure timely resolution of claims, authorization, and eligibility-related issues.
● Provided clear explanations regarding payment responsibilities, policy coverage, and claims processing procedures.
Customer Service Representative ATI Physical Therapy April 2020 – January 2022
● Managed patient scheduling, appointment coordination, and intake support for physical therapy services in a fast-paced healthcare environment.
● Verified insurance eligibility and benefits, reviewed referrals, and ensured accurate patient account documentation before treatment.
● Assisted patients with billing inquiries, claim status updates, payment questions, and insurance-related concerns.
● Communicated with insurance providers, referral coordinators, and clinic staff to resolve authorization and coverage issues efficiently.
● Maintained accurate documentation of patient interactions, scheduling updates, and insurance verification details within internal systems.
● Consistently met productivity, scheduling accuracy, and customer satisfaction expectations in a high-volume support environment.
Customer Support Specialist Novabridge Technologies January 2019 – April 2020
● Delivered Tier 1 and Tier 2 support for account access issues, navigation concerns, and technical application problems.
● Utilized Zoho CRM and Jira ticketing systems to document and escalate customer concerns effectively.
● Created support documentation and FAQ resources to improve onboarding and customer self-service success.
● Maintained SLA targets while supporting customers through high-volume call queues.
● Compiled detailed reports on customer interactions using CRM tools such as Salesforce and Zendesk.
● Collaborated closely with other departments on issue resolution within established service level agreements.
Education
Bachelor’s Degree in Public Health – Texas State University Certifications
● HIPAA Compliance Certification
● CRM Platform Training (Salesforce & Zoho)
● Customer Service & Call Center Excellence Workshops Languages
English – Fluent
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