Compassionate Healthcare Customer Service Advocate

Linda London

Eugene, OR 541-***-**** ***********@*****.***

Professional Summary

Dedicated and compassionate Customer Service Representative with over 20 years of experience supporting members, patients, and clients in healthcare, financial, and end-of-life settings. Skilled in handling complex and sensitive inquiries, explaining benefits and claims, and resolving issues with professionalism and empathy. Strong background in Medicaid, health plan operations, and member advocacy. Excellent communicator and team collaborator dedicated to providing high-quality service and compassionate support.

Professional Experience

Live Fully into Dying – Owner / Director / Death Doula 10/2022 – 10/2025, Eugene, OR

• Provide emotional, spiritual, and practical support to individuals and families during the end-of-life process.

• Assist with advance directives, funeral and legacy planning, and personalized ritual creation aligned with individual beliefs.

• Offer compassionate companionship to the dying and grief support to loved ones after death.

• Serve as a calming, grounding presence, ensuring dignity and peace throughout the dying process. Pentagon Federal Credit Union (PenFed) – Customer Service Representative 11/2023 – 02/2024

• Responded to member inquiries via inbound calls, ensuring timely and accurate resolution of account issues.

• Processed transactions for checking, savings, CDs, loans, credit cards, and domestic/international wire transfers.

• Educated members on PenFed’s products, services, and digital tools.

• Guided customers on using self-service functions like online or mobile banking.

• Performed account maintenance, met productivity metrics, and delivered superior customer service. PacificSource Health Plans – Customer Service Representative – Medicaid Department 11/2018 – 12/2022, Springfield, OR

• Assisted members and medical providers with inquiries related to Medicaid benefits, prior authorizations, and claims.

• Placed members with primary care and dental providers and handled member grievances.

• Helped members in crisis, making referrals to community and mental health resources.

• Ensured compliance with HIPAA, state, and federal regulations; accurately documented all interactions.

• Acted as a liaison between members, providers, and the community to promote coordinated care. ISGN – Customer Service Representative (Mortgage Division) 11/2011 – 03/2018

• Handled inbound calls regarding loan inquiries and account information.

• Assisted customers with mortgage payments, account transactions, and issue resolution.

• Maintained high service standards for accuracy, follow-up, and quality assurance.

• Demonstrated strong listening skills and professionalism while resolving customer concerns. Education & Certifications

• College of Marin, Greenbrae, CA – Liberal Arts in Social Sciences

• Lane Community College (LCC), Eugene, OR – Professional Life Coach Certification

• IAP Career College, Springfield, OR – Certified Death Doula Skills

• 20+ years of customer service experience

• Strong communication and active listening

• High-volume call management

• HIPAA and Medicaid compliance

• Empathy and compassionate support

• Claims and benefits explanation

• Microsoft Office and multiple software platforms

• Attention to detail and accuracy

• Team collaboration and problem-solving