Eligibility & Customer Service Analyst

Imari Saffrin

Customer Service Analyst

425-***-**** • Renton • ************@******.***

Detail-oriented Eligibility Specialist with over five years of experience in high-volume benefits administration, data auditing, and complex issue resolution. Proven ability to manage sensitive member data with precision, ensuring HIPAA and COBRA compliance. Adept at utilizing Microsoft Excel, databases, and AI tools to enhance efficiency and accuracy. Eager to apply strong problem-solving and customer service skills to support patients and staff at Overlake. Work Experience

Education

Skills

Eligibility Specialist

Welfare Pension Administration Services (WPAS) • Mercer Island 10/2018 – Present

Directed high-volume eligibility and benefits administration by ensuring the accuracy and completeness of member records, applications, coverage status, and documentation. Investigated and resolved intricate eligibility and coverage issues, including retroactive changes, file inconsistencies, COBRA administration, and claim-related coverage disputes. Managed and audited sensitive member data with precision using Microsoft Excel, databases, and internal systems, upholding rigorous quality and documentation standards. Complied with HIPAA, confidentiality, and organizational policies when handling protected health information and communicating with members.

Collaborated with internal departments and external partners to implement necessary corrections and eligibility updates, ensuring data accuracy and swift resolution. Employed structured problem-solving techniques to diagnose systemic issues, improve administrative efficiency, and reduce error rates.

Provided guidance and training to new team members on eligibility protocols, system operations, documentation standards, and daily tasks.

Responded to member inquiries via phone, email, and in-person, providing professional support and effectively resolving complex or sensitive concerns. Boosted efficiency in research, organization, documentation, and process management through the strategic use of Microsoft Excel and AI tools like ChatGPT and Gemini. Inglemoor High School

High School Diploma • Kenmore

Microsoft Excel Microsoft Word Microsoft Outlook Oracle Database Catapult High-volume data entry File auditing HIPAA COBRA Data privacy Quality assurance ChatGPT Gemini Operations and workflow optimization Eligibility and benefits administration Data entry, auditing and quality control COBRA and HIPAA compliance Case research and issue resolution Microsoft Excel and database systems Accuracy Organization Problem solving Adaptability Communication Confidentiality Customer service Team support Interpersonal Skills Call Handling Microsoft A+ Healthcare Experience Multi-line Phone System

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