Shaney

My responsibility including responded to inbound inquires from healthcare providers, resolve billing issues and benefit verification requests while ensuring accurate and timely resolution, utilizing strong communication and problem solving skills. I face challenges where my monthly KPI was not meeting the minimum target at 75%. I overcome this challenge by actively listing to the providers. being more proactive, acknowledge the providers situation, empathize or apologize if the company's at fault, probe the right questions too get to the root cause and finding the right resolution quickly and using all my resources while keeping the provider engage throughout the process.

on this Amazon account I was responsible for responding to customers inquires and complaint, finding resolution in a timely manner, troubleshooting devices and prime videos. in this role my performance was also below target as my customers where mostly high rated especially when it is Friday Night Football and devices is not functioning properly, however I was able to overcome this situation be remaining calm and actively listening the customers situation. I acknowledge their situation, and asking necessary information for the best resolution. I communicate clearly and simple when providing troubleshooting steps, if the situation is complex and require a technician, I schedule a callback or follow-up in the appropriate time provided by the customer

Customer Service Representative:

Handled inbound and outbound calls to assist members and providers with healthcare-related inquiries, including benefits, eligibility, claims status, and billing questions.

Navigated healthcare systems and digital platforms to research and resolve cases accurately and efficiently.

Ensured compliance with HIPAA and other regulatory guidelines while managing sensitive patient information.

Documented interactions and case updates in CRM and claims management systems in alignment with SLA requirements.