Summary
Overview
Work History
Education
Skills
Certification
Timeline
Medical and Billing Certificate
Medical and Billing Certificate
BusinessAnalyst

Casey Ellis

Decatur,GA

Summary

Service-focused and data-driven professional with unparalleled customer relations skills, task prioritization, and time management. Motivated to directly and efficiently address customer concerns head-on directly and efficiently, develop proactive solutions, and implement corrections efficiently. Proficient in customer service management software with expertise in related roles.

Overview

14
14
years of professional experience
1
1
Certificate

Work History

Member Experience Coordinator

Ro
, Remote
06.2021 - 06.2022
  • Executed customer service and administrative tasks, such as creating tracking spreadsheets for products, scheduling appointments for members with their healthcare provider, providing detailed receipts for insurance, and coordinating with other departments to make sure member’s needs were satisfied
  • Converted visitors into members by establishing quick rapport and trust with consistent action
  • Excellent at diffusing escalated members and reduced customer churn
  • Handled all escalated complaints and implemented timely, knowledgeable, and effective solutions balancing customer and business needs.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Handled 50 customer calls per day and 20 emails per hour to address customer inquiries and concerns.
  • Followed up with customers daily in zendesk via pending queue.

Public Health Advisor, Case Investigator

05.2020 - 06.2021
  • Used Office 365, SmartSheet, Power BI, Power Apps, Microsoft Flow, and other software tools daily to create reports, trackers, and automate tasks
  • Consistently used effective customer service to diffuse escalations
  • Helped vulnerable individuals navigate complex systems via phone or in writing
  • Fielded an average of 50 inbound phone calls to deliver effective support and remotely resolve service issues
  • Submitted service tickets for equipment maintenance requests
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Evaluated user problems using test scripts, personal expertise, and probing questions
  • Persuaded and activated nearly 11,000 accounts for clients interested in monitoring, proximity app, and exposure notifications on mobile devices
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Explained technical information in clear terms to non-technical individuals to promote a better understanding
  • Organized data to analyze trends in all transactions and distilled core information for support interactions in Salesforce for reference
  • In addition, research was used as a reference to update the knowledge base in Sharepoint.

Certified Pharmacy Technician

Kings County Hospital Center
Brooklyn, United States
08.2005 - 06.2017
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Coordinated verification and filling of more than 800 daily prescriptions in a high-volume hospital pharmacy environment.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Resolved non-routine issues like third-party billing, computer system, and customer service issues.
  • Restocked automated medication dispensing equipment. Worked with computerized and automated systems for dispensing medications and editing new patient profiles. Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Supervised 2 pharmacy technicians and coordinated day-to-day assignments.
  • Solved customer problems in-person or over the telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Maintained drug inventory levels by ordering necessary medications and supplies.
  • Prepared intravenous solutions, admixtures, respiratory drugs, and other solutions using aseptic techniques.
  • Collected co-payments or full payments from customers.

Education

Business Administration, Accounting

Western Governors University

Skills

  • Trend Identification
  • Data Integrity
  • Customer Support
  • Data Collections
  • Inspection Conduction
  • Service Quality
  • Data Gathering
  • Customer Relationship Management

Certification

  • Medical Billing and Coding Training - Completed October 2020
  • Pharmacy Technician (CphT from Nov. 2006-Jan. 2022)

Timeline

Member Experience Coordinator

Ro
06.2021 - 06.2022

Public Health Advisor, Case Investigator

05.2020 - 06.2021

Certified Pharmacy Technician

Kings County Hospital Center
08.2005 - 06.2017

Business Administration, Accounting

Western Governors University

Medical and Billing Certificate

Certificate obtained from the Institute of Career Continuity (17 Battery Pl #636, New York, NY 10004).

Medical and Billing Certificate

Certificate obtained from the Institute of Career Continuity (17 Battery Pl #636, New York, NY 10004).

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Casey Ellis