Adey Okunlade
Allen,TX
Summary
Dedicated professional with strong customer service skills in healthcare. Expertise in HIPAA compliance and eligibility verification, ensuring patient satisfaction through effective communication and problem-solving.
Overview
7
7
years of professional experience
Work History
Customer Support Representative(contract)
ATA Services
07.2023 - Current
- Handled an average of 70–90 inbound calls and 20–25 outbound calls daily, assisting members, providers, and caregivers with vision benefits, eligibility verification, claims inquiries, and benefit related questions.
- Educated members on their vision plan benefits, covered services, provider network participation, copayments, and eligibility requirements to ensure they fully understood their coverage.
- Researched and resolved claims, billing, and benefit-related issues by collaborating with internal departments to ensure timely resolution.
- Maintained accurate documentation of all member and provider interactions within the CRM systems while adhering to HIPAA privacy and confidentiality standards.
- Built positive relationships with members and provider offices by providing accurate information and timely follow-up on outstanding requests.
Customer Service Representative(contract)
Kelly Services
01.2021 - 06.2023
- Managed an average of 45–70 inbound calls and 20–25 outbound calls daily, providing exceptional customer service to patients, provider offices, and healthcare partners in a fast-paced call center environment.
- Assisted patients with questions regarding insurance benefits, eligibility verification, procedure benefits, cost estimates, and coverage information for scheduled medical services, including screening and diagnostic colonoscopy procedures.
- Explained patient financial responsibility, including deductibles, copayments, coinsurance, and out-of-pocket costs, while ensuring members understood their healthcare benefits.
- Performed insurance eligibility verification by reviewing member coverage, benefit plans, and demographic information prior to scheduled procedures.
- Maintained quality assurance standards by providing empathetic, professional service, achieving first-call resolution whenever possible, and consistently meeting productivity and performance metrics.
Customer Service Rep
Walmart
04.2019 - 12.2020
- Managed approximately 50–95 inbound calls and 15–20 outbound calls daily, assisting customers with order status, product availability, deliveries, returns, exchanges, and installation service inquiries.
- Resolved customer concerns related to online and in-store purchases, ensuring timely and satisfactory resolutions.
- Placed outbound calls to customers to provide order updates, schedule deliveries, confirm installations, and follow up on outstanding service requests.
- Coordinated with store associates, distribution centers, and delivery partners to resolve order fulfillment and inventory issues.
- Documented customer interactions accurately using customer service systems and maintained detailed case notes.
- Assisted customers with product information, warranty coverage, special orders etc
Education
Bachelor of Science -
Lagos State University
Lagos, NigeriaSkills
- Customer Service Excellence
- Eligibility Verification
- HIPAA Compliance
- Epic (EMR/EHR)
- Zendesk
- CRM Documentation & Data Entry
- Problem Solving
- Time Management & Multitasking
- Healthcare Member Services
- Insurance Benefits & Claims Support
- CPT & HCPCS Code Knowledge
- Salesforce CRM
- Microsoft Office Suite
- Customer Relationship Management
- Active Listening & Communication
Timeline
Customer Support Representative(contract)
ATA Services
07.2023 - Current
Customer Service Representative(contract)
Kelly Services
01.2021 - 06.2023
Customer Service Rep
Walmart
04.2019 - 12.2020
Bachelor of Science -
Lagos State University