Summary
Overview
Work History
Education
Skills
Certification
Statement Of Purpose
Timeline
Generic

ADRIENNE CHAPMAN

North Haven,CT

Summary

Highly motivated employee with the desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Over twenty years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to solve problems while achieving positive outcomes. Manage consistent one-call resolution to offer prompt and streamlined service.

Overview

6
6
years of professional experience
1
1
Certification

Work History

CSO ESM Representative

UnitedHealthcare
05.2024 - Current
  • Proactively identifies solutions to non-standard requests
  • Works with team to solve complex problems
  • Plans, prioritizes, organizes, and completes work to meet established deadlines
  • Works with team to solve complex problems
  • Plans, prioritizes, organizes, and completes work to meet established deadlines

SENIOR CUSTOMER SERVICE REPRESENTATIVE

UnitedHealthcare
06.2022 - 04.2024
  • Company Overview: Client Service Operations
  • Provide premium level service, removing burdens, and providing end-to-end resolution for employers, brokers, third party administrators
  • Trained in Big 3, claims, benefits, web portal, UHIC and USP claims and benefits
  • Constructed communication via secure messaging, e-mail, or chat
  • Research complex issues across multiple databases and work with support resources to resolve member / group issues
  • Meet performance goals established for the position in the following areas: effectiveness, efficiency, call quality member satisfaction, first call resolution
  • New hire classes shadow my calls and navigation
  • Shadow others to guide and help improve metrics and skills
  • Email Internship Team assisting with email volume
  • Resolve escalated customer complaints in a timely manner
  • Monitor customer feedback surveys to identify areas of improvement
  • Client Service Operations

PATIENT CARE ASSOCIATE (INPATIENT ONCOLOGY)

Yale New Haven Health
07.2021 - 03.2022
  • Under the direction of the Clinical Nurse, engages in selected tasks and activities as directed to obtain and report information to assist the nurse in the assessment, planning and evaluation of patient needs, treatment, and response to treatment
  • Monitored vital signs including temperature, pulse, respiration rate, blood pressure and oxygen saturation levels
  • Under the direction of the Clinical Nurse, performs technical duties and selects treatments, procedures and activities which contribute to safe and efficient delivery of patient care
  • Effectively and professionally communicates and interacts with patients, families, and staff

REGISTERED MEDICAL ASSISTANT

Yale New Haven Health NEMG Urgent Care
03.2020 - 07.2021
  • Prepared patient rooms, set up instruments and equipment according to protocol
  • Obtained pertinent clinical information including the patient & complaint, health history, and measurement of vital signs
  • Documented all patient-related communication and interventions in the patient & electronic medical record (EPIC)
  • Aided in emergency situations as needed
  • Assisted providers with examinations, procedures & treatments
  • Performed diagnostic tests including eye exams, EKG, Pulse Ox, and throat and nasal swabs

REGISTERD MEDICAL ASSISTANT

County OB/GYM of Branford, CT
01.2019 - 03.2019
  • Company Overview: (Contract through Ultimate Staffing)
  • Assisted with rooming patients
  • Prepared charts & measured vital signs
  • Scheduled appointments & labs per doctor's orders
  • Verified insurance for patients upcoming appointments
  • Called in medication refills & restocked patient rooms
  • (Contract through Ultimate Staffing)

Education

MEDICAL ASSISTANT -

Stone Academy
Hamden, CT
12.2009

BUSINESS ADMINISTRATION -

Gateway Community College
New Haven, CT
06.1987

HIGH SCHOOL DIPLOMA - BUSINESS ADMINISTRATION

North Haven High School
North Haven, CT
06.1986

Skills

  • Interpersonal skills
  • Written communication skills
  • Communication skills
  • Detail oriented
  • Accurate
  • Organized
  • Multi-tasking
  • Critical thinking
  • Ability to navigate computer systems
  • Ability to learn complex applications
  • Time management
  • Task organization
  • Prioritization
  • Ability to work in a fast-paced environment
  • Problem-solving

Certification

  • RMA, 01/01/19
  • First Aid CPR AED, 10/01/20
  • Certified Medical Assistant

Statement Of Purpose

Caring, compassionate professional with over twenty years of experience in customer service & serving the community as a first responder in the healthcare field. A proven record of accomplishment of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings. I am looking to effectively contribute to the objectives and goals of an innovative organization.

Timeline

CSO ESM Representative

UnitedHealthcare
05.2024 - Current

SENIOR CUSTOMER SERVICE REPRESENTATIVE

UnitedHealthcare
06.2022 - 04.2024

PATIENT CARE ASSOCIATE (INPATIENT ONCOLOGY)

Yale New Haven Health
07.2021 - 03.2022

REGISTERED MEDICAL ASSISTANT

Yale New Haven Health NEMG Urgent Care
03.2020 - 07.2021

REGISTERD MEDICAL ASSISTANT

County OB/GYM of Branford, CT
01.2019 - 03.2019

BUSINESS ADMINISTRATION -

Gateway Community College

HIGH SCHOOL DIPLOMA - BUSINESS ADMINISTRATION

North Haven High School

MEDICAL ASSISTANT -

Stone Academy

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