Aiesha Gooch
Summary
Seeking a Guest Service Agent position to utilize fifteen years of customer service experience, and over four years in a fast-paced call center environment with data entry skills, scheduling enrollments, and performing enrollments in accordance with CMS and carrier guidelines.
Overview
13
13
years of professional experience
Work History
Medication Technician
Victoria's House
San Francisco
02.2025 - 12.2026
- Administered medications and facilitated self-administration according to medication administration record to ensure compliance and safety.
- Provided fulfillment partner staffing supervision and managed safety in a high-volume assisted living facility.
- Ensured accurate administration of medications, following prescribed routes, doses, and documentation procedures.
- Conducted quality assurance checks to verify accuracy of medication administration, enhancing patient safety.
- Received verbal orders from physicians and other healthcare providers regarding prescriptions and refills.
- Maintained accurate records of all medication administered to residents.
- Conducted monthly audits of controlled substances inventory logs.
- Observed and reported any changes in patient condition or behavior associated with medications.
- Coordinated ordering, receiving, storing, preparing, and delivering medications throughout facility to maintain efficient medication management.
- Educated patients on their rights to access and control their medical information for informed decision-making.
Medication Technician
Ivy Park at Cathedral Hill
San Francisco
11.2024 - 04.2025
- Dispensed and administered medication to residents according to physician prescriptions.
- Tracked and maintained accurate physician orders with physicians, pharmacies, and third-party home health and hospice agencies to ensure timely medication access.
- Coordinated medication services among pharmacy, physician's office, residents, and families to streamline medication management.
- Order and manage medication supply.
- Facilitated accurate communication of medical reports, care plans, and physician instructions via fax to care staff, residents, families, and management, ensuring compliance with regulatory requirements.
- Managed and maintained accurate medical records of all residents.
Direct Support Professional
D&S Community Services
Jackson
01.2024 - 10.2024
- Medication Administration
- Personal Hygiene
- Dementia Care
- Community Integration
- Transportation
- Assisted clients with activities of daily living and instrumental activities of daily living.
- Performs homemaker services such as cleaning, cooking, and running household errands.
- Provided supportive daily living by using innovative ways to get the clients more involved in their community.
- Verified that PHI complied with HIPAA, administered medications, reconciled personal accounts, and implemented safety precautions.
Flex Customer Service Agent
SELECTQUOTE
Overland Park
07.2023 - 01.2024
- Resolve customer inquiries via inbound and outbound calls and emails.
- Completed routine retention campaigns to maintain customer rapport.
- Completed annual notice of change outbound calls to ensure customers were aware of insurance plan changes.
- Conducted customer satisfaction surveys and customer account updates, and addressed concerns.
- Completed enrollment in various insurance plans while maintaining carrier and CMS compliance.
- Educated customers on other company departments and upsold other products after a needs analysis.
- Conducted QA scripted outbound and inbound customer service calls and analyzed client concerns to provide resolutions.
- Scheduled enrollments, processed grievances, and ensured adequate documentation of all customer inquiries.
- Enrolled clients into various Medicare Advantage and Prescription Drug Plans.
- Calculated, collected, and processed payment preferences with carriers and CMS.
- Explain and set customer expectations after enrollment according to carrier and Medicare standards.
- Met daily and monthly dial quotas, call performance, and upsell metrics.
- Educated clients on plan benefits and options based on a thorough needs analysis.
- Completed various requests for information from different insurance carriers to correct errors and missing information.
RFI Flex Customer Service Agent
SELECTQUOTE
Overland Park
07.2021 - 08.2022
- Enrolled clients into various Medicare Advantage and Prescription Drug Plans.
- Explained enrollment details and set customer expectations in alignment with carrier and Medicare standards.
- Educated clients on plan benefits and options based on a thorough needs analysis.
- Scheduled enrollments and processed grievances while ensuring thorough documentation of all customer inquiries.
- Calculated, collected, and processed payment preferences with carriers and CMS.
- Conducted QA on outbound and inbound customer service calls, analyzing client concerns to deliver effective solutions.
- Met daily and monthly dial quotas, call performance, and upsell metrics.
- Completed various requests for information from different insurance carriers to correct errors and missing information.
Compliance Coordinator
Easter Seals
Lexington
06.2020 - 08.2021
- Managed six residential homes in two counties.
- Planned and conducted Individual Support Plan meetings to update members' support plans and evaluate learning outcomes and objectives.
- Scheduled medical appointments and managed medical records for caseload.
- Made educational materials and training protocols for support staff that were compliant with the State of Tennessee Department of DIDD.
- Tracked, audited, and approved documentation for the billing department.
Census Enumerator
US Census Bureau
Lexington
08.2020 - 11.2020
- Met daily with supervisor to discuss and report results. Studied maps of assigned areas to plan efficient routes, reaching over 12 community households per day.
- Double-checked team questionnaires and submissions to ensure completeness and viability.
- Generated accurate and complete reports and case summaries and compiled work records, including required statistics.
- Conducted exit interviews to obtain feedback used to drive procedural improvements and verified all closing paperwork.
- Contacted assigned citizens through email or phone to obtain and correct census data.
- Assisted people in filling out surveys with complete and accurate information.
- Located and approached households and requested participation in census interviews, thoroughly explaining the process and purpose.
- Delivered information from the script regarding surveys for the on-demand phone project assignment.
Residential House Manager
Easter Seal of Tennessee
Lexington
03.2014 - 05.2020
- Supervised residential staff in group home.
- Created and maintained staffing schedules to adhere to patient needs.
- Conducted monthly staff meeting, and monthly trainings for residential support staff.
- Assisted with instrumentals and activities of daily living.
- Assisted clients with community integration. Encouraged and implemented outcome objectives to help individuals achieve personal goals and learn new independent skills.
- Administered medication and assisted individuals with medical appointments.
Education
Bachelor of Science - Organizational Leadership
Bethel University
McKenzie, TN01-2017
Skills
- Call center customer service
- Data entry
- Transaction accuracy
- Appointment setting
- Phone etiquette
- Problem solving
Timeline
Medication Technician
Victoria's House
02.2025 - 12.2026
Medication Technician
Ivy Park at Cathedral Hill
11.2024 - 04.2025
Direct Support Professional
D&S Community Services
01.2024 - 10.2024
Flex Customer Service Agent
SELECTQUOTE
07.2023 - 01.2024
RFI Flex Customer Service Agent
SELECTQUOTE
07.2021 - 08.2022
Census Enumerator
US Census Bureau
08.2020 - 11.2020
Compliance Coordinator
Easter Seals
06.2020 - 08.2021
Residential House Manager
Easter Seal of Tennessee
03.2014 - 05.2020
Bachelor of Science - Organizational Leadership
Bethel University