Alexis Beacham
Covington,GA
Summary
Empathetic and solution-focused healthcare service professional with over 8 years of experience supporting Medicare Individual and DSNP members. Proven ability to handle escalated member issues, de-escalate complex situations, and provide effective resolutions while ensuring downstream impact is minimized. Committed to advocating for members through creative problem solving, active listening, and compassionate service.
Overview
11
11
years of professional experience
Work History
Service Advocate / Member Services Specialist
Walgreens
01.2018 - Current
- Serve as primary point of contact for escalated member concerns, managing complex issues with ownership from initial call to resolution.
- Utilize systems such as GPS, HRP, and Market Prominence to track, resolve, and follow up on member issues related to Medicare Individual and DSNP plans.
- Employ creative problem-solving skills to assist members and reduce future call frequency by considering downstream impact.
- Consistently demonstrate empathy, patience, and effective communication to de-escalate high-stress situations and provide outstanding service.
- Document all interactions with accuracy and attention to detail to ensure thorough follow-up and resolution.
Customer Service Representative
Conifer Healthcare Solutions
03.2014 - 01.2018
- Handled high call volumes in a fast-paced environment, resolving inquiries related to healthcare benefits and eligibility.
- Maintained a high first-call resolution rate by listening actively and providing clear, accurate information.
- Demonstrated strong multitasking abilities by navigating multiple systems while engaging with members.
- Worked with internal teams to escalate unresolved issues and ensured timely follow-up with members.
Education
Business Administration And Management
Florida State University
Tallahassee, FL05-2013
Skills
- Member Advocacy & Escalation Management
- Medicare Individual & DSNP Support
- Conflict De-escalation & Resolution
- GPS, HRP, Market Prominence Systems
- Empathy & Compassionate Communication
- Call Center Operations
- Quickbase & Microsoft Excel
- Multitasking & Time Management
- Problem Ownership & Follow-up Coordination
- Documentation & Case Tracking
- Complaint handling
- Complex Problem-solving
Timeline
Service Advocate / Member Services Specialist
Walgreens
01.2018 - Current
Customer Service Representative
Conifer Healthcare Solutions
03.2014 - 01.2018
Business Administration And Management
Florida State University
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