ALISON SPRAGUE
Customer Service Representative
Defiance,US
Overview
15
15
years of professional experience
Summary
Customer Service Representative with over 18 years of extensive expertise in healthcare and customer-focused environments, adept at enhancing member satisfaction and service quality. Skilled in public relations, insurance verification, and team collaboration, consistently driving improvements in organizational efficiency and client relations. Demonstrates strong organizational and communication skills, contributing to effective problem-solving and strategic service delivery.
Work History
MEMBER CARE SPECIALIST
MHS/Managed Health Services
01.2020 - 01.2025
- Company Overview: Remote
- Resolve inquiries, ensuring quality and compliance across channels; improve member satisfaction
- Document interactions in CRM for data-driven improvements; enhance service delivery
- Mentor team, share best practices; boost contact center efficiency and performance
- Address complex issues, reduce escalations; strengthen member relations
- Cultivate positive member relationships; contribute to service quality improvements
- Remote
CUSTOMER SERVICE REPRESENTATIVE
IU Health
03.2016 - 01.2020
- Company Overview: Indianapolis, IN
- Facilitates patient flow from point of entry to destination in a timely, accurate, and professional manner
- Obtains specific information to generate an accurate financial and demographic record for patients that will ensure maximum reimbursement and clinical outcomes
- Schedules appointments, interviews patients for appropriate medical information, explains charges and policies of the department/hospital, validates and enters charges into appropriate systems, and collects necessary payment
- Answers incoming calls and directs patients and visitors appropriately
- Indianapolis, IN
LEAD PATIENT CARE COORDINATOR
PrevMed
02.2011 - 03.2016
- Company Overview: Greenwood, IN
- Coordinate patient care, improve scheduling and follow-ups, enhance patient satisfaction
- Resolve insurance and billing issues, boost patient satisfaction, support field staff
- Facilitate urgent communication between staff and patients, strengthen client relationships
- Oversee audiology and optometry visits, ensure compliance and documentation accuracy
- Conduct insurance verifications, streamline operations, address staff queries promptly
- Greenwood, IN
MEMBER CARE SPECIALIST
Angie's List
09.2010 - 02.2011
- Company Overview: Indianapolis, IN
- Managed customer interactions, resolving issues to enhance satisfaction and service quality
- Improved service processes through detailed feedback and reporting
- Handled email inquiries, maintaining accurate member records and data integrity
- Documented and followed up on complaints, ensuring timely resolution
- Applied computer skills to optimize customer service operations
- Indianapolis, IN
Education
BACHELOR OF ARTS - PUBLIC RELATIONS/MARKETING
The University of Akron
Akron, OH 08.2001 - 12 2005
Skills
Customer Service
Healthcare
Communications
Sales
Fundraising
Organization
Problem Solving
Public Relations
Marketing
Insurance Verification
Office Management
Data Analysis
Crisis Management
Quality Assurance
Leadership
CRM Management
Patient Advocacy
Compliance
Data Entry
Scheduling
Additional Information - Software
- Cerner
- Avaya
- SP
- Portico/Amisys
- Omni
- EHR/Patient Management Software
- Epic
- Oracle
- Microsoft Office
Timeline
MEMBER CARE SPECIALIST
MHS/Managed Health Services
01.2020 - 01.2025
CUSTOMER SERVICE REPRESENTATIVE
IU Health
03.2016 - 01.2020
LEAD PATIENT CARE COORDINATOR
PrevMed
02.2011 - 03.2016
MEMBER CARE SPECIALIST
Angie's List
09.2010 - 02.2011
BACHELOR OF ARTS - PUBLIC RELATIONS/MARKETING
The University of Akron
08.2001 - 12 2005