Amber Griffin
Houston,TX
Summary
Adept at multitasking and organization, I excelled in customer service at United Healthcare, enhancing company reputation through superior support and problem-solving. Skilled in HIPAA compliance and team collaboration, I consistently exceeded performance metrics, improving customer satisfaction significantly. My proactive approach and relationship-building prowess have been pivotal in streamlining processes and fostering trust among clients. Capable Advocate dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
8
8
years of professional experience
Work History
Complex Care Advocate
United Healthcare
01.2023 - Current
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Conducted thorough research to provide accurate information and resolve complex issues effectively.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Navigated multiple computer systems and applications to find information.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Collaborated with internal departments and external vendors to resolve claims.
- Developed in-depth understanding of insurance policies and procedures.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Delivered personalized customer service, addressing policyholder concerns and clarifying coverage details.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
Technical Support Representative
Conduent
02.2022 - 01.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
Customer Service Representative
Alorica
06.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Certified Nursing Assistant
Focused Care At Summerplace
08.2018 - 06.2020
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
- Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Educated family members on caregiving techniques to better support their loved ones at home after discharge from the facility.
Phlebotomist
Baptist Hospital of Southeast Texas
11.2016 - 08.2018
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Used personal protective equipment correctly to protect coworkers and patients.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Organized daily work based on collection priority.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.
- Conducted venipuncture and other CT procedures.
- Trained new phlebotomists in proper blood collection techniques and safety protocols, elevating overall quality of care.
Education
Bachelor of Science - Accounting
University of Phoenix
Tempe, AZ05.2028
Skills
- Professional boundaries
- Self-awareness
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- HIPAA Compliance
- Relationship Building
- Phone and Email Etiquette
- Insurance Verification
- Team Leadership
Timeline
Complex Care Advocate
United Healthcare
01.2023 - Current
Technical Support Representative
Conduent
02.2022 - 01.2023
Customer Service Representative
Alorica
06.2020 - 02.2022
Certified Nursing Assistant
Focused Care At Summerplace
08.2018 - 06.2020
Phlebotomist
Baptist Hospital of Southeast Texas
11.2016 - 08.2018
Bachelor of Science - Accounting
University of Phoenix