Amber Welth
South Ogden,Utah
Summary
I am seeking a new role where I can share my knowledge with others and explore new avenues as we grow and emerge. I feel like I would be an asset to the team as we are ever changing and building new opportunities in Health Care, I am excited to grow with apree!
Overview
11
11
years of professional experience
Work History
Outbound Specialist/ Appointment Specialist
apree Health
11.2023 - Current
- I was apart of a first wave for the Outbound Specialist team, seeing this transform from just an idea to a team on the frontline is incredibly fulfilling
- Outbound calling Anthem Members to connect with primary care providers, educate the members on the sydney application as well as scheduling member with providers at our Vera Whole Health Clinics
- Appointment scheduling for our Vera Whole Health Clinics
- Connecting members with quality providers, and educating members in the ever changing world of health care and benefits
- Within moments of the interaction, I am able to identify the members needs
- I am familiar and trained in NextGen, Soulution Central, Availity, Elevance, Citrix, Confulence, Salesforce, as I use all of these tools daily to make one single call
- I feel comfortable and confident in my knowledge of the programs and how to manipulate each program
- I have had the opportunity to be apart of pilot programs within this team, such as sweepstakes campaigns
- Taking inbound and outbound calls has put me on the front line of health care and I can clearly see where the cracks are and where our members need us most
- Preventative Care is going to change lives, and we have done that with this team in the short time we have been on the floor.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Represent apree health, our clients and partners to internal and external customers with World Class Service
- Conduct Outbound Business to Consumer (B2C) calls in a health care setting.
- Took ownership of resolving customer service and healthcare navigation issues from start to finish; going above and beyond to accommodate our customers’ employees within the boundaries of our established guidelines
- Accurately and completely interpret and explain insurance documents such as Explanation of Benefits (EOB), Medical Billing and work on the employee’s behalf to facilitate understanding or correction of any discrepancies
- Schedule appointments with physician office staff on behalf of the member
- Document interaction details in Salesforce CRM system
- Provided navigation and interpretation of insurance details to employees of High Touch customers including but not limited to: coordination of benefits, new or changing health benefit plans, steerage to appropriate level of care, connecting to high quality, in-network providers and applicable facilities
- Adhere to all applicable HIPAA, and other privacy guidelines and applicable laws
- Willingness to work weekends/evenings and occasional overtime, although this is rare. Typical schedule is Monday through Friday and covers shifts starting as early as 5:45am MST and the last shift ends at 7pm MST.
High Touch Care Guide/ Customer Service Rep
Castlight/Vera/apree
11.2022 - 11.2023
- Working directly with clients, helping them understand their benefits and creating relationships with our members
- Casing client interactions, as well as referring members to programs that can better assist with their medical and healthcare needs
- Educating members on the importance of routine and annual visits
- Tasked with assisting my peers with cases while they were not available
- Lead Team Huddles when Supervisor was out of office
- Out Bound Campaign
- Made cold calls and connecting members to their benefits and helping them to find providers in their network
- I was also able to be apart of the Sweepstakes campaign where we made cold calls to members in hopes of building customer engagement
- Identified and analyzed procedures
- I recognized the best time frames to contact the members in order to achieve a better outcome
- Castlight Newsletter - crafted my written abilities that would be shared with the company to create opportunities for team morale
- Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Tier 1 Technical Support / Customer Service Rep
Castlight/Vera
01.2021 - 11.2022
- Working directly with clients, guiding them on basic technical support via phone, email and chat methods
- Casing client interactions, client suggestions as well as inquires and complaints
- Shared Value-added services with clients to ensure they had they best experience possible and fully understand all of the benefits made available to them
- Tasked with assisting my peers with cases while they were not available
- Lead Team Huddles when Supervisor was out of office
- P.E.T Rotation - where I learned to create KB articles the company would later utilize to handle calls, chats, and email interactions with clients
- Learned how to effectively read and write in HTML, as well as communicate with CSM's regarding updates made to programs
- Castlight Newsletter - crafted my written abilities that would be shared with the company to create opportunities for team morale
- Floor Support - Guiding peers with support on casing and addressing issues and troubleshooting, as well as organizing minutes from meetings held and operational functions
- Participant in the Raise the Bar program - educated more on empathy and how to effectively communicate with the client and create a safe space for the client to express their needs and feel validated while sharing casing quickly and thoroughly
- Assist in Tier 2 support - special project to assist with T2 by going over escalations and verifying the escalation was in fact needed as well as submitted correctly
- Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Administrative Assistant to VP of Sales
01.2018 - 01.2021
- Scheduled meetings and travel for VP
- Took meeting minutes
- Performed background checks for new hires
- Pulled blueprints and project plans for foreman
- State and local licensing for projects
- Maintained business insurance
- Handled Workers Comp claims with state
- Maintained payroll hours and PTO request
- Maintained and built social media page
- Planned team building activities
- Handled company swag and holiday parties.
Office Manager
Gardner Services
01.2013 - 01.2018
- Payroll
- Scheduling staff
- Hiring and background checks
- Workers comp claims
- Fulfillment of orders for products techs would use in field.
Education
Weber State University
Ogden, UT2009
Skills
- Ayanova
- QuickBooks Online
- Intuit
- NextGen
- Solution Central
- SalesForce
- Citrix
- Availity
- Elevance
- Confulence
- Campaign Management
- Networking abilities
- Team collaboration
References
References available upon request.
Timeline
Outbound Specialist/ Appointment Specialist
apree Health
11.2023 - Current
High Touch Care Guide/ Customer Service Rep
Castlight/Vera/apree
11.2022 - 11.2023
Tier 1 Technical Support / Customer Service Rep
Castlight/Vera
01.2021 - 11.2022
Administrative Assistant to VP of Sales
01.2018 - 01.2021
Office Manager
Gardner Services
01.2013 - 01.2018
Weber State University