Andrew W. Laird
Summary
Dedicated Outreach Specialist with expertise in enrollment processes and case management. Skilled in information gathering and issue resolution, ensuring compliance and efficiency. Experienced in delivering empathetic customer service to diverse populations while effectively managing competing priorities. Proven ability to foster trust and collaborate with teams to enhance service delivery and drive successful enrollment outcomes.
Overview
15
15
years of professional experience
Work History
Outreach Specialist
CITYBLOCK HEALTH
09.2022 - Current
- Conducted outreach via telephone, written, digital, and face-to-face channels to gather information, answer questions, explain program requirements, and guide members through enrollment and next steps.
- Communicated professionally and empathetically with individuals and families facing challenging personal, medical, or social circumstances to foster trust and support during the enrollment process.
- Establish rapport and build trust quickly while serving as a primary point of contact during the enrollment process.
- Review information and supporting documentation to help determine member eligibility and readiness for enrollment.
- Maintain accurate member information, tasks, notes, and follow-up activities within the electronic health record/CRM system.
- Use available data and health information platforms to research and locate hard-to-reach members and support effective outreach strategies.
- Identify missing or incomplete information and coordinate with internal staff when additional information or follow-up is required.
- Monitor outstanding tasks and follow-ups to support timely completion and progression of member cases.
- Collaborated with internal teams to resolve issues and communicate relevant information, contributing to achievement of enrollment goals.
- Maintain productivity and accuracy while managing multiple cases, outreach activities, and competing priorities.
- Massachusetts Market
Office Manager
DC AUTO RECON
Framingham, MA
11.2020 - Current
- Managed scheduling, appointments, follow-ups, and outstanding customer requests to ensure timely resolution of inquiries.
- Serve as a primary point of contact for customers, responding to inquiries by telephone, email, and other communication channels.
- Gather information from customers, determine their needs, and provide accurate information regarding services, scheduling, and next steps.
- Maintain accurate office records and customer information.
- Coordinated with vendors and internal staff to gather information and resolve issues efficiently.
- Monitor inventory and maintain organized records of supplies and vendor activity.
- Manage outbound communications and marketing efforts, requiring attention to detail and accurate information.
- Handled multiple priorities independently while delivering professional and effective customer service.
Customer Service / Inside Sales
CRIZ SOLUTIONS
Framingham, MA
01.2017 - 01.2020
- Managed inbound calls, assisting customers with inquiries, service needs, scheduling, and project details to enhance customer satisfaction.
- Coordinated with customers, vendors, and internal staff to gather information and resolve issues, streamlining communication and service delivery.
- Followed up with prospective and existing customers regarding outstanding information and service needs.
- Gathered and documented customer information to effectively coordinate services and projects, ensuring timely delivery.
- Prepared and communicated project quotes accurately through telephone and email correspondence.
- Maintained professional relationships with vendors and customers while managing multiple requests simultaneously.
- Used email, telephone, and computer systems to maintain communication and complete daily administrative responsibilities.
Inside Sales Representative
BY APPOINTMENT ONLY (BAO)
Norwood, MA
09.2015 - 11.2017
- Scheduled and confirmed meetings with C-suite and VP-level executives, facilitating strategic discussions and relationship building.
- Managed multiple client accounts while meeting daily activity and performance expectations.
- Conducted high-volume telephone outreach to gather information and establish rapport with business professionals, enhancing lead generation.
- Maintained accurate information and follow-up records for prospective clients, ensuring timely communication and fostering engagement.
- Demonstrated strong verbal communication, organization, persistence, and attention to detail in a telecommunications environment.
Sales Associate
NORDSTROM
Natick, MA
07.2011 - 09.2015
- Engaged customers with targeted questions to uncover needs, offering tailored recommendations that increased satisfaction.
- Delivered personalized customer service, guiding customers in selecting suitable products and solutions to enhance their shopping experience.
- Addressed customer inquiries and concerns with professionalism and empathy, fostering trust and loyalty.
- Opened and maintained customer rewards accounts while ensuring information was entered accurately.
- Worked collaboratively with team members to maintain efficient department operations.
Education
Associate of Science - Liberal Arts
Massbay Community College
Wellesley, MA05-2016
Skills
- Claimant support
- Information gathering
- Interviewing techniques
- CRM Record management
- Record documentation
- Data accuracy
- Document verification
- HIPAA compliance
- Task tracking
- Issue escalation
- Problem solving
- Communication skills
- Email management
- Word processing proficiency
- Spreadsheet management
- Presentation skills
- Diverse populations
- CRM Systems
- CRM Systems
Timeline
Outreach Specialist
CITYBLOCK HEALTH
09.2022 - Current
Office Manager
DC AUTO RECON
11.2020 - Current
Customer Service / Inside Sales
CRIZ SOLUTIONS
01.2017 - 01.2020
Inside Sales Representative
BY APPOINTMENT ONLY (BAO)
09.2015 - 11.2017
Sales Associate
NORDSTROM
07.2011 - 09.2015
Associate of Science - Liberal Arts
Massbay Community College