April Ramseur

• Resolved member inquiries regarding benefits, eligibility, and coverage using Kaiser systems.
• Explained plan procedures, claims status, and authorization requirements to members clearly.
• Scheduled appointments, coordinated referrals, and routed requests to appropriate departments.
• Documented call outcomes accurately in electronic records and service tracking tools.
• Trained new representatives on service protocols, documentation practices, and call handling.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.

• Managed high-volume inbound calls with call-center software, triaged ride requests, and logged details in CRM to ensure accurate service delivery.
• Handled outbound and inbound calls to schedule non-emergency medical transportation, ensuring timely rides for patients to and from appointments within 24 hours of request.
• Scheduled drivers and matched vehicle types to medical needs on dispatch board, ensuring timely transportation for patient appointments.
• Coordinated with health insurance providers to secure payment for patient transportation, improving process efficiency for patients and healthcare facilities.
• Verified patient eligibility and reservation details against insurance information, reducing booking errors and denials.
• Documented no-show and cancellation reasons in the system, enabling follow-up outreach to decrease repeat misses.
• Reconciled daily billing records with carrier invoices in spreadsheet reports to resolve payment discrepancies.
• Resolved trip issues, delays, and cancellations while maintaining calm, professional communication.
• Documented call details, updates, and service notes accurately in customer records.
• Verified member eligibility and appointment information before arranging service requests.
• Managed inbound ride requests, scheduling transportation and confirming trip details for callers.

• Managed high call volumes during peak hours while ensuring customer satisfaction and adherence to quality standards.
• Managed inbound customer billing disputes, resolving an average of [...] per shift using company CRM and call scripts.
• Processed account updates and service requests while adhering to company verification and security procedures.
• Logged detailed call notes in Salesforce after each interaction to maintain accurate customer histories.
• Analyzed recurring complaint themes and provided actionable weekly trend reports to team lead for process improvement.
• Trained new hires on inbound call protocols and effective call-handling techniques to enhance team performance.
• Mentored new representatives on call handling standards, documentation, and customer care practices.

GPA: 3.8

• Professional Development: Healthcare development