Asata Hunter
Katy,TX
Summary
Proven Insurance Specialist and Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Molina Healthcare and Sutherland Global. Skilled in insurance verification and problem-solving, adept at resolving complaints and inquiries with empathy and efficiency. Excelled in roles requiring critical thinking and Microsoft Excel, consistently exceeding performance metrics. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Sutherland Global
Chicago, IL
02.2023 - 03.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Service Representative
Express Scripts
Houston, TX
10.2022 - 01.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Insurance Specialist
Molina Healthcare
Houston, TX
05.2022 - 08.2023
- Processed eligibility and benefits verification and authorization requests.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Evaluated and settled complex insurance claims in strict timeframes.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Improved customer satisfaction by providing timely updates and resolutions to their claims inquiries.
- Examined claims forms and other records to determine insurance coverage.
Education
No Degree - Arts
Houston Community College
Houston, TX05.2026
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Microsoft Excel
- Microsoft Outlook
- Call Center Operations
- Medical terminology knowledge
- Quality Assurance Controls
- Call triaging
- Insurance Verification
- Documentation skills
Timeline
Customer Service Representative
Sutherland Global
02.2023 - 03.2024
Customer Service Representative
Express Scripts
10.2022 - 01.2024
Insurance Specialist
Molina Healthcare
05.2022 - 08.2023
No Degree - Arts
Houston Community College