Audrianna Goff
Bay Saint Louis,MS
Summary
Resourceful Member Service Specialist known for high productivity and efficient task completion. Specialize in customer relationship management, conflict resolution, and data analysis to improve member satisfaction and service delivery. Excel at communication, teamwork, and adaptability, ensuring smooth operations and positive member experiences.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Member Service Specialist
Omnicare365
Durant, Oklahoma
08.2024 - Current
- Provided expert customer service in response to inquiries related to healthcare plans, policies, and procedures.- Utilized CRM tools (Salesforce, Siebel, Onyx) to document customer issues and track resolution status.- Collaborated with internal teams and external resources to resolve customer issues promptly and effectively.- Ensured high levels of customer satisfaction by offering additional options and solutions during interactions.- Actively listened and conducted root cause analysis to resolve issues on the first call, maintaining high first-call resolution rates.
Patient Care Advocate
Alorica
Irvine, California
03.2023 - 01.2024
- Handle customer service inquiries related to pharmacy benefits, resolving issues for members, providers, and physicians.- Utilize CRM systems to track and respond to inquiries, ensuring accurate documentation and timely resolutions.- Maintain a high level of customer satisfaction while meeting productivity and performance standards.- Escalate complex issues to appropriate departments, ensuring prompt resolution.
Health Care Assistant
UnitedHealthcare
Newark, CA
08.2020 - 03.2022
- Updated system with order specifics and customer details, preferences, and billing information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Bachelor of Science - Psychology
University of Southern Mississippi
Hattiesburg, MS05-2022
Skills
- CRM software, EPIC , Microsoft office
- Strong empathy
- sales
- Customer engagement
- Account maintenance
- Data entry proficiency
- Relationship building
- computer literacy
- adaptability
- communication
- leadership
- analytical
- time management
- active listening
- team work
- problem-resolution
Certification
- CCMA
- BLS
References
References available upon request.
Timeline
Member Service Specialist
Omnicare365
08.2024 - Current
Patient Care Advocate
Alorica
03.2023 - 01.2024
Health Care Assistant
UnitedHealthcare
08.2020 - 03.2022
Bachelor of Science - Psychology
University of Southern Mississippi