Beatrice Robinson
Durham,NC
Summary
Dedicated Care Access Specialist with expertise in insurance verification and patient onboarding. Proven track record in enhancing operational flow and improving customer satisfaction.
Overview
29
29
years of professional experience
Work History
Care Access Specialist
UNC Health Care
Chapel Hill, North Carolina
08.2018 - Current
- Coordinated insurance verification and eligibility assessments, improving patient onboarding.
- Managed appointment scheduling to optimize operational flow and reduce wait times.
- Facilitated patient access to healthcare services and resources, ensuring timely care.
- Educated patients on available health programs and offered services.
Customer Care Representative
Blue Cross Blue Shield of North Carolina
Durham, North Carolina
06.2000 - 12.2014
- Assisted members with inquiries regarding health insurance policies and benefits.
- Handled high-volume calls while maintaining a positive customer experience.
- Resolved customer complaints promptly and professionally.
- Resolved complaints by coordinating with internal departments, ensuring timely solutions and enhancing customer satisfaction.
- Educated members on claims processes and provided guidance on submissions.
- Provided fast, friendly, and knowledgeable service for routine questions and service complaints, contributing to a positive customer experience.
- Followed up on unresolved customer inquiries, providing timely updates and maintaining communication to improve customer trust.
- Collaborated with team members to streamline communication and improve service quality.
- Trained new staff on customer service protocols and system navigation procedures.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
Area Sales Supervisor
Hecht's Department Store
Durham, North Carolina
08.1997 - 05.2000
- Supervised sales team to improve customer service and increase product knowledge.
- Trained staff on effective sales techniques and product promotions.
- Monitored sales team performance and delivered targeted training to support achievement of sales targets.
- Managed and evaluated staff performance to drive productivity improvements.
- Conducted performance evaluations to assess staff productivity and engagement.
- Resolved customer complaints promptly to maintain satisfaction and loyalty.
- Coordinated inventory management to ensure stock availability and presentation.
- Implemented visual merchandising standards to elevate store aesthetics and brand image.
Education
High School Diploma -
Hillside High School
Durham, NC06-1971
Skills
- Insurance verification
- Eligibility assessment
- Patient onboarding
- Appointment scheduling
- Health program education
- Patient engagement strategies
Timeline
Care Access Specialist
UNC Health Care
08.2018 - Current
Customer Care Representative
Blue Cross Blue Shield of North Carolina
06.2000 - 12.2014
Area Sales Supervisor
Hecht's Department Store
08.1997 - 05.2000
High School Diploma -
Hillside High School