Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Belinda Hickman

Houston,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

CVS/Aetna
Remote
10.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listens and probes callers in professionally and timely manner to determine purpose of calls.
  • Diagnoses issues and utilizes results to minimize transfers, issues. and call backs using all available resources.
  • Thoroughly and efficiently gather customer information, assess, and fulfill customer needs and educate customers where applicable.
  • Complete customer interaction follow-up work to process all requested updates efficiently and effectively.
  • Utilize databases to look up and provide information to telephone inquiries.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
  • Consulted with outside parties to resolve discrepancies and create expert solutions
  • Exhibited high energy and professionalism when dealing with clients and staff

Caregiver

SureCare Home Care
The Woodlands, TX
06.2021 - Current
  • Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
  • Helped clients manage money, pay bills and shop for groceries or personal items.
  • Documented residents' mental status, sleep and eating patterns in medical record books.
  • Transported individuals to events and activities, medical appointments and shopping trips.
  • Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs

Contract Specialist

Texas Children Hospital
Remote, Texas
04.2021 - 06.2021
  • Conducted quality reviews and monitored contract performance.
  • Reviewed current contracts to identify upcoming contract expirations and coordinated with stakeholders to analyze contract renewals and re-negotiation.
  • Provided exceptional customer service to diverse clientele even in high-stress environments.
  • Prepared and send welcome packets and denial letters to providers.
  • Process letter of intent, prepare documents for committee meetings.
  • Communicate with team members to identify needed changes.
  • Maintain daily productivity and time management.
  • Review contract terms and conditions for verification.
  • Receive and track internal and external service forms.

Health Insurance Programs Representative 1

Minnesota Department Of Human Services
Saint Paul, MN
10.2019 - 03.2021
  • Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Used State programs to process benefit transactions.
  • Customized health insurance programs to suit individual client's needs.
  • Educate customers on understanding different health care plans.
  • Managed phone and email inquiries from City and Hospital workers.
  • Answer telephone and email inquiries in timely manner.
  • Maintains customer records by updating account information.
  • Received and processes payments.
  • Managed modifications by detecting and correcting coding errors, decreasing error.
  • Collected premiums on or before effective date of coverage.
  • Met with customers to provide information about their plans.

Administrative Specialist Sr.

Minnesota Department Of Human Services
Saint Paul, MN
02.2013 - 10.2019
  • Coordinated training for new team members, overseeing onboarding details and designing framework for future acquisitions.
  • Monitored and directed incoming mail and prepared outgoing mail.
  • Collaborated in timely processing of billing and accounts receivables.
  • Drafted documents in company-directed formats and fonts, maintaining exceptional style consistency.
  • Categorized and securely processed sensitive documents with information of deeply personal nature or corporate sensitivity.
  • Acted as backup for other administrative assistants by providing task support and adapting to individual needs.
  • Provided administrative support to clients internally and supported needs for materials organization.
  • Kept files and records in content management systems such as MS SharePoint, EDMS and Sharepoint,CRM.
  • Determine eligibility and process healthcare program applications.

Education

High School Diploma -

Rocky High School
Rock Island, IL
06.1984

Skills

  • CRM Software
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Multitasking and Prioritization
  • Customer Account Management
  • Salesforce CRM
  • Administrative and Office Support
  • Microsoft Exchange
  • Computer Proficiency
  • Inbound and Outbound Calling
  • Time Management
  • LiveChat Messaging
  • Document and Records Management
  • Multi-Line Phone Systems
  • Call Volume and Quality Metrics
  • Excellent Attention to Detail

Timeline

Customer Service Representative

CVS/Aetna
10.2021 - Current

Caregiver

SureCare Home Care
06.2021 - Current

Contract Specialist

Texas Children Hospital
04.2021 - 06.2021

Health Insurance Programs Representative 1

Minnesota Department Of Human Services
10.2019 - 03.2021

Administrative Specialist Sr.

Minnesota Department Of Human Services
02.2013 - 10.2019

High School Diploma -

Rocky High School

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Belinda Hickman