Belinda Milteer
El Paso,TX
Summary
Detail-oriented Customer Service Representative with over 10 years of experience in healthcare and member services, including extensive work with Medicare and Cigna. Proven ability to resolve inquiries efficiently, ensuring high resolution rates and member satisfaction. Skilled in navigating complex systems and collaborating with healthcare providers to streamline service delivery. Eager to leverage strong communication and problem-solving skills to manage insurance verifications, prior authorizations, and referrals for My VA Support.
Overview
27
27
years of professional experience
Work History
Customer Service Rep
MDLive
05.2024 - 10.2024
- Facilitated patient navigation through virtual healthcare platforms, enhancing user experience.
- Resolved patient inquiries and issues, achieving a 95% resolution rate on first contact.
- Collaborated with healthcare providers to ensure timely communication and follow-up, which improved appointment adherence by 20%.
- Elevated customer service rates by 25% by delivering exceptional service in a high-volume environment.
- Contributed to cross-departmental initiatives aimed at enhancing the overall patient experience.
- Maintained accurate records of customer interactions, ensuring compliance with data protection standards.
- Remote
Customer Service Rep
Cigna
10.2022 - 05.2024
- Guided clients through inquiries regarding Medicare coverage options and eligibility.
- Efficiently resolved customer issues, achieving a resolution rate of over 95%.
- Executed follow-up calls to verify customer satisfaction and retention.
- Trained new employees on company policies and procedures, enhancing team performance.
- Collaborated with healthcare providers to streamline service delivery for clients.
- Documented customer interactions and feedback to refine service protocols.
- Remote
Customer Service Rep
HGS/Aetna
09.2020 - 10.2022
- Managed inbound calls for Aetna Medicare customers, ensuring efficient service delivery.
- Established rapport with members by understanding their benefits needs.
- Actively listened to customers' concerns and addressed questions by resolving issues based on phone calls and correspondence from members.
- Documented and tracked contacts with members, providers, and plan sponsors.
- Clarified members’ rights and responsibilities in accordance with contractual agreements.
- HGS
Customer Service Rep
Continuum Global Solutions
El Paso
10.2020 - 08.2021
- Attentively listened to customers to grasp their concerns.
- Promoted additional products and features while highlighting their benefits.
- Demonstrated soft skills to deliver outstanding customer service.
- Provided detailed information to customers regarding their current plans and products.
- Navigated through multiple computer applications swiftly and accurately.
- El Paso
Service Coordinator
Emergence Health Network
El Paso
02.2018 - 03.2019
- Coordinated services and assisted individuals enrolled in Home and Community Services in accessing medical, social, educational, vocational, and other necessary support.
- Monitored individual progress, assessed service needs, and linked individuals to available services through the HCS program while preventing and managing crises.
- El Paso
Member Services
American Automobile Association (AAA) of Texas
El Paso
07.1997 - 02.2018
- Executed all travel agent responsibilities, including booking air, car, hotel, and domestic packages.
- Surpassed sales goals for hotel, car, and land packages while successfully training all new employees on club systems.
- Completed administrative cashiering reports and scheduled weekly staff tasks.
- Implemented an inventory system to ensure a continuous supply of tour books, maps, and office supplies, facilitating uninterrupted member service.
- Supervised the completion of TripTiks and conducted follow-up calls to members to maintain a high member satisfaction rate.
- El Paso
Education
Masters of Science - Human Services
University of Capella
06-2017
Bachelor of Science - Human Services
University of Phoenix
Santa Teresa02-2008
Skills
- Data protection standards
- Cashiering
- Inventory system
- Booking air
- Car
- Hotel
- Domestic packages
- Club systems
- Customer Service
- Communication
- Problem-solving
- Teamwork
- Compliance
- Training
- Emotional connection
- Listening
- Upselling
- Soft skills
Timeline
Customer Service Rep
MDLive
05.2024 - 10.2024
Customer Service Rep
Cigna
10.2022 - 05.2024
Customer Service Rep
Continuum Global Solutions
10.2020 - 08.2021
Customer Service Rep
HGS/Aetna
09.2020 - 10.2022
Service Coordinator
Emergence Health Network
02.2018 - 03.2019
Member Services
American Automobile Association (AAA) of Texas
07.1997 - 02.2018
Masters of Science - Human Services
University of Capella
Bachelor of Science - Human Services
University of Phoenix