CANDICE ROWLEY
Corydon
Summary
Motivated and dedicated customer service professional with 7+ years of experience maintaining customer satisfaction and customer loyalty.
Overview
2
2
years of professional experience
Work History
Healthcare Trusted Advisor
Ttec (TeleTech) - HealthCare Solutions
09.2024 - 01.2025
- Handled 50+ inbound calls from policy holders and potential policy holders and addressed any questions or concerns relating to health insurance policies.
- Assisted members in understanding complex insurance terms and conditions, leading to better decision-making and policy selection.
- Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
- Maintained up-to-date knowledge of federal and state regulations affecting health insurance policies, ensuring full compliance during all transactions.
- Processed initial and premium payments, and activated and/or deactivated policies.
Insurance Customer Support
TTEC Services
12.2023 - 01.2024
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Adjusted coverage levels and upsold products and/or services that were tailored strictly to each clients needs.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
Enterprise Testing Specialist
TTEC
02.2023 - 12.2023
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Reviewed account history, thoroughly analyzed all financial data, and observed surveillance cameras to identify discrepancies, abnormalities, patterns and/or trends of fraudulent activity.
- Created detailed reports related to findings and presented reports to senior management
- Continued education to remain up to date with the latest fraud-detecting trends and methodologies.
- Ensured compliance with all applicable laws, rules and regulations regarding fraud investigations and reporting.
Health Insurance Agent
Ttec (TeleTech) - HealthCare Solutions
11.2022 - 02.2023
- Answered a high volume of inbound calls from health care providers seeking to verify network status and determine coverage levels prior to services.
- Coordinated with medical staff to ensure necessary documentation for insurance verification is available.
- Ensured providers remained in network by renewing contracts and updating information as needed.
- Followed up with Health Care Providers related to insurance verification and claims submission.
- Maintained confidentiality and ensured full HIPAA compliance.
Education
LPN/ Certificate in Nursing - Nursing
Galen College of Nursing
Louisville, KY01-2017
Skills
- Customer service
- Organization
- Active listening
- Documentation skills
- Data entry
- Microsoft office
- Verbal and written communication
- Account management
- Multitasking
- Proficient in remote software
- Health insurance
- Conflict resolution
Timeline
Healthcare Trusted Advisor
Ttec (TeleTech) - HealthCare Solutions
09.2024 - 01.2025
Insurance Customer Support
TTEC Services
12.2023 - 01.2024
Enterprise Testing Specialist
TTEC
02.2023 - 12.2023
Health Insurance Agent
Ttec (TeleTech) - HealthCare Solutions
11.2022 - 02.2023
LPN/ Certificate in Nursing - Nursing
Galen College of Nursing
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