CAROLYN SEABROOK
Concord,NC
Summary
Experienced representative with a strong background in sales, customer service, and account management. Known for building and nurturing relationships, solving problems effectively, and communicating with impact. A track record of success is evident in previous work, consistently improving client relationships, increasing revenue, and successfully resolving conflicts.
Overview
10
10
years of professional experience
Work History
Representative
Triwest Healthcare Alliance
01.2022 - 09.2024
- Documents all communications involving Veteran and provider contacts
- Uses critical thinking in problem solving and follows established processes to assure quality program compliance
- Initiates and receives phone calls, chat messages and emails from VA medical center staff, and providers to answer claims, eligibility, benefit and program questions
- In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers
- Records preferences, tracks Veteran questions thoroughly in the TriWest’s Customer Relationship Management systems and Portal, as well as VA’s HSRM systems
- Manages multiple tasks lists in accordance with directed timelines
- Meets call volume, chat volume, schedule adherence, quality, Veteran appointment and other production standards
- Consistently displays professional and courteous service skills to internal and external customers
- Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI)
- Consistently meets department productivity and performance metrics to include regular and consistent attendance
Debt Collection Specialist
Department Of Education
10.2020 - 11.2021
- Managed FSA Loan Servicing communications, ensuring precise updates and high customer satisfaction. Processed Credit Bureau Requests, strictly adhering to compliance protocols and standards.
- Contacted delinquent customers via telephone and mail to negotiate payment arrangements. Created detailed reports regarding collection activity, customer account balances, and other related data.
- Assisted clients with questions or concerns about their accounts in a professional manner. Maintained accurate records of all collections activities and progress.
- Evaluated financial situations of debtors to determine the best resolution for both parties. Provided guidance to customers on how to manage their finances and stay current on their obligations.
- Monitored customer accounts for any changes in status or updates from creditors. Investigated credit history and financial statements of debtors in order to assess risk level. Monitored debtor accounts for changes in status or payment arrangements. Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
Call Center Representative
Healthy IO
12.2021 - 01.2022
- Effectively communicate with patients to enhance kidney testing adherence and overall experience, thereby achieving quantifiable outcomes
- Performed diagnostics and Troubleshooting of system issues, document help desk tickets and resolutions
- Performed hand on fixes at the desktop level, including installing and upgrading software
- Provide clear explanations regarding at-home kidney testing procedures, schedule appointments efficiently, and assist with app downloads to optimize patient comprehension
- Scheduled appointments, update patient records, fax reports to clinicians and primary care physicians utilizing Salesforce
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice
- Updated patient files in accordance with company policy and procedure guidelines
- Verified patient demographic information in order to ensure accuracy of data entry
- Utilized CRM software to track customer interactions, sales, and progress towards targets
- Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards
Client Service Specialist
CVS Health
02.2017 - 11.2020
- Resolved customer inquiries across multiple channels, improving satisfaction and reducing follow-ups
- Educated providers on self-service options, streamlining credentialing processes for efficiency
- Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns
- Reviewed eligibility for medical insurance coverage and other benefit plans
- Researched and resolved employee inquiries regarding benefits programs
- Maintained records of employee participation in various benefits programs
- Explained the impact of life events such as marriage or divorce on benefits enrollment status
- Analyzed financial statements to ensure accuracy of reported information regarding employee benefits
- Monitored compliance with federal and state regulations concerning employee benefits
- Developed training materials to educate staff on benefit plans available to them
- Maintained client data accuracy in internal systems by monitoring account information and updating records as needed
Patient Service Representative
Amerisource Bergen
08.2014 - 02.2017
- Reported adverse events using SharePoint, facilitating timely medical interventions
- Handled patient inquiries and complaints, providing resolutions and improving patient satisfaction
- Verified insurance information, collected payments, and scheduled appointments
- Assisted with the completion of medical forms and records
- Processed referrals from primary care physicians to specialists for further treatment or evaluation
- Ensured all necessary paperwork was completed prior to patient visits
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure
- Scanned documents into electronic health record system as needed
- Performed administrative duties such as filing, faxing, photocopying
- Prepared letters and documents for mailing as requested by supervisor or physician staff
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Coordinated with patients and healthcare professionals to meet patient needs
- Obtained proper authorization and identification to release confidential medical records
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans
Education
Bachelor of Arts - Criminology
John Jay College
New York, NY05.2018
High School Diploma -
Erasmus Hall High School
Brooklyn, NY06.2014
Skills
- Customer Service
- Call Center Customer Service
- Inbound and Outbound Calling
- Telephone reception
- Customer Support
- Technical Troubleshooting
Timeline
Representative
Triwest Healthcare Alliance
01.2022 - 09.2024
Call Center Representative
Healthy IO
12.2021 - 01.2022
Debt Collection Specialist
Department Of Education
10.2020 - 11.2021
Client Service Specialist
CVS Health
02.2017 - 11.2020
Patient Service Representative
Amerisource Bergen
08.2014 - 02.2017
Bachelor of Arts - Criminology
John Jay College
High School Diploma -
Erasmus Hall High School
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