Casey Ellis
Decatur,GA
Summary
Results-driven and detail-oriented customer service representative with a proven track record in providing exceptional service and resolving issues. Skilled in effective communication, problem-solving, and navigating multiple systems. Seeking a remote Call Center Representative position at Progressive Insurance to utilize transferable skills and deliver outstanding customer service.
Overview
18
18
years of professional experience
Work History
Provider Experience Representative
Signature Performance
11.2022 - 05.2023
- Delivered exceptional customer service to Champ VA members, including patients, providers, and payers, via phone and email, in collaboration with the Department of Veteran Affairs.
- Demonstrated proficiency in accurately documenting call activity and updating customer information across multiple systems.
- Resolved complex claims, benefits, and eligibility issues using effective problem-solving and communication skills.
- Maintained comprehensive knowledge of current desk procedures, industry regulations, and compliance requirements.
- Collaborated with team members to meet performance metrics and continuously improve customer satisfaction.
- Verified patient insurance eligibility and efficiently entered patient information into the system.
- Managed over 50 calls per day
- Skilled at working independently and collaboratively in a remote team environment.
Member Experience Coordinator
Ro
06.2021 - 06.2022
- Provided customer service and administrative support, including scheduling appointments, providing detailed insurance receipts, and coordinating with other departments to fulfill member needs
- Handled escalated complaints and implemented timely, knowledgeable, and practical solutions to balance customer and business requirements
- Resolved problems, improved operations, and delivered exceptional service, receiving positive feedback from customers
- Utilized Zendesk and Salesforce to address customer inquiries and concerns via phone, email, chat, and SMS to deliver outstanding customer service.
- Successfully converted visitors into members by establishing quick rapport and trust through consistent action.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Managed around 100 calls per day and 30 emails per hour
Contact Tracer/Public Health Advisor
NYCHHC
05.2020 - 06.2021
- Utilized Office 365, Smartsheet, Power BI, Power Apps, Microsoft Flow, and other software tools to create reports, trackers, and automate tasks
- Provided practical support to vulnerable individuals via phone or in writing, defusing escalations with effective customer service
- Contacted individuals exposed to COVID-19, assessed symptoms, and referred them for testing
- Investigated and identified confirmed and suspected coronavirus cases, documenting potentially affected contacts
- Communicated with registered COVID-19 patients and other exposed persons through phone, text, email, and various platforms
- Continually improved knowledge, skills, and performance based on feedback and self-identified professional developmental needs.
- Promoted available resources and connected individuals with services.
Certified Pharmacy Assistant
SUNY Downstate Hospital Center
01.2020 - 04.2020
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Operated cash register and performed front counter tasks to facilitate daily operations.
- Kept pharmacy counter and related areas clean, neat and organized.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
- Filled Pyxis machines.
- Maintained inventory using Lawson & Cardinal.
- Utilized Kit Check for filling crash cart trays.
- Prepared IV medication and compounded medications.
- Filled outpatient prescriptions using Interx & Opus.
- Provided customer service and medication deliveries.
Certified Pharmacy Technician
Kings County Hospital Center
08.2005 - 06.2017
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into the internal system.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Solved customer problems in-person or over the telephone by assisting with placing orders, navigating systems, and locating items.
- Provided customer service to ensure patient satisfaction, catering to a multinational clientele and collaborating with diverse staff.
- Established effective communication with doctors and nurses through calls/page requests, solving problems, and assisting in patient and doctor phone calls in a professional and clinical manner.
- Communicated directly with outpatient clinics and retail pharmacies, verifying patients' prescription history and insurance coverage, and resolving issues with early refills.
- Advised patients on selecting medication brands, medical equipment, or healthcare supplies and provided valuable healthcare counseling when necessary.
- Offered critical information and advice to patients and staff regarding possible drug interactions, side effects, dosage, and proper medication storage.
- Specialized in high-volume hospital work, accurately processing 800 prescriptions daily.
- Prepared IV-administered medications using aseptic techniques, leveraging chemistry knowledge and math skills.
- Filled Pyxis drug dispensing machines throughout the hospital and supervised distribution compliance between nurses and patients.
- Assisted with lead duties, including training new technicians and delegating assignments to other team members when necessary.
- Gathered information effectively to prepare and deliver medication carts to patients and nursing units.
- Reduced medication errors and waste, maintained inventory, charged medications, and managed credits and redistributed returns.
- Established and accurately maintained all files, logs, and medical records to maintain organization.
- Worked on administrative projects with supervisory management as needed, creating forms through Microsoft Excel, PowerPoint, and Word to increase the organization of daily tasks and workflow in the pharmacy.
Education
Bachelor of Science - Accounting
Western Governor's University
Salt Lake City, UT12.2023
Bachelor of Science - Psychology
Cuny Medgar Evers College
Brooklyn,NY 05.2014
Skills
- Customer Service
- Problem-solving
- Attention to Detail
- Communication
- Time Management
- Cross-collaboration
- Process Improvement
- Salesforce
- Excel
Timeline
Provider Experience Representative
Signature Performance
11.2022 - 05.2023
Member Experience Coordinator
Ro
06.2021 - 06.2022
Contact Tracer/Public Health Advisor
NYCHHC
05.2020 - 06.2021
Certified Pharmacy Assistant
SUNY Downstate Hospital Center
01.2020 - 04.2020
Certified Pharmacy Technician
Kings County Hospital Center
08.2005 - 06.2017
Bachelor of Science - Accounting
Western Governor's University
Bachelor of Science - Psychology
Cuny Medgar Evers College
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