Celeste Topps
Midvale
Overview
12
12
years of professional experience
Work History
Non-Clinical Care Guide
apree - Castlight Health
Sandy
06.2024 - Current
- Delivered full-spectrum customer service across phone, email, and chat, providing advanced technical troubleshooting (e.g. connectivity) and resolving complex inquiries related to medical appointments, insurance verification, benefits, claims, and pharmacy issues
- Guided members through healthcare options, ensuring they received appropriate resources and achieved greater satisfaction with care decisions.
- Assessed members’ needs to recommend tailored solutions, resulting in meaningful improvements to care navigation outcomes.
- Ensured efficient issue resolution and care coordination by documenting medical inquiries, accurately verifying member information, and collaborating with various internal departments staff to deliver a seamless, best-in-class customer service experience while utilizing triage tools as appropriate
- Maintained meticulous documentation of all member interactions and technical resolutions within the CRM/ticketing system, ensuring 100% HIPAA compliance and follow-up communication to guarantee customer satisfaction and full issue closure.
Support Specialist
apree - Castlight Health
Sandy
11.2023 - 06.2024
- Documented support cases thoroughly, maintaining clear records to streamline follow-up and enable consistent service delivery.
- Provided empathetic guidance to users, fostering trust and strengthening client relationships during challenging situations.
- Identified recurring user issues and collaborated with engineering to address root causes, resulting in measurable improvements to ticket resolution efficiency.
Benefits Specialist
Invisible Technologies
Remote
03.2023 - 11.2023
- Call insurances to verify mental health benefits, current accumulations, and policy details for Headspace therapy services
- Processed employee benefits inquiries and provided timely responses.
- Reviewed and updated benefits enrollment data for accuracy.
Product Support Specialist, Tier 2
Rad Power Bikes
Remote
06.2021 - 08.2022
- Helped build and maintain troubleshooting articles for KB as new products were released
- I was a subject matter expert, created/presented training materials, and mentored about 4 new hire groups
- Resolved complex e-bike technical and mechanical issues by troubleshooting issues through phone, email and chat.
- I felt blindly troubleshooting over the phone was creating a bad customer experience and experience for anyone who was on the troubleshooting support team. I took my concerns to upper management with an idea of doing video chat support. They quickly implemented video support, streamlining problem resolution and improving service quality.
- Documented nuanced product issues for engineering feedback, contributing to continuous product quality improvements.
Various Part Time/Full Time Jobs
Several
06.2017 - 12.2020
- I was trying to balance working, going to school, and being single parent for my two sons. I was going to school full time and working a multiple jobs at once.
Customer Support Specialist
C3 Customer Contact Channels
Salt Lake City
08.2013 - 01.2015
- Phone customer support for Humana Medicare members (65+ years and older average customer)
- Technical support for account access and billing
- Helped members fully understand their medical and pharmaceutical benefit details by going over deductibles, copays/coinsurance, out-of-pocket maximums, and verifying provider network participation status
- Worked with prior authorizations and other departments to help quickly resolve members issues
- Checked medical claims for accuracy by reviewing medical coding for errors, worked directly with providers offices to get correct codes
- Reviewed pharmacy claims, coordinated care directly with pharmacy, and providers office to ensure members can get their medications
- De-escalated and delivered unfavorable resolutions for complex and highly sensitive issues while maintaining strong relationship with the member
- Provided empathetic assistance to customers, fostering a positive company image and building lasting relationships.
Education
GED -
Northridge High School
Layton, UT01-2012
Bachelor of Science - Chemistry
Weber State University
Ogden, UTBachelor of Science - Chemistry
University of Utah
Salt Lake City, UTSkills
- Customer service
- Technical troubleshooting
- Care coordination
- Insurance navigation
- Relationship management
- Training material development
- Problem solving
- Empathetic guidance
- Clear communication
- Time management
- Attention to detail
Timeline
Non-Clinical Care Guide
apree - Castlight Health
06.2024 - Current
Support Specialist
apree - Castlight Health
11.2023 - 06.2024
Benefits Specialist
Invisible Technologies
03.2023 - 11.2023
Product Support Specialist, Tier 2
Rad Power Bikes
06.2021 - 08.2022
Various Part Time/Full Time Jobs
Several
06.2017 - 12.2020
Customer Support Specialist
C3 Customer Contact Channels
08.2013 - 01.2015
GED -
Northridge High School
Bachelor of Science - Chemistry
Weber State University
Bachelor of Science - Chemistry
University of Utah
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