Charlene Burrell
Summary
Enthusiastic and motivated individual with a passion for delivering exceptional customer service. A team player who excels both independently and within collaborative settings to achieve shared goals. Known for strong communication skills and adept problem-solving abilities. Dedicated to creating positive customer experiences.
Overview
9
9
years of professional experience
Work History
Customer Service Associate
CVS Health- Remote
08.2023 - Current
- Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors
- Triages resulting rework to appropriate staff
- Provide excellent customer services for high volume in bound provider calls for the Claims Inquiry/Claims Research team
- Extensive claims research on multiple platforms to assist providers with payment questions
- Provides the customer with related information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc
- Uses customer service threshold framework to make financial decisions to resolve member issues
- Explains member's rights and responsibilities in accordance with contract
- Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system
- Educates & assists providers on our self-service options
- Assists providers with credentialing and re-credentialing and contracting questions and issues
- Assists in compiling claim data for customer audits
- Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals.
Patient Access Center Representative II
NYU Langone Health
07.2021 - 07.2023
- Respond to multi-channel inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the Access Center in accordance with established NYU FGP guidelines
- Adhere to Access Center policies and procedures
- Demonstrate regular, consistent, and punctual attendance
- Provide an excellent experience to NYU FGP patients, customers, and providers
- Called patients to remind them about their medication refills
- Made outbound calls to patient with gaps in care to schedule their appointments.
Premier Support Specialist
Asurion
09.2015 - 02.2020
- Maintain exceptional customer service while providing technology solutions for customers' inquiries about hardware, software OS, apps, and compatibility
- Remotely support multiple technology devices across Windows, Android, Blackberry OS, Apple iOS.
Education
Associate of Science - Accounting
University of Phoenix
Tempe, AZ08.2027
No Degree - Accounting
Reedley Junior College
Reedley, CA05.2003
High School Diploma -
Tulare Western High School
Tulare, CA06.2001
Skills
- Team Collaboration
- Regulatory Compliance
- Appointment Scheduling
- Clerical Support
- Customer Support
- Customer Service
- Account updating
- Records Management
- Data entry proficiency
- HIPAA Compliance
Timeline
Customer Service Associate
CVS Health- Remote
08.2023 - Current
Patient Access Center Representative II
NYU Langone Health
07.2021 - 07.2023
Premier Support Specialist
Asurion
09.2015 - 02.2020
Associate of Science - Accounting
University of Phoenix
No Degree - Accounting
Reedley Junior College
High School Diploma -
Tulare Western High School
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