CHARLOTTE EKERE
Houston,TX
Summary
Dynamic professional with extensive experience in customer service, plan advising, enrollment, eligibility, and quality assurance. Strong problem-solving abilities, a commitment to continuous learning, and exceptional communication skills. I contribute to team success and drive positive outcomes. Dedicated to advancing organizational objectives with enthusiasm and a proactive approach while embracing new challenges.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Dental Plan Advisor
UMR
07.2024 - Current
- Provided exceptional customer service in compliance with HIPAA guidelines, fostering client satisfaction and trust.
- Resolved website issues and updated information to enhance user experience.
- Assisted clients in understanding plan benefits, locating providers, and scheduling appointments to streamline healthcare access.
- Utilized systems including Jacada, Genesis, CPS, OnBase, Super User, and Jia for effective management of dental plan advisory tasks while multitasking.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
Patient Care Coordinator
United Health Group
04.2022 - 07.2024
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Scheduled patient appointments and coordinated follow-up visits efficiently.
- Managed incoming calls, achieving monthly goals for connections and surveys.
- Completed and submitted all necessary documentation accurately and promptly.
- Assessed patient needs for resources like home health aides or medical equipment suppliers.
- Educated patients on nutrition guidelines to encourage healthy lifestyle choices.
- Possessed knowledge of CSP FACETS, COSMOS, and other C&S platforms.
- Supported team as point of contact during projects and participated in initiatives addressing customer account security.
Enrollment &Eligibility
Manhattan Life Insurance
09.2020 - 04.2022
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
Customer Service Representative
American Dental Partners
09.2013 - 08.2020
- Responded promptly and professionally to customer emails and phone calls.
- Maintained current knowledge of company products, services, policies, and procedures.
- Identified process improvement opportunities for support service efficiency.
- Collaborated with sales and marketing departments to resolve complex customer issues.
- Researched customer inquiries utilizing FAQs and online forums.
- Accurately recorded all customer interactions in the database system.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Certificate - Health Administration
Everest Institute
Houston12-2012
Skills
- HIPAA compliance
- Analytical thinking
- Time management
- Written communication
- Appointment scheduling
- Customer service
- Patient relations
- Insurance verification
- Relationship building
- Problem resolution
- Computer proficiency
- Conflict resolution
Certification
COMPLIANCE CHAMPION
NPS CHAMPION
MEMBER EXPERIENCE CHAMPION
MEDICARE CERTIFIED
Timeline
Dental Plan Advisor
UMR
07.2024 - Current
Patient Care Coordinator
United Health Group
04.2022 - 07.2024
Enrollment &Eligibility
Manhattan Life Insurance
09.2020 - 04.2022
Customer Service Representative
American Dental Partners
09.2013 - 08.2020
Certificate - Health Administration
Everest Institute
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