Summary
Overview
Work History
Education
Skills
Timeline
Generic
Chelsea Link

Chelsea Link

Harriman,TN

Summary

Dynamic customer service professional with extensive experience at CVS, excelling in complaint handling and customer account management. Proven track record of enhancing customer satisfaction through effective problem-solving and quality assurance. Skilled in Oracle EnterpriseOne, demonstrating strong analytical abilities and active listening to deliver tailored solutions and streamline operations.

Overview

5
5
years of professional experience

Work History

Department of Managed Health Care Representative

CVS
10.2022 - Current
  • Ensured compliance with HIPAA standards.
  • Processed appeal submissions.
  • Documented grievances in every engagement with comprehensive annotations.
  • Maintained compliance with departmental expectations for accuracy and performance.
  • Conducted and evaluated correct test claims.
  • Reissued authorization correspondence to maintain workflow efficiency.
  • Launched procedures for prior approvals.
  • Analyzed information related to drug claims.
  • Executed modifications to plan benefits.
  • Assessed coworker interactions to pinpoint HIPAA-related issues.
  • Resolved issues efficiently, enhancing overall customer experience.
  • Developed and updated databases to handle customer data.
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.
  • Worked effectively in fast-paced environments.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Showcased talent for rapid learning and situational adaptation.
  • Delivered detailed explanations of payment and billing protocols.
  • Maintained compliance with regulations by strictly following pharmacy policies and procedures.
  • Assisted customers in navigating insurance claims, resulting in fewer denials, and improved coverage understanding.
  • Delivered exceptional pharmaceutical guidance to boost customer satisfaction.
  • Assisted customers with selecting cost-effective medications in line with health coverage.
  • Reduced wait times with accurate and efficient prescription processing, ensuring a seamless customer experience.
  • Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.

Contact Center Associate

Insight Business Solutions
04.2021 - 10.2022
  • Responded proactively and positively to rapid change.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Implemented and developed customer service training processes.
  • Improved customer satisfaction by effectively addressing and resolving inquiries in a timely manner.
  • Streamlined processes within the team, leading to increased efficiency in daily operations.
  • Utilized CRM software proficiently for accurate documentation of customer interactions and follow-up actions.
  • Educated customers on company systems, form completion, and access to services.
  • Conducted outbound calls as needed for survey participation or follow-up appointments, contributing towards successful completion of company initiatives.
  • Exceeded customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
  • Promptly responded to inquiries and requests from prospective customers.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Demonstrated excellent problem-solving skills by analyzing customer needs and providing tailored solutions accordingly.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Sales Associate

TELVISTA
10.2020 - 04.2021
  • Ensured compliance with HIPAA standards.
  • Processed appeal submissions.
  • Documented grievances in every engagement with comprehensive annotations.
  • Maintained compliance with departmental expectations for accuracy and performance.
  • Conducted and evaluated correct test claims.
  • Reissued authorization correspondence to maintain workflow efficiency.
  • Launched procedures for prior approvals.
  • Analyzed information related to drug claims.
  • Executed modifications to plan benefits.
  • Assessed coworker interactions to pinpoint HIPAA-related issues.
  • Resolved issues efficiently, enhancing overall customer experience.
  • Developed and updated databases to handle customer data.
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.
  • Worked effectively in fast-paced environments.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Showcased talent for rapid learning and situational adaptation.
  • Delivered detailed explanations of payment and billing protocols.
  • Maintained compliance with regulations by strictly following pharmacy policies and procedures.
  • Assisted customers in navigating insurance claims, resulting in fewer denials, and improved coverage understanding.
  • Delivered exceptional pharmaceutical guidance to boost customer satisfaction.
  • Assisted customers with selecting cost-effective medications in line with health coverage.
  • Reduced wait times with accurate and efficient prescription processing, ensuring a seamless customer experience.
  • Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.

Education

Bachelor - Elementary Education

Western Governors University
Salt Lake City, UT

Associate of Science -

Seward County Community College
Liberal, KS

Skills

  • Product and service knowledge
  • Customer account management
  • Oracle EnterpriseOne
  • Active listening
  • Complaint handling
  • Escalation management
  • Research
  • Customer service
  • Product and service solutions
  • Quality assurance
  • Administrative and office support

Timeline

Department of Managed Health Care Representative

CVS
10.2022 - Current

Contact Center Associate

Insight Business Solutions
04.2021 - 10.2022

Sales Associate

TELVISTA
10.2020 - 04.2021

Bachelor - Elementary Education

Western Governors University

Associate of Science -

Seward County Community College

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