CHELSEY WILLIS
MOORESVILLE,NC
Summary
Customer-focused and performance-driven Remote Customer Service Professional with over 8 years of experience in healthcare insurance, call center, and member services. Proven success managing inbound/outbound calls, resolving escalations, and delivering world-class member experiences. Adept in leveraging CRM tools such as Salesforce, Zendesk, and Genesys to increase customer satisfaction by over 35%. Skilled in healthcare insurance processes including eligibility verification, claims processing, Medicare/Medicaid services, and HIPAA compliance. Passionate about process improvement, team collaboration, and driving KPIs across remote customer service operations.
Overview
3
3
years of professional experience
Work History
Patient Coordinator
Ivy Rehab
08.2025 - Current
- Served as the primary point of contact for patients, ensuring a seamless and positive experience from check-in to check-out.
- Collaborated with clinicians and administrative staff to support efficient daily operations and exceptional patient care.
- Managed scheduling, appointment confirmations, and patient communications to optimize clinic workflow.
- Verified insurance coverage, obtained prior authorizations, and processed payments accurately and securely.
- Handled new patient onboarding, maintained accurate records, and upheld confidentiality in compliance with HIPAA standards.
- Contributed to a supportive, fast-paced team environment with a focus on customer service excellence and operational efficiency.
Customer Services Representative
Waste Management
01.2025 - 05.2025
- Provided exceptional customer support by handling inbound calls related to residential and commercial waste services.
- Explained billing cycles and account details to ensure customer understanding and satisfaction.
- Collected past-due payments and resolved billing discrepancies to maintain accurate account status.
- Handled escalated calls, including cases involving property damage caused by Waste Management services, even for non-customers.
- Maintained detailed and accurate records of customer interactions and service requests in CRM systems.
Customer Care Representative
Elevance Health
11.2022 - 01.2023
- Handled high-volume inbound calls from members and healthcare providers regarding health benefit verification, coverage eligibility, and claim status.
- Researched and confirmed CPT and dental codes to determine coverage under specific health plans.
- Collaborated with internal claims teams to investigate denied claims, including submitting and tracking medical records for further review.
- Conducted outbound follow-up calls to members and providers for personalized case resolution, ensuring a seamless and informed experience.
- Provided support for prospective members by explaining plan benefits, and guiding them in choosing the best insurance fit for their healthcare needs.
- Mentored and trained new team members to help them meet performance metrics, and improve call handling techniques.
- Navigated multiple systems and platforms, including VDI, Zendesk, Salesforce, GBAS, and other CRM tools, to document interactions, retrieve policy information, and resolve inquiries efficiently.
Education
Human Resources Specialist - Human Resources Management
Bryant & Stratton College
Buffalo, NY05.2028
High School Diploma - undefined
Belleville High School
Belleville, MI05.2016
Skills
- CRM software proficiency
- Efficient patient scheduling management
- HIPAA Compliance,
- Claims Processing,
- Insurance verification
- Appointment scheduling
- Patient communication
- Data entry accuracy
- Call handling efficiency
- Multitasking capabilities
- Problem resolution techniques
- Customer service strategy
- Conflict resolution
- Claims investigation & Claims processing
- Billing dispute resolution
- Record maintenance
- Outbound follow-up calls
- Code research and verification
- Call center experience
- CPT coding knowledge
- Multi-system navigation
- Medical terminology & Medical billing
- Empathy and patience
- Healthcare industry
- Electronic Medical Records (EMR) management
- Microsoft Office Suite / Google Workspace
- Insurance billing
- Team leadership
- Appointment and referral management
- Patient coordination
Timeline
Patient Coordinator
Ivy Rehab
08.2025 - Current
Customer Services Representative
Waste Management
01.2025 - 05.2025
Customer Care Representative
Elevance Health
11.2022 - 01.2023
High School Diploma - undefined
Belleville High School
Human Resources Specialist - Human Resources Management
Bryant & Stratton College
ADDITIONAL INFORMATION
- Maintained an Average Call Work (ACW) time under 5 seconds, ensuring seamless transitions between calls and maximizing efficiency.
- Conducted secure identity verification to protect sensitive account information and prevent fraud.
- Processed domestic and international wire transfers, updated travel notifications, and handled sensitive financial transactions with precision.
- Resolved password resets, online access issues, and card replacements with a focus on first-call resolution and customer satisfaction.
- Delivered service with professionalism, empathy, and a strong understanding of banking procedures, contributing to overall customer retention and trust.
- Mentored 10+ new hires, helping reduce onboarding time by 30% through hands-on training and real-time support.
- Handled high-call volumes during peak enrollment season with zero errors in eligibility explanation or benefit clarification.
- Resolved an average of 50+ complex member and provider inquiries daily, maintaining a 97% satisfaction score over a 12-month period.