Clara Bennett
Nashville,TN
Summary
Dedicated Patient Service Representative with expertise in HIPAA compliance, insurance verification, and high-volume call management. Known for effective communication and problem-solving skills, ensuring exceptional patient support and satisfaction.
Detail-oriented professional with extensive experience in customer service and patient support. Proficient in managing sensitive inquiries and insurance processes while adhering to HIPAA regulations. Committed to fostering trust and delivering quality service in high-pressure environments.
Overview
22
22
years of professional experience
Work History
Patient Service Representative
Cigna-HealthSpring
01.2017 - 02.2026
- Delivered exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Managed insurance verification processes to enhance claims accuracy and reduce processing delays.
- Observing HIPAA regulations and Medicare/Medicaid protocols.
- Assisted members with questions for other departments by transferring them to the correct departments.
- Maintained comprehensive knowledge of company policies, ensuring compliance with regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed high-volume calls while maintaining quality standards and customer satisfaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Customer Service Representative
CVS Caremark
07.2014 - 08.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality standards and customer satisfaction.
- Documented customer interactions accurately in CRM systems to ensure seamless follow-up.
- Analyzed call data to identify trends and recommend process improvements for operational efficiency.
- Provided timely feedback to management regarding recurring issues and potential solutions.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Banking Customer Service Representative
Fort Sill National Bank
01.2007 - 07.2017
- Assisted customers with account inquiries and transaction processing to enhance satisfaction.
- Resolved customer issues efficiently, ensuring compliance with banking policies and procedures.
- Educated clients on bank products and services, promoting informed financial decisions.
- Streamlined account opening processes, reducing wait times and improving customer experience.
- Mentored junior staff in customer service best practices to elevate team performance.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Monitored customer accounts for fraudulent activity, enhancing security and trust.
Cosmetic Sales Associate
Dillards Department Store
03.2005 - 01.2007
- Provided exceptional customer service to enhance shopping experiences and build brand loyalty.
- Demonstrated product knowledge to assist customers in selecting appropriate cosmetics based on individual needs.
- Collaborated with team members to maintain store presentation standards and ensure merchandise was well-stocked.
- Trained new associates on product lines, sales techniques, and customer engagement strategies.
- Analyzed sales trends to recommend inventory adjustments and optimize product offerings for seasonal demand.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Protected store assets and inventory via loss prevention procedures.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Provided exceptional customer service by addressing concerns promptly, resolving issues effectively, and maintaining professionalism at all times.
- Upheld strict hygiene standards when handling samples or providing demonstrations, ensuring customer safety and satisfaction.
Cosmetic Counter Manager
Dillard's Department Store
03.2004 - 03.2005
- Managed daily operations of cosmetic counter, ensuring optimal product presentation and customer engagement.
- Trained and mentored staff on product knowledge, sales techniques, and customer service excellence.
- Developed promotional strategies to increase product visibility and drive sales growth within the department.
- Analyzed inventory levels, coordinating restocking processes to minimize stockouts and maximize availability.
- Streamlined scheduling processes to maximize employee productivity while minimizing labor costs.
- Enhanced customer satisfaction by providing personalized consultations and product recommendations.
- Conducted regular performance reviews for staff members, identifying areas for improvement and implementing appropriate coaching strategies.
- Managed inventory levels effectively, ensuring the availability of best-selling products at all times.
- Ensured compliance with company policies and procedures while managing daily operations at the cosmetic counter.
Education
Business Administration
Texas A & I University
Kingsville, TXNo Degree - Office Machines
Valley Central Business College
Harlingen, TXSkills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Eligibility determination
Timeline
Patient Service Representative
Cigna-HealthSpring
01.2017 - 02.2026
Customer Service Representative
CVS Caremark
07.2014 - 08.2017
Banking Customer Service Representative
Fort Sill National Bank
01.2007 - 07.2017
Cosmetic Sales Associate
Dillards Department Store
03.2005 - 01.2007
Cosmetic Counter Manager
Dillard's Department Store
03.2004 - 03.2005
Business Administration
Texas A & I University
No Degree - Office Machines
Valley Central Business College