Crystal Bennett
Plano
Summary
Dynamic and results-oriented professional with over 5 years of experience in data entry, customer service, and time management. Demonstrated expertise in exceeding performance targets while fostering strong client relationships and driving business growth. Skilled in coordinating patient care activities, ensuring efficient scheduling and communication to enhance overall operational effectiveness. Proficient in healthcare protocols and patient management, committed to maintaining the highest standards of care through exceptional organizational and multitasking abilities.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
Optum
11.2024 - Current
- As a patient care coordinator I act as a bridge between patients, pharmacists, and other healthcare providers, ensuring patients receive optimal care and medication adherence.
- Insurance Verification
- Data entry
- Payment processing
- Insurance updates
- Obtaining new/updated prescriptions
- Setting up home deliveries for patients medications
- Maintaining correct and up to date contact information
Patient Care Coordinator
Optum
11.2024 - Current
- As a patient care coordinator I act as a bridge between patients, pharmacists, and other healthcare providers, ensuring patients receive optimal care and medication adherence.
- Insurance Verification
- Data entry
- Payment processing
- Insurance updates
- Obtaining new/updated prescriptions
- Setting up home deliveries for patients medications
- Maintaining correct and up to date contact information
Customer Service Advocate I
HealthCare Support Staffing
10.2023 - 06.2024
- Receive and respond to routine member and provider inquiries, requests and concerns in an accurate and timely manner.
- Leverage a variety of communication channels to provide members and providers with timely, accurate, and personalized support on routine complaints.
- Mitigate and prevent complaints from being escalated to resolve in initial contact.
- Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
- Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management applications
- Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
- Comply with all policies and standards
- Provide customer service in a high pace contact center environment over the phone, via live chat and email
- I had 100% First Call Resolution for 6 consecutive months while working here, I made sure to understand what each member needed and worked quickly and diligently to resolve any issues the members had.
Customer Service Advocate I
HealthCare Support Staffing
10.2023 - 06.2024
- Receive and respond to routine member and provider inquiries, requests and concerns in an accurate and timely manner.
- Leverage a variety of communication channels to provide members and providers with timely, accurate, and personalized support on routine complaints.
- Mitigate and prevent complaints from being escalated to resolve in initial contact.
- Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
- Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management applications
- Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
- Comply with all policies and standards
- Provide customer service in a high pace contact center environment over the phone, via live chat and email
- I had 100% First Call Resolution for 6 consecutive months while working here, I made sure to understand what each member needed and worked quickly and diligently to resolve any issues the members had.
Customer Service Representative I
Sitel Group
04.2022 - 02.2023
- Performed data entry for customer information
- Managed client records
- Set up client appointments
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered calls from customers
- Resolved customer information and complaints
Customer Service Representative I
Sitel Group
04.2022 - 02.2023
- Performed data entry for customer information
- Managed client records
- Set up client appointments
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered calls from customers
- Resolved customer information and complaints
Data Entry Specialist
KW International
04.2021 - 04.2022
- Processing Return Authorizations
- Processing No Charge Part request via GCIC system.
- Reviewing service ticket and processing exchanges via GCIC system.
- Entered data into database with high accuracy and efficiency
- Reviewed data for errors and inconsistencies, and corrected as needed
- Maintained data integrity and ensured data was up-to-date
- Provided administrative support to my team, including preparing reports and documents
- Collaborated with other departments to ensure data accuracy and consistency
- Met productivity and quality standards
Data Entry Specialist
KW International
04.2021 - 04.2022
- Processing Return Authorizations
- Processing No Charge Part request via GCIC system.
- Reviewing service ticket and processing exchanges via GCIC system.
- Entered data into database with high accuracy and efficiency
- Reviewed data for errors and inconsistencies, and corrected as needed
- Maintained data integrity and ensured data was up-to-date
- Provided administrative support to my team, including preparing reports and documents
- Collaborated with other departments to ensure data accuracy and consistency
- Met productivity and quality standards
Customer Service Representative I
TRC Staffing
08.2014 - 04.2015
- Managed customer accounts
- Resolved customer issues
- Performed data entry for customer information
- Managed client records
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered calls from customers
- Resolved customer information and complaints
- Responded to claim inquiries
- Responsible for tracking and maintaining inventory
- Created credit card applications
- Handled online orders and credit card transactions
Customer Service Representative I
TRC Staffing
08.2014 - 04.2015
- Managed customer accounts
- Resolved customer issues
- Performed data entry for customer information
- Managed client records
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered calls from customers
- Resolved customer information and complaints
- Responded to claim inquiries
- Responsible for tracking and maintaining inventory
- Created credit card applications
- Handled online orders and credit card transactions
Cashier
United Artists Movie Theater
06.2008 - 03.2009
- Opened the store
- Welcomed customers
- Assisted with customer inquiries
- Helped customers find what they are looking for
- Handled returns and exchanges
- Handled cash and credit transactions
- Counted cash drawers
- Stocked merchandise
Cashier
United Artists Movie Theater
06.2008 - 03.2009
- Opened the store
- Welcomed customers
- Assisted with customer inquiries
- Helped customers find what they are looking for
- Handled returns and exchanges
- Handled cash and credit transactions
- Counted cash drawers
- Stocked merchandise
Education
High School Diploma -
South Garland High School
Garland, TX06.2009
Skills
- Salesforce platform expertise
- Zendesk support expertise
- Skilled in Microsoft Office tools
- Skilled in using Google Docs
- Account relationship development
- Strong Communication Skills
- Insurance Verification
- Effective conflict mediation
- Medical language proficiency
- Strong organizational abilities
- Data collection
- Customer service expertise
- Microsoft Access
- Time management
- Analysis skills
- Computer literacy
- Documentation review
- Phone etiquette
- Data analysis skills
- Critical thinking skills
- HIPAA compliance
- Appointment scheduling
- Patient relations
- Attention to detail
- Patient care coordination
- Patient confidentiality
- Verbal and written communication
- Patient records management
- Patient documentation
- Goal setting
- Relationship building
- Payment collection
- Creative problem solving
- Policy compliance
- Articulate communication
- Claims processing
- Health information collection
- Case management
- Process improvements
- Cross-functional teamwork
- Multitasking
Certification
Driver's License
Timeline
Patient Care Coordinator
Optum
11.2024 - Current
Patient Care Coordinator
Optum
11.2024 - Current
Customer Service Advocate I
HealthCare Support Staffing
10.2023 - 06.2024
Customer Service Advocate I
HealthCare Support Staffing
10.2023 - 06.2024
Customer Service Representative I
Sitel Group
04.2022 - 02.2023
Customer Service Representative I
Sitel Group
04.2022 - 02.2023
Data Entry Specialist
KW International
04.2021 - 04.2022
Data Entry Specialist
KW International
04.2021 - 04.2022
Customer Service Representative I
TRC Staffing
08.2014 - 04.2015
Customer Service Representative I
TRC Staffing
08.2014 - 04.2015
Cashier
United Artists Movie Theater
06.2008 - 03.2009
Cashier
United Artists Movie Theater
06.2008 - 03.2009
High School Diploma -
South Garland High School
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer