Crystal Burnett
Troy,MI
Summary
Customer service and health-support professional with 3+ years of high-volume call center experience assisting Medicaid, Medicare, and commercial members. Strong ability to resolve member and provider inquiries with empathy, accuracy, and professionalism. Skilled in multi-channel support documentation, and building quick rapport. Experienced in working in fast-paced environments while meeting quality, adherence, and performance goals.
Overview
7
7
years of professional experience
Work History
Engagement customer service
Banner Healthcare
Taylor, Michigan
05.2022 - 10.2025
- Assisted Medicare Advantage and Medicaid members with benefits questions, provider searches, and coverage clarification.
- Conducted onboarding calls for new members and ensured they understood ID cards, PCP selection, pharmacy benefits, and additional services.
- Identified barriers to care and connected members with resources such as transportation, care management, and nurse lines.
- Logged every interaction in Salesforce and QNXT with 98% accuracy.
- Collaborated with clinical and operations teams to resolve escalated cases and improve member satisfaction.
Customer Service Specialist
Cigna health
Detroit, Michigan
03.2021 - 04.2022
- Handled high-volume inbound calls from members regarding claims, billing issues, and general plan support.
- Performed intake assessments to understand the nature of each member's needs, and provided appropriate guidance.
- Resolved an average of 45–60 member issues daily, with a focus on accuracy and compassion.
- Educated members on how to navigate the patient portal, digital ID cards, and provider directories.
- Maintained a 95% satisfaction rating based on post-call surveys.
Call center representative
Aetna, a CVS Health
Tempe, Arizona
01.2019 - 01.2021
- Handled 50–80 calls daily from members regarding prior authorizations, benefits, ID cards, and pharmacy issues.
- Provided real-time solutions, or coordinated follow-up, to ensure complete issue resolution.
- Supported Medicare Advantage members with preventive care reminders, and survey assistance.
- Maintained top 10% call quality scores and consistent adherence to schedule requirements.
- Assisted Spanish-speaking members with a clear understanding of coverage and available resources.
Education
Bachelor of Science - Nursing
Chamberlain College of Nursing
Troy05-2026
High School Diploma -
Oak Park High School
Oak Park, MI06-2017
Skills
- Healthcare programs: Medicaid, Medicare, Marketplace
- Multi-channel communication (phone, chat, email)
- Claims and eligibility support
- Problem resolution and follow-up
- Empathy, rapport building, active listening, Microsoft Office
- Salesforce
- Pega
- crm
- Kronos
- Microsoft Teams
- Video conferencing
- QNXT
Timeline
Engagement customer service
Banner Healthcare
05.2022 - 10.2025
Customer Service Specialist
Cigna health
03.2021 - 04.2022
Call center representative
Aetna, a CVS Health
01.2019 - 01.2021
Bachelor of Science - Nursing
Chamberlain College of Nursing
High School Diploma -
Oak Park High School