Denia Segrow
Houston,TX
Summary
Customer service and operations professional with expertise in claims administration, benefits enrollment, case management, and technical support within healthcare and insurance sectors. Experienced in managing high-volume customer interactions, resolving complex issues, and ensuring compliance with regulations. Proficient in CRM systems and workflow optimization, contributing to improved operational processes and strong client relationships.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Referral Specialist
Safelite Solutions
Houston, USA
02.2025 - Current
- Streamlined appointment scheduling processes to enhance operational efficiency at service locations.
- Managed customer interactions, addressing scheduling, billing, and service inquiries via phone and email to enhance customer satisfaction.
- Resolved customer concerns by calming upset individuals, gathering information, and escalating issues when necessary.
- Processed insurance claims by verifying coverage, determining deductibles, and assisting with related paperwork.
- Confirmed work order details, ensuring accuracy in insurance verification and additional parts needed.
- Coordinated documentation management, ensuring completeness of work orders and associated information to support accurate service delivery.
- Managed referral processes for auto glass repair and replacement services.
- Utilized scheduling software to optimize appointment bookings and service delivery.
Enrollment Specialist
Empyrean Benefit Solutions
Houston, USA
08.2024 - 12.2024
- Administered employee benefit programs, processed enrollments, changes, and terminations accurately.
- Collaborate with team members to streamline enrollment processes, enhancing efficiency and reducing processing times.
- Resolve benefit-related inquiries and issues, improving customer satisfaction and experience.
- Conduct compliance audits to ensure adherence to federal and state regulations, preparing necessary reports for management.
Case Manager
Percepta LLC
Houston, USA
05.2022 - 02.2024
- Managed customer claims by tracking inquiries and ensuring accurate resolutions, leading to improved customer trust.
- Documented claim statuses to facilitate timely communication and enhance customer experience.
- Effectively addressed customer concerns, contributing to elevated satisfaction levels.
Tech Advisor
Concentrix
Houston, USA
12.2019 - 02.2022
- Resolved technical claims-related issues, leveraging product expertise to enhance customer satisfaction.
- Fostered positive customer relationships by promptly addressing and resolving concerns.
- Fostered positive customer relationships by efficiently addressing and resolving concerns, leading to improved customer loyalty.
- Maintained a safe work environment through adherence to safety protocols and guidelines.
Education
High School -
Hastings High School
Houston, TX 08.2016 - 04.2019
Medical Assistant - Medical Assistant
The College of Health Care Professions
Houston, TX 06.2020 - 02.2021
Skills
- Patient referral processing
- Claims processing
- Patient data management
- Compliance knowledge
- CRM software expertise
- Analytical skills
- Workflow improvement
- Detail orientation
- Time efficiency
- Customer service
- Client communication strategies
- Communication effectiveness
Timeline
Referral Specialist
Safelite Solutions
02.2025 - Current
Enrollment Specialist
Empyrean Benefit Solutions
08.2024 - 12.2024
Case Manager
Percepta LLC
05.2022 - 02.2024
Medical Assistant - Medical Assistant
The College of Health Care Professions
06.2020 - 02.2021
Tech Advisor
Concentrix
12.2019 - 02.2022
High School -
Hastings High School
08.2016 - 04.2019