Deontra Crawford
Philadelphia,PA
Summary
Dynamic professional with extensive experience in customer service in healthcare. Recognized for exceptional problem-solving skills and strict adherence to HIPAA regulations. Committed to enhancing client experiences and satisfaction through effective communication and support.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (PBM)
Evolent Health
Arlington, VA
10.2019 - Current
- Resolved customer inquiries and issues promptly to enhance overall satisfaction.
- Managed customer accounts, ensuring accurate information updates in the system.
- Managed escalated complaints with professionalism and empathy to ensure customer satisfaction.
- Provided product knowledge and recommendations to improve customer experiences.
- Educated clients on benefits coverage details and enrollment procedures.
- Trained new employees on customer service protocols and tools effectively.
- Maintained accurate records of customer interactions for future reference.
- Adhered to HIPAA regulations, ensuring patient privacy and confidentiality.
PBM Call center Representative
PharmPro Staffing
Brookhaven, Pennsylvania
10.2017 - 10.2019
- Managed high-volume inbound calls to provide customer support and resolve inquiries.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer inquiries across telephone, email, and social media, providing comprehensive support through multiple channels.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Conducted follow-up calls to confirm resolution of customer inquiries, enhancing customer satisfaction.
- Documented customer interactions in call tracking system, ensuring accurate record-keeping for quality assurance.
- Educated patients on healthcare services and insurance benefits available.
- Adhered to HIPAA regulations when handling confidential patient information.
Education
High School Diploma -
Upper Darby High School
Drexel Hill, PA06-2012
Skills
- CVS PBM Software
- Express Scripts PBM Software
- Customer account management
- Healthcare services knowledge
- HIPAA compliance
- Call management
- Script adherence
- Microsoft Office
- Conflict resolution
- Customer relationship management
Timeline
Customer Service Representative (PBM)
Evolent Health
10.2019 - Current
PBM Call center Representative
PharmPro Staffing
10.2017 - 10.2019
High School Diploma -
Upper Darby High School