Dora Evans
Marion,OH
Summary
Adept at delivering exceptional customer service, I enhanced satisfaction levels at Buckeye Health Plan by swiftly resolving issues and fostering team collaboration. Skilled in administrative support and creative problem-solving, my expertise includes handling high call volumes and ensuring HIPAA compliance. My approach has consistently prioritized customer and patient needs, driving continuous improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
Buckeye Health Plan
12.2015 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Customer Service Advocate
Randstad
05.2015 - 12.2015
- Delivered exceptional customer service to every Medicaid customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Prior Authorization Representative
Express Scripts
08.2014 - 04.2015
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
- Verified eligibility and compliance with authorization requirements for service providers.
- Processed new medication and refill requests for authorization.
Prior Authorization Representative
Randstad Employment Agency
02.2014 - 08.2014
- Provided exceptional customer service, addressing inquiries from both patients and healthcare providers promptly and professionally.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality in handling sensitive patient information.
- Verified eligibility and compliance with authorization requirements for service providers.
- Processed new medication and refill requests for authorization.
Education
High School Diploma -
Harding High School
Marion, OH06-1979
Skills
- Call center experience
- Administrative support
- Complaint handling
- Data entry
- Creative problem solving
- Medical terminology
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Advocate
Buckeye Health Plan
12.2015 - Current
Customer Service Advocate
Randstad
05.2015 - 12.2015
Prior Authorization Representative
Express Scripts
08.2014 - 04.2015
Prior Authorization Representative
Randstad Employment Agency
02.2014 - 08.2014
High School Diploma -
Harding High School
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