Doreen Reynolds
Gwynn Oak,MD
Summary
Proven customer service expert with a track record of exceeding performance metrics at Health Net Federal Service/Centene. Skilled in data entry and adept at managing high call volumes, I consistently enhance customer satisfaction by resolving complex issues swiftly. Offered a permanent position due to exceptional ability in fostering client relationships and mastering administrative support.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Health Net Federal Service/Centene
12.2023 - Current
- Had to have a Federal Background Clearance and go to DoD office (DEERS) for CAC card.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly while working remotely from home.
- 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.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Worked doing enrollment, PCM changes, address updates, eligibility, taking enrollment payments, researching information for referrals and claims for providers and sponsors and families locating MTFs and civilian care.
Customer Service Representative
Health Net Federal Service/ Centene
03.2020 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries while working remotely from home.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Enrolled and took payments for all Tricare West plans. per Visa, Master card or bank draft info.
- Researched information for sponsors and family members and providers for referrals, eligibility and claims and updated addresses and found providers.
- Informed and guided how to use self service options on websites.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Was contingent employee for HNFS/Centene was offered permanent position in January, 2022
Call Center Representative
Schnitzer Steel/Pick N Pull Auto Dismantlers
04.2017 - 02.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Negotiated quotes, Kidney donations from Canada and British Columbia, scheduled pick ups, transfer to different departments
Education
Associate of Applied Science - Health Informatics And Information Technology
The Community College of Baltimore County
Catonsville, MD12-2014
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Payment collection
- Enrollment
- Claims
- Inbound and outbound calling
- Customer service
- Medical Terminology
Certification
Certified Medical Reimbursement Specialist Certificate number 076020 since 12/2020
Timeline
Customer Service Advocate
Health Net Federal Service/Centene
12.2023 - Current
Customer Service Representative
Health Net Federal Service/ Centene
03.2020 - Current
Call Center Representative
Schnitzer Steel/Pick N Pull Auto Dismantlers
04.2017 - 02.2020
Certified Medical Reimbursement Specialist Certificate number 076020 since 12/2020
Associate of Applied Science - Health Informatics And Information Technology
The Community College of Baltimore County
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