Ebonique Wilson
Memphis,TN
Summary
Professional member services expert with comprehensive understanding of importance of delivering excellent customer support. Proven ability to resolve member issues efficiently, enhance service quality, and contribute to team goals. Known for reliability and adaptability in dynamic environments, with strong interpersonal and conflict resolution skills that align with organizational values.
Overview
19
19
years of professional experience
Work History
Member Service Advocate
United Healthcare
10.2022 - Current
- Answer 50-70 calls from patients resolving moderate to complex issues
- Schedule and verify appointments
- Send and receive tasks to provider office to assist patient to access with medical care
- Contact patients with appointment and referral information
- Process and resolve expedited patient complaints
- Review medical claim status
Case Manager/ Customer Service / Fax Processor (Rx) /Trainer/ Billing Keyer/ Auditor
Canyon Healthcare/Atlantic Medical/ A-1 Diabetes
07.2013 - 10.2022
- Work with patients and physicians' offices to follow up on accounts for durable medical equipment; faxing, mailing, typing, emailing, conference and transfer calls, scheduling appointments, and use Microsoft programs
- Taking inbound calls, making outbound calls, and pulling faxes along with saving prescriptions and office note documentation
- Contacting physician offices to have prescriptions corrected
- Supervisor training received
Processing packer
Kelly Services/Nike
04.2012 - 07.2013
- Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards
- Receive and count stock items, and record data manually or using computer
- Clean and maintain supplies, tools, equipment, and storage areas in order to ensure compliance with safety regulations
Telephone interviewer
Braun Research Interviewing
10.2009 - 01.2012
- Contact individuals to be interviewed at home, place of business, or field location, by telephone, mail, or in person
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Meet with supervisor daily to submit completed assignments and discuss progress
- Compile, record and code results and data from interview or survey, using computer or specified form
- Review data obtained from interview for completeness and accuracy
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
- Identify and report problems in obtaining valid data
- Ask questions in accordance with instructions to obtain various specified information such as person's name, address, age, religious preference, and state of residency
- Perform patient services, such as answering the telephone and assisting patients with financial and medical questions
Daycare teacher
First Choice Kids Academy
11.2005 - 10.2009
- Observe students to determine qualifications, limitations, abilities, interests, and other individual characteristics
- Prepare materials and classrooms for class activities
- Attend professional meetings, conferences, and workshops to maintain and improve professional competence
- Prepare instructional program objectives, outlines, and lesson plans
Education
No degree - Pharmacy technician program
Ashworth University
Norcross, GA10.2024
Criminal Justice
Strayer University
Memphis, TN11.2013
Natural Science
Southwest Tennessee Community College
Memphis, TN12.2010
Diploma -
Melrose High School
Memphis, TN05.2005
Skills
- Typing, customer service, handling conference calls, faxing, emailing, copying, printing, answering phones, transferring calls, Microsoft Excel, Microsoft Office, and mailing
- Experienced in Microsoft word, office, excel, and Google Documents
- Skilled in over the phone and face to face customer service interaction
- 10 years of keyboarding experience
- Conducting training sessions of new employees
- Policy Knowledge
- Data entry proficiency
- Cross-selling abilities
- Complaint Handling
- Strong interpersonal skills
- Member retention
- Issue Resolution
- Database Maintenance
- Healthcare knowledge
- Customer Support
- Policy understanding
- Dispute Resolution
- Call center experience
- Customer Service
- Member account management
- Customer service
- Customer support
- Document processing
- Payment processing
- Issue resolution
- Account management
- Healthcare
- Tracking complaints
- Teamwork
- Problem-solving skills
- Attention to detail
- Multitasking
- Reliability
- Computer skills
- Excellent communication
- Customer service excellence
- Team collaboration
- Effective communication
- Verbal and written communication
- Customer relations
- Phone etiquette
- Microsoft office
- Data entry
- Medical terminology
- Information gathering
- MS office
- De-escalation techniques
Affiliations
- NSBE (National Society of Black Engineers)
- Who's Who Among American High School Students
- National Honor Roll Society
Timeline
Member Service Advocate
United Healthcare
10.2022 - Current
Case Manager/ Customer Service / Fax Processor (Rx) /Trainer/ Billing Keyer/ Auditor
Canyon Healthcare/Atlantic Medical/ A-1 Diabetes
07.2013 - 10.2022
Processing packer
Kelly Services/Nike
04.2012 - 07.2013
Telephone interviewer
Braun Research Interviewing
10.2009 - 01.2012
Daycare teacher
First Choice Kids Academy
11.2005 - 10.2009
Criminal Justice
Strayer University
Natural Science
Southwest Tennessee Community College
Diploma -
Melrose High School
No degree - Pharmacy technician program
Ashworth University
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