Ebony Houston
Atlanta ,GA
Summary
Dedicated Enrollment Broker with expertise in customer service and problem-solving. Proven ability to navigate complex enrollment processes and enhance client satisfaction.
Detail-oriented professional with a robust background in enrollment management and call center operations. Known for effective organizational skills and adaptability, consistently delivering high-quality support in fast-paced environments.
Dynamic Enrollment Broker skilled in managing enrollment processes and supporting diverse populations. Strong communicator with a commitment to compliance and team collaboration, ensuring high-quality service delivery and client engagement.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Enrollment Broker
Maximus
Atlanta, GA
03.2024 - 03.2026
- Facilitated enrollment processes for diverse populations, ensuring compliance with state regulations.
- Coordinated outreach efforts to educate potential clients about available services and programs.
- Managed case documentation and maintained accurate records within enrollment systems.
- Provided support to team members in navigating complex eligibility criteria and procedures.
- Provided ongoing training to colleagues for maintaining up-to-date knowledge on industry trends and regulations.
- Ensured compliance with state-specific regulations by staying current on requirements related to insurance enrollments and broker licensing procedures.
- Assisted clients in selecting appropriate health plans based on their needs, preferences, and budget constraints.
- Managed a high volume of enrollments during peak seasons without compromising quality or accuracy of work.
Call Center Representative
Nile Women's Healthcare
Roswell, GA
11.2022 - 02.2024
- Assisted patients with appointment scheduling and inquiries, ensuring efficient service delivery.
- Handled inbound calls, providing accurate information about services and procedures to customers.
- Processed patient records using electronic health record systems, maintaining data integrity and confidentiality.
- Resolved customer complaints effectively, enhancing overall patient satisfaction.
- Adapted quickly to updates in healthcare policies and procedures, ensuring compliance during interactions with patients.
- Collaborated with healthcare staff to streamline communication between departments and improve workflow.
- 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.
Education
High School Diploma -
Pearl Academy
Montgomery, AL05.2018
Skills
- Customer service expertise
- Goal-oriented mindset
- Effective negotiation
- Financial acumen
- Customer service
- Problem-solving
- Time management
- Multitasking
- Reliability
- Call center customer service
- Critical thinking
- Organizational skills
- Team collaboration
- HIPAA compliance
- Customer follow-up
- Adaptability and flexibility
- Verbal and written communication
- Customer engagement
- Client needs analysis
- Data entry
Timeline
Enrollment Broker
Maximus
03.2024 - 03.2026
Call Center Representative
Nile Women's Healthcare
11.2022 - 02.2024
High School Diploma -
Pearl Academy