Eileen Bellows
Fayetteville,NC
Summary
Diligent and skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Knowledgeable and dedicated customer service professional with extensive experience in Health Insurance customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate - Provider Services
Blue Cross and Blue Shield of North Carolina
Fayetteville, NC
01.2020 - Current
- Served as a point of contact for healthcare providers, addressing inquiries, resolving issues, and providing support regarding network participation, claims processing, and other related matters
- Responsible for collecting, verifying, and updating information related to healthcare providers inquiries
- Researching and resolving provider inquiries
- Ensured claims were timely filed, adherence to quality standards
- Participating in required trainings and audits
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate providers on acceptable BCBSNC practices and policies
- Analyze provider data to identify trends, patterns, and opportunities for improvement in the provider inquiries
- Leverage analytical skills to query, analyze and interpret data to address customer and business needs Verbal and Written Communication Decision Making for new ideas and innovation while being an advocate for continuous process improvement
- Data Interpretation Work Planning and Prioritization Inventory Management SharePoint Administration
Customer Service Professional – Member Services
Blue Cross and Blue Shield of North Carolina
Fayetteville, NC
01.2015 - 01.2020
- Subject Matter Expert for new hire class 12/16/2019 – 01/15/2020; assist new hire trainees to navigate and successfully solve customer inquiries during their nesting on the job training
- Member Letter Review; review member letters for legal compliance and proofreading Student Blue waivers processor; research waiver requests by verifying other insurance electronically and over the phone
- Answer student inquiries about their waivers Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
- Educate and encourage customers on use of alternative delivery channels
- Educate customers to make the best decision to for their healthcare.
Flex-Facilitator
Alpine Access Powered by Sykes Enterprises
Fayetteville, NC
01.2014 - 01.2015
- Selected among 250 candidates to facilitate a variety of highly interactive virtual training inside a virtual learning center
- Facilitate 20-30 new employees with mastery of virtual training technology and best practice facilitation methods to maintain quality standards for virtual training delivery to new employees
- Trained and coached new employees with increased customer satisfaction ratings
- Maintained scheduling daily agenda providing effective training
- Coordinate and maintain new employee performance, determine existing performance, analyze performance, and recommend solutions that focus on and deliver preferred business results.
Education
Bachelor of Science in Business Administration (BS) -
Colorado Springs, CO01.2013
Skills
- Call center experience
- Data Entry
- Administrative Support
- Problem-solving abilities
- Data Collection
- Computer Proficiency
- Microsoft Office Suite
- Customer Service
- Critical Thinking
- Microsoft Excel
Timeline
Customer Service Advocate - Provider Services
Blue Cross and Blue Shield of North Carolina
01.2020 - Current
Customer Service Professional – Member Services
Blue Cross and Blue Shield of North Carolina
01.2015 - 01.2020
Flex-Facilitator
Alpine Access Powered by Sykes Enterprises
01.2014 - 01.2015