Elaine Dockery

Work History

Customer Engagement Representative

Catalis Solutions

10.2023 - Current

Followed up with customers about resolved issues to maintain high standards of customer service.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Educated customers about their College Tuition Accounts, payment processing and support policies and procedures.
Exhibited high energy and professionalism when dealing with clients and staff.
Identified and resolved discrepancies and errors in customer accounts.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Responded proactively and positively to rapid change.

Health Insurance Agent

Concentrix

02.2021 - 10.2023

Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
Developed and implemented marketing strategies to drive health insurance sales.
Educated clients about health insurance coverage options, benefits and costs.
Adhered to health and prescription insurance products, delivery systems, and claims systems.
Reported policy changes and company conditions affecting customer satisfaction.
Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Monitored customer feedback and identified areas of improvement.
Met with customers to provide information about available products and policies.
Calculated premiums and established payment methods for sales.
Conducted annual reviews of existing policies to update information.
Developed and implemented promotional strategies to increase customer base.

Nurse

Taylor Homes

01.2017 - 02.2022

Administered medications via oral, IV, and intramuscular injections and monitored responses.
Performed routine wound care and dressing changes on schedule.
Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
Gathered lab specimens, ordered testing, and interpreted results to diagnose patients.
Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Minimized staff and patient infection risk by cleaning and disinfecting equipment instruments.
Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
Documented accurate and complete patient information to address patient problems and expected outcomes.
Administered controlled narcotics, inserted IVs, and performed catheterizations.
Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
Educated patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Managed various general office duties such as answering multiple telephone lines, completing insurance forms, and mailing monthly invoice statements to patients.
Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
Helped patients complete bathing, dressing and eating.
Delivered emotional support to patients and families during challenging times.
Reviewed patient history to verify conditions and current medications.
Protected patients and healthcare team members from infection by sterilizing equipment and reusable supplies.

Summary

Overview

Work History

Customer Engagement Representative

Health Insurance Agent

Nurse

Education

Truck Driving

Associate of Science - Nursing

Skills

Timeline

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