Elise Grant
Houston,TX
Summary
Communicative upbeat can do customer service professional with 6+ years of experience motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Benefits Specialist (remote)
Maximus Call Center
03.2023 - 06.2024
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Assisted with a high volume of calls upward of 60+ a day.
- Processed all government assistance benefits for applicants.
- Provided timeframes, appeals, grievances and mitigations.
- Developed documents outlining details about each available benefit program option.
Healthcare Customer Service Representative
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville, FL
02.2020 - 01.2023
- Scheduled appointments for patients.
- Updated patient files in accordance with company policy and procedure guidelines.
- Received a high volume of inbound calls daily.
- Assisted with medical claims processing including authorizations, referrals, pre-certifications.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Strive to resolve customer inquiries, with a first call resolution to increase customer satisfaction and retention.
- Ensured timely member and/or callbacks for any concerns they have on claims, premiums and policy benefits.
Financial Services Representative
InComm
Jacksonville, FL
07.2018 - 01.2020
- Fostered relationships with new and existing customers through excellent customer service skills.
- Ensured that all customer inquiries were answered promptly and completely.
- Received a high volume of inbound calls.
- Assisted with prepaid card information and quoted balance.
- Explained complex financial issues using the HEAT model.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA12-2013
Skills
- Inbound and Outbound Calling
- Call Management
- Account updating
- Account notation
- Appointment Scheduling
- Complaint resolution
- Scheduling
- Customer Education
- Microsoft Excel
- Dispute Resolution
- Technical Support
- High-energy attitude
- Computer Proficiency
- Researching
- De-Escalation Techniques
- Professional telephone demeanor
- Courteous demeanor
- Live chat
- CRM Software
- Data entry
- Microsoft Office
- Time management
Timeline
Benefits Specialist (remote)
Maximus Call Center
03.2023 - 06.2024
Healthcare Customer Service Representative
Florida Blue - Blue Cross Blue Shield Of Florida
02.2020 - 01.2023
Financial Services Representative
InComm
07.2018 - 01.2020
High School Diploma -
Penn Foster Career School