Elizabeth Neria

• Works on the support line to assist customer service representatives in educating and resolving patient accounts.
• Listens and scores recorded calls of the customer service representatives to monitor whether quality assurance standards are being consistently met.
• Schedule 1-on-1 coaching sessions with the customer service representatives to go over scores and provide additional training solutions.
• Assist with new hire nesting support lines.
• Works supervisor workques for accounts needing correction and resolution.

Customer Care Lead - April 2016-May 2022

• Works on the support line to assist customer service representatives to accurately resolve patient accounts.
• Provided customer service support to team members in order to ensure a high level of customer satisfaction.
• Provided guidance on how to handle difficult situations or conversations with customers while maintaining professionalism.
• Took over escalated patient calls from the customer service representatives to further assist and resolve the patients' concerns by sending accounts to the proper departments, and then following up with the patients with the outcome.
• Conducted live listening session with each team member and provided feedback on how to improve call volume, provide efficient resolutions for patients.
• Reviewed training opportunities with the customer service representatives to educate where to accurately send accounts for timely resolutions.

Customer Service Representative - November 2014- April 2016

• Quickly assessed incoming calls, while displaying a courteous and empathetic attitude to help resolve the callers' needs.
• Routed billing concerns on proper work queues to ensure accounts are resolved quickly.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Engaged in conversation with customers to understand needs, resolve issues, and answer any billing or insurance questions.