Eva Burchett
Summary
Professional Call Center representative for over 15 years with 8 years of supervisory experience as a Lead. Performance driven with attention to detail and emphasis on accuracy. Energetic with excellent communication and problem solving skills as well as ability to adapt to developing technology and job requirements.
Overview
20
20
years of professional experience
Work History
Disability Claims Analyst
Commonwealth Of Virginia
05.2023 - Current
- Gathered, reviewed, and analyzed a large volume of medical records on multiple cases of varying complexity. Provided well supported recommendations for disability claim decisions following established policies, procedures, and guidelines.
- Managed complex caseloads, demonstrating exceptional attention to detail while adhering to strict deadlines for claim resolution.
- Collaborated with medical professionals to accurately assess claimant disabilities and determine eligibility for benefits.
- Safeguarded sensitive client information by following strict confidentiality guidelines and data security measures at all times during the claims process.
- Ensured timely claim resolution by prioritizing tasks and maintaining organization in a high-volume environment.
Patient Appointment Scheduler
Carilion Clinic
01.2023 - 05.2023
- Processing inbound and outbound calls at busy Orthopedic Call Center
- Reviewing and processing internal and external referrals into EPIC
- Scheduling, rescheduling and canceling new and established patient appointments in accordance with physicians guidelines
- Adhere to HIPAA regulations
Communication Specialist Lead
Carilion Clinic
09.2014 - 01.2023
- Responsible for training all new employees and supporting experienced employees to improve their performance
- Monitoring calls to improve quality and minimize errors
- Answering large amount of internal and external calls
- Serving as escalation point for operators as well as other internal departments and external callers
- Analyzing and reporting employee metrics on monthly basis
- Working closely with other departments within company to ensure proper handling of customer service issues
- Updating staff of any procedural or departmental changes
- Conducting interviews for potential new team members
Communication Specialist
Carilion Clinic
08.2012 - 09.2014
- Excelled in fast paced, collaborative environment which required accuracy, multitasking and effective communication
- Managed large amount of calls from internal callers as well as community members in timely manner
- Answered all customer questions and complaints in professional and friendly manner
- Assisted existing patients with paging providers afterhours
- Processing Clinical Codes
Customer Service/Ramp Agent
SkyWest/Comair/Regional Elite/DGS/Unifi
04.2004 - Current
- Conducted variety of services for airport quests including passenger assistance, checking in, boarding aircraft, changing and updating reservations and handling questions and complaints
- Provided face to face friendly service at all times
- Responsible for accurate load count of all luggage and cargo boarded on aircraft
- Completed safety and security training and kept updated on new revisions
- Preparing station for FAA and TSA audits
- Training new employees
Phone Banker
Wells Fargo
01.2008 - 05.2012
- Answering inbound calls and assisting customers with all financial needs
- Delivered excellent customer service while adhering to federal guidelines, policies and regulations
- Resolved customer issues in friendly and courteous manner
- Navigated multiple computer systems, researched and assessed customer needs, and offered appropriate solutions
- Assisted customers with On-Line Banking access and passwords
- Assisted new teammates with questions as Point of contact
Skills
- Strong work ethic
- Excellent customer service
- Multitasking, detail oriented and adaptable
- Problem solving
Timeline
Disability Claims Analyst
Commonwealth Of Virginia
05.2023 - Current
Patient Appointment Scheduler
Carilion Clinic
01.2023 - 05.2023
Communication Specialist Lead
Carilion Clinic
09.2014 - 01.2023
Communication Specialist
Carilion Clinic
08.2012 - 09.2014
Phone Banker
Wells Fargo
01.2008 - 05.2012
Customer Service/Ramp Agent
SkyWest/Comair/Regional Elite/DGS/Unifi
04.2004 - Current
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