Freddean Williams
Tacoma,WA
Summary
Dynamic Customer Care Coordinator with extensive experience at Signify Health, excelling in healthcare coordination and member support. Proven ability to resolve conflicts and enhance patient engagement while maintaining HIPAA compliance. Strong communicator and detail-oriented professional, adept at multitasking in high-volume environments to achieve exceptional service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Coordinator (Outbound and Inbound)
Signify Health
09.2021 - 11.2025
- Managed high-volume inbound and outbound calls with Medicare and Medicaid members to explain and schedule in-home or virtual Health Risk Evaluations (HREs).
- Educated members using structured scripts while adapting communication style to ensure understanding and engagement.
- Coordinated provider schedules using internal systems, ensuring efficient routing based on geographic location and availability.
- Resolved scheduling conflicts, cancellations, and rescheduling requests with accuracy and professionalism.
- Maintained productivity standards in a fast-paced, metrics-driven environment.
- Returned voicemails and conducted manual outreach to maximize member participation.
- Escalated complaints appropriately and ensured timely resolution.
- Served as a Subject Matter Expert (SME), assisting with peer coaching and training.
- Ensured full compliance with HIPAA and protection of sensitive health information.
Healthcare Coordinator / Customer Service Representative
TriWest Healthcare Alliance
10.2018 - 06.2020
- Coordinated medical appointments and follow-up care for Veterans by working directly with community healthcare providers.
- Provided end-to-end customer support to Veterans and medical professionals throughout the healthcare process.
- Followed Department of Veterans Affairs (VA) program guidelines to ensure compliance and high-quality service delivery.
- Initiated outbound calls to educate Veterans on available healthcare options and benefits.
- Researched internal systems to locate missing information and collaborated with multiple departments to resolve issues.
- Managed multiple priorities in a time-sensitive environment while maintaining accuracy and professionalism.
- Protected patient privacy by strictly adhering to HIPAA regulations and data security protocols.
- Utilized multiple technology platforms and databases to complete daily tasks efficiently.
Call Center / Customer Service Representative
Terra Staffing Group
01.2018 - 12.2018
- Handled approximately 50–60 inbound calls per day assisting customers with hospital and medical billing inquiries.
- Resolved customer service issues related to healthcare services and billing discrepancies.
- Conducted light collections activities while maintaining professionalism and customer satisfaction.
- Documented customer interactions accurately in internal systems.
Guest Services Sales Tier 1
Tommy Bahama
Federal Way, USA
01.2014 - 12.2018
- Delivered high-quality customer service by assisting with product inquiries, order placement, and issue resolution.
- Processed sales transactions and managed online orders, including credit approvals and fulfillment coordination.
- Followed up on unresolved customer issues to ensure satisfaction and retention.
- Escalated customer concerns to leadership when necessary.
- Maintained confidentiality of customer information.
- Collaborated with team members to meet departmental goals and service standards.
- Demonstrated urgency and responsiveness in a fast-paced retail call center environment.
Inbound Sales Customer Account Executive (CAE)
Comcast
Fife, USA
01.2012 - 12.2014
- Handled inbound calls to promote and sell products and services based on customer needs.
- Built rapport with customers while educating them on available service options.
- Applied consultative sales techniques to recommend appropriate solutions.
- Met and exceeded performance goals related to sales and customer satisfaction.
- Represented the company as a brand ambassador through professional and supportive interactions.
Customer Service Specialist II
KeyBank
- Provided customer support for banking clients, addressing account inquiries and resolving issues.
- Maintained accuracy and confidentiality when handling sensitive financial information.
- Assisted customers with transactions, account services, and problem resolution.
- Ensured compliance with banking regulations and internal policies.
Education
[Your Degree or Diploma] - [Field of Study]
[School Name]
[City], [State]Skills
- Customer Service & Client Relations
- Call Center Operations
- Healthcare Coordination & Scheduling
- Veteran & Member Support Services
- Medicare / Medicaid Programs
- Conflict Resolution & Escalation
- Data Entry & Records Management
- HIPAA Compliance & Privacy Protection
- Communication (Verbal & Written)
- Team Collaboration & Training Support
- Time Management & Multitasking
- Problem Solving & Critical Thinking
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM and Call Center Systems
- Data Entry & Recordkeeping
- Multitasking in High-Volume Environments
- Strong Interpersonal Skills
- Detail-Oriented and Organized
Certification
- HIPAA Compliance Training
- Customer Service & Call Center Training
Veterans Preference
(if applicable)
Awards
- Performance Awards / Recognition
- Employee of the Month
References
Available upon request
Flexible Schedule
Willing to work flexible schedules, including overtime
Personal Information
Willing To Relocate: (Yes/No)
Timeline
Customer Care Coordinator (Outbound and Inbound)
Signify Health
09.2021 - 11.2025
Healthcare Coordinator / Customer Service Representative
TriWest Healthcare Alliance
10.2018 - 06.2020
Call Center / Customer Service Representative
Terra Staffing Group
01.2018 - 12.2018
Guest Services Sales Tier 1
Tommy Bahama
01.2014 - 12.2018
Inbound Sales Customer Account Executive (CAE)
Comcast
01.2012 - 12.2014
Customer Service Specialist II
KeyBank
[Your Degree or Diploma] - [Field of Study]
[School Name]