Alexis Strum
CVS Healthcare
Covington,GA
9
years of professional experience
Dedicated and empathetic Customer Support & Member Experience Specialist with 4+ years in healthcare support roles, specializing in enrollment assistance, troubleshooting, account guidance, and high-volume digital communication. Skilled at navigating fast-paced, evolving environments while maintaining warmth, professionalism, and accuracy.
Experienced in handling sensitive member concerns, surfacing product insights, and delivering clear education across email, phone, and internal platforms. Known for balancing efficiency with exceptional service and building trust with members throughout their care journey.
Work History
Customer Service Representative
4 Years 8 Months- Led outbound and inbound support for prospective members, guiding them through the enrollment process with clear instructions and supportive communication.
- Managed daily high-volume outreach while maintaining strong performance metrics and a member-first tone.
- Handled questions related to account setup, eligibility, next steps, and service expectations, ensuring members felt informed and supported.
- Ensured accuracy of member information through detailed data entry and verification within digital systems.
- Escalated complex cases to clinical or operations teams and communicated outcomes back to members quickly and professionally.
- Assisted in creating smoother onboarding experiences by identifying common friction points and recommending process improvements.
Healthcare Customer Service Representative
7 Years 3 Months- Support members through enrollment, account issues, platform navigation, and general questions using a warm, empathetic approach.
- Respond to high-volume inquiries across phone and digital channels, ensuring clarity, accuracy, and timely resolution.
- Troubleshoot issues related to account setup, access concerns, order visibility, and onboarding requirements.
- Maintain 100% accuracy in documentation while upholding HIPAA and data privacy standards.
- Identify recurring questions and system issues, surfacing feedback to leadership to improve workflows and member tools.
- Collaborate cross-functionally with care and operations teams to streamline the member experience and resolve escalated cases.
Education
High School Diploma
Skills
Multi-Channel Support (Email
Phone)
Member Onboarding & Education
Account
Billing & Shipment Troubleshooting
CRM & Ticketing Systems (Zendesk
EHR/Enrollment Tools)
Clear
Empathetic Communication
High-Volume Queue Management
HIPAA & Data Privacy Compliance
Issue Resolution & De-escalation
Pattern Recognition & Feedback Reporting
Strong Attention to Detail
Time Management & Prioritization
Tech-Savvy & Fast Learner
Timeline
Customer Service Representative
CVS Healthcare
02.2022 - CurrentRead More
Healthcare Customer Service Representative
Conduent State Healthcare
09.2017 - 12.2024Read More
Patrick Henry High School
High School Diploma
Read More