Gail Epps
Chattanooga,USA
Summary
Dynamic customer service professional with extensive experience at Aetna Health Insurance, excelling in Medicare knowledge and customer relationship management. Proven ability to enhance client satisfaction through effective communication and data analysis. Recognized for delivering exceptional support and fostering positive patient experiences in fast-paced environments.
Overview
1
1
Certification
16
16
years of professional experience
Work History
CSR - Customer Service Representative
Aetna health insurance
Chattanooga, US
06.2021 - Current
- Assisted members with medicare group retirement, while completing certifications in various courses to enhance service delivery
- Processed Medicare NY retirement claims for ESA PPO-COE plans.
- Handled Medicare SOI retirement inquiries for ESA PPO-COE plans.
- Provided support for Medicare Individual HMO-DSNP plans.
- Facilitated Medicare Group services for COE/AC plans.
- Assisted clients with Medicare B-Swift enrollment.
- Completed Develop U: Art of Communication to enhance communication skills for effective customer service
- 2025 Medicare Reward Customer Service Training December 13, 2024
- Devops Training: December 23, 2024
- Building Up Your Emotional Intelligence: December 23, 2024
- Agile Organization Devops and Agile Course
- Building and Delivering A Great Virtual: December 20, 2024
- Building and Delivering a Great Virtual Experience: December 20, 2024
- Leveraging Emotional Intelligence at Work: December 19, 2024
- Google CDL Exam: November 5, 2024
- Achieved Helping with Heart certification to improve customer interactions and support
Care Concierge
Cvs pharmacy
Chattanooga, US
06.2021 - Current
- Collaborated with minute clinic and pharmacy teams to improve customer experience.
- Assisted customers with product inquiries and pharmacy services.
- Managed appointment scheduling for health consultations and vaccinations.
- Provided accurate information on medication usage and side effects.
Patient Sitter
Erlanger Health System
Chattanooga, US
12.2016 - Current
- Monitored individuals experiencing mental health challenges to ensure safety and prevent self-harm.
- Monitored patient comfort and safety in various healthcare settings.
- Assisted nursing staff with basic patient care tasks and needs.
- Maintained clean and organized patient environments to promote health standards.
Customer Service Associate
HomeServe USA
Chattanooga, US
07.2020 - 06.2021
- Coordinated service repairs by prioritizing tasks and managing schedules to ensure timely resolution of customer issues.
- Assisted customers with service inquiries and product information.
- Processed service requests and scheduled technician appointments efficiently.
- Managed customer accounts, ensuring accurate updates and records.
Patient Care Technician
Erlanger Health System
Chattanooga, US
01.2016 - 10.2019
- Assisted nursing staff in providing compassionate patient care during shifts.
- Assisted nursing staff with patient hygiene and daily living activities.
- Monitored vital signs and reported changes to medical personnel.
- Prepared and maintained patient rooms for optimal comfort and safety.
Certified Central Sterile Tech
Erlanger Health System
Chattanooga, US
03.2016 - 09.2019
- Executed cleaning and sterilization of surgical instruments to ensure compliance with safety standards.
- Sterilized surgical instruments using advanced sterilization equipment and techniques.
- Prepared and organized sterile supplies for surgical procedures and patient care.
- Monitored sterilization processes to ensure compliance with safety standards.
Housekeeping
Erlanger Health System
Chattanooga, US
01.2015 - 02.2016
- Cleaned and sterilized patient room, maintaining infection control standards for patient safety.
- Cleaned patient rooms to maintain a safe and hygienic environment.
- Assisted in laundry services by sorting and washing linens and garments.
- Disinfected common areas to prevent the spread of infections.
Customer Service Representative
Lifetouch National Photography
Chattanooga, US
04.2010 - 06.2014
- Scheduled client appointments and processed portrait purchases
- Assisted clients with booking photography sessions and managing schedules.
- Provided support to customers regarding product inquiries and service options.
- Resolved customer complaints through effective communication and problem-solving skills.
Education
High school -
Chattanooga State Community College
Chattanooga, TN06-2016
Skills
- Customer Service
- Patient Support
- Medicare knowledge
- Claims management
- Insurance Processing
- Healthcare Knowledge
- Customer relationship management
- Call Center
- Customer Insights
Certification
- Certified Central Sterile Technician, 08/18, 08/23
- Driver's License
- BLS Certification
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information - Notes
I am CPR certified.
Timeline
CSR - Customer Service Representative
Aetna health insurance
06.2021 - Current
Care Concierge
Cvs pharmacy
06.2021 - Current
Customer Service Associate
HomeServe USA
07.2020 - 06.2021
Patient Sitter
Erlanger Health System
12.2016 - Current
Certified Central Sterile Tech
Erlanger Health System
03.2016 - 09.2019
Patient Care Technician
Erlanger Health System
01.2016 - 10.2019
Housekeeping
Erlanger Health System
01.2015 - 02.2016
Customer Service Representative
Lifetouch National Photography
04.2010 - 06.2014
High school -
Chattanooga State Community College