Ginevra Brigham
Palmdale,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
SAG-AFTRA Health Plan
11.2019 - 06.2023
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Answered constant flow of customer calls with minimal wait times.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Southern California Pipe Trades Administration
05.2018 - 07.2019
- Handled customer service inquiries in person, via telephone and through email.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Investigated insurance claims denials and appeals.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on company systems, form completion, and access to services.
Customer Service Specialist
Aetna
10.2008 - 05.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved billing inquiries and disputes in timely fashion.
- Managed patient registration process, confirming data accuracy and completeness.
- Investigated insurance claims denials and appeals.
- Assisted with eligibility, claims and other pertinent information such as addresses and phone numbers changes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
Education
Certificate - Medical Assisting/Coding
The Bryman School
Northridge, CA02.2004
Skills
- Microsoft Office
- Computer Proficiency
- Multi-Line Telephone Operation
- Professional Telephone Demeanor
- Benefit Assessment
- Health Education
- Medical Insurance
- HIPAA Compliance
- Patient Care and Confidentiality
- Investigate Claims
- Call Volume and Quality Metrics
- Prioritization
- CRM Software
- Problem-Solving Ability
- Medical Terminology/Coding Knowledge
- Calm and Professional Under Pressure
- Policy and Procedure Adherence
- Administrative and Office Support
- High-Volume Environments
- Written and Oral Communications
- Online Systems
- Documenting Calls
- CRM Software
- Problem-Solving Ability
- Medical Terminology/Coding Knowledge
- Calm and Professional Under Pressure
- Policy and Procedure Adherence
- Administrative and Office Support
Timeline
Customer Service Representative
SAG-AFTRA Health Plan
11.2019 - 06.2023
Customer Service Representative
Southern California Pipe Trades Administration
05.2018 - 07.2019
Customer Service Specialist
Aetna
10.2008 - 05.2016
Certificate - Medical Assisting/Coding
The Bryman School
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