Hope Kalu
DALLAS,TX
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Call Center Customer Service Representative
Iron Insights LLC
22 Maple Ct,Doylestown, PA
03.2024 - Current
- Reviewed patient records to determine eligibility for benefits coverage.
- Inputted patient demographic data into electronic health record system.
- Adhered to HIPAA regulations when handling confidential patient information.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Compiled statistical data related to utilization of services covered by various types of health insurance plans.
Call Center Customer Service Agent
Bristol Myers Squibb
DALLAS, TX
03.2021 - 03.2024
- Applied HIPAA privacy and security regulations while handling patient information.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- processed applications for Medicare part B oncology drugs for bristol myers patient assistance foundation according to HIPAA guidelines.
- Utilized salesforce software system to process applications.
- Conduct quality checks and analyze appropriate patient data for processing.
- Communicate results to patients and providers via phone, email, fax, and/or mail correspondence.
- Escalate systematic issues using available tools such as leadership.
- Utilized software tool, such as Medconnect to verify patient eligibility and coverage.
Customer Service Representative
Amazon
Dallas, TX
04.2020 - 07.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
Data Entry Clerk
Asorock Market
DALLAS, TX
10.2019 - 04.2020
- Maintained updated knowledge of industry trends related to data entry operations.
- Verified accuracy and completeness of data entry into the database system.
- Utilized specialized software applications related to the job role.
- Scanned documents into appropriate databases for storage purposes.
- Reviewed existing information for accuracy and made necessary corrections.
- Maintained confidentiality of sensitive information entered into the system.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Updated existing records with new or revised information as needed.
Education
Bachelor of Science - Education
Cross River University of Technology
Calabar Nigeria06-2012
Skills
- Eligibility Determination
- HIPAA Compliance
- Medical terminology knowledge
- Customer Service
- Insurance Verification
- Emotional intelligence
- product knowledge
- Empathy
- closing ability
- Time management
Timeline
Call Center Customer Service Representative
Iron Insights LLC
03.2024 - Current
Call Center Customer Service Agent
Bristol Myers Squibb
03.2021 - 03.2024
Customer Service Representative
Amazon
04.2020 - 07.2023
Data Entry Clerk
Asorock Market
10.2019 - 04.2020
Bachelor of Science - Education
Cross River University of Technology
Similar Profiles
Lucia J. StubbsLucia J. Stubbs
Practice Owner at Deeper Insights, LLCPractice Owner at Deeper Insights, LLC
Jenny ParkJenny Park
SENIOR ANALYST at PSB Insights LLCSENIOR ANALYST at PSB Insights LLC
Terrence D. AlexanderTerrence D. Alexander
Statistician/Senior Data Scientist - Consultant at Innovative Insights, LLCStatistician/Senior Data Scientist - Consultant at Innovative Insights, LLC