Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JeLisa Williams

Malone,FL

Summary

Versatile and compassionate customer care professional with over 10+ years of experience in customer service and medical administration who is dedicated to consistently surpassing service goals with unparalleled support for customer needs. Talented multitasker with excellent prioritization, empathy for the members, and conflict resolution skills. Flexible and attentive with a passion for consumer support.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Licensed Health Insurance Agent

HealthPlanOne
08.2024 - Current
  • Answered approximately 15 -20 inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
  • Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
  • Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.

Customer Care Representative

TTEC (TeleTech) - HealthCare Solutions
08.2023 - Current
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to the team's overall success, consistently achieving call center performance metrics and policy enrollment quota.
  • Managed 15-30 per-hour phone calls with exceptional professionalism and efficiency with each call.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Patient Service Representative

Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 02.2022
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Reduced phone holding times by 20% due to implementing new multi-line phone system and promptly directing calls to appropriate personnel.
  • Assisted with appointment scheduling for increased patient convenience and reduced wait times.
  • Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
  • Reduced no-show rates by 10% through consistent appointment reminder calls, leading to improved clinic productivity.

Medical Receptionist

Chipola Medical Associates
05.2017 - 07.2018
  • Managed high call volumes, directing calls to appropriate medical departments while maintaining a polite and professional demeanor.
  • Reduced the number of weekly no-shows by implementing appointment reminder system through phone calls or text messages.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Supported practice growth by promoting available services through marketing materials displayed in the reception area or provided during phone conversations with prospective clients.
  • Ensured continuity of care for incoming patients through thorough documentation in electronic health record system during transitions between appointments.

Front Desk Medical Receptionist

Dothan Ear, Nose, & Throat Care
02.2016 - 05.2017
    • Improved office efficiency by organizing and maintaining accurate patient files and records.
    • Enhanced patient satisfaction by consistently providing friendly and efficient service at front desk.
    • Boosted patient retention by providing exceptional customer service and building rapport with each individual.
    • Reduced wait times for patients by effectively coordinating lab tests, imaging studies, and consultations with other healthcare providers.
    • Facilitated timely referrals to specialists by obtaining necessary authorizations from insurance companies.

Seasonal Cashier

Wal-Mart Supercenter
02.2014 - 09.2014
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Exceeded productivity goals by 15% through consistent attention to detail and organization during busy shifts.
  • Greeted customers entering store and responded promptly to customer needs.

Cashier Manager/Cook

Hardee's Restaurant
11.2012 - 02.2014
  • Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
  • Optimized store sales by effectively cross-selling promotional products during checkout procedures.
  • Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
  • Promoted a safe working environment with thorough adherence to company policies and safety protocols.
  • Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
  • Managed daily cash deposits, ensuring accuracy and timely submission to the bank.

Education

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy - Clearwater
Clearwater, FL
06.2016

Skills

  • Policy analysis
  • Medicare Expertise
  • Enrollment processing
  • HIPAA knowledge
  • Compliance knowledge
  • Inbound Call Management
  • Medicaid Expertise
  • Goal-Oriented
  • Customer Service
  • Inbound Customer Service
  • Data Entry
  • Call center experience
  • Problem Resolution

Certification

Florida Resident Health Insurance License

Number: G041727

Issue Date: 09/11/2023

Expiration Date: 09/11/2027

Timeline

Licensed Health Insurance Agent

HealthPlanOne
08.2024 - Current

Customer Care Representative

TTEC (TeleTech) - HealthCare Solutions
08.2023 - Current

Patient Service Representative

Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 02.2022

Medical Receptionist

Chipola Medical Associates
05.2017 - 07.2018

Front Desk Medical Receptionist

Dothan Ear, Nose, & Throat Care
02.2016 - 05.2017

Seasonal Cashier

Wal-Mart Supercenter
02.2014 - 09.2014

Cashier Manager/Cook

Hardee's Restaurant
11.2012 - 02.2014

Associate of Science - Medical Administrative Assistant

Ultimate Medical Academy - Clearwater

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JeLisa Williams