JeLisa Williams
Malone,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Licensed Health Insurance Agent
HealthPlan One
08.2024 - Current
- Answered 15-20 inbound calls daily from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Conducted comprehensive policy reviews for existing clients, identifying opportunities for adjustments or additional coverage.
Customer Care Representative
Ttec (TeleTech) - HealthCare Solutions
08.2022 - 07.2024
- Helped 30-50 patients every day with a positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Lead Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 07.2022
- 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 multiline 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.
Senior Medical Receptionist
Chipola Medical Associates
05.2017 - 07.2018
- Managed 5 different phone lines, 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 Administrative Assistant
Dothan Ear, Nose, & Throat Care
02.2016 - 05.2017
- Enhanced customer satisfaction by providing efficient and professional front desk support.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times.
- Managed incoming phone calls, directing them appropriately to maintain professionalism and efficiency.
- Increased office efficiency with proactive inventory management of office supplies.
- Boosted patient retention by providing exceptional customer service and building rapport with each individual.
- Facilitated timely referrals to specialists by obtaining necessary authorizations from insurance companies.
Seasonal Cashier
Walmart
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.
- Followed store policies to ensure compliance and safety.
- Promoted store promotions to increase sales.
Cashier Manager
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, FL06-2016
Skills
- Policy analysis
- Medicare expertise
- Enrollment processing
- Goal oriented
- HIPAA compliance
- Inbound call management
- Problem Resolution
- Data Entry
- Relationship building
- Payment processing
- First call resolution
- Database research
Timeline
Licensed Health Insurance Agent
HealthPlan One
08.2024 - Current
Customer Care Representative
Ttec (TeleTech) - HealthCare Solutions
08.2022 - 07.2024
Lead Patient Service Representative
Tallahassee Orthopedic & Sports Physical Therapy
12.2020 - 07.2022
Senior Medical Receptionist
Chipola Medical Associates
05.2017 - 07.2018
Front Desk Administrative Assistant
Dothan Ear, Nose, & Throat Care
02.2016 - 05.2017
Seasonal Cashier
Walmart
02.2014 - 09.2014
Cashier Manager
Hardee's Restaurant
11.2012 - 02.2014
Associate of Science - Medical Administrative Assistant
Ultimate Medical Academy
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