Jennifer Casseus
Houston,TX
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
5
5
years of professional experience
Work History
Medical Service Coordinator
United Healthcare Group
Houston, TX
07.2024 - Current
- Coordinate medical and dental service appointments in alignment with customer availability and contractual guidelines, ensuring efficient scheduling and service completion.
- Answer inbound and make outbound calls to manage customer inquiries, schedule services, and provide follow-up support.
- Respond to a wide range of customer inquiries, resolving scheduling and service-related issues with cultural sensitivity toward military protocols.
- Conduct customer outreach to facilitate health assessments, manage referral follow-ups, and provide educational and resource-related support.
- Identify and address potential behavioral health situations, following established protocols to offer appropriate assistance.
- Maintain proactive awareness of service levels and queue statuses to consistently meet and exceed contractual requirements.
Data Entry Clerk
Activus Connect
01.2024 - 02.2024
- Maintained high accuracy levels in processing alphanumeric data, ensuring compliance with established data integrity standards.
- Met rigorous deadlines and production quotas, adhering to client-specific guidelines to maintain service quality.
- Collaborated with department heads to address client and operational challenges, demonstrating adaptability and dedication to process enhancement.
- Verified accuracy and completeness of data entry into the database system.
Customer Service Representative
Randstad
06.2023 - 11.2023
- Managed daily inbound and outbound customer interactions, successfully resolving inquiries and bolstering client satisfaction
- Enhanced communication efficiency by collaborating with technical staff to streamline call scripts, resulting in a 20% reduction in call duration
- Conducted thorough analyses of customer feedback to pinpoint service improvement opportunities
- Contributed to a service enhancement project that achieved a 15% rise in customer loyalty and provided mentorship to new customer service team members
Warehouse Associate
Amazon
Boston, MA
09.2019 - 04.2020
- Accurately prepared and processed orders for shipment, ensuring proper picking, packing, and labeling of merchandise in compliance with company standards
- Conducted thorough inventory control tasks, including counting and stocking, utilizing technology for inventory tracking and executing audits to identify and correct discrepancies
- Performed quality assurance on incoming and outgoing shipments, inspecting items to maintain accuracy and prevent processing errors
Education
Bachelor of Science - Business Administration
University of Massachusetts Lowell
Lowell, MA05.2019
Skills
- Provider Relations
- Patient Care Coordination
- Insurance Verification
- Collections
- Healthcare administration
- Patient Scheduling
- Medical terminology proficiency
- HIPAA Compliance
- Protocol adherence
- Appointment Scheduling
- Data Entry
- Call Management
- Information Security
- Inbound and Outbound Calling
- Computer Proficiency
- Critical Thinking
- CRM Software
- Active listening
- De-Escalation Techniques
- Conflict Resolution
- Adaptive team player
- Technical Support
- Problem Resolution
- Customer Relations
- Project management abilities
- Microsoft Office expertise
Timeline
Medical Service Coordinator
United Healthcare Group
07.2024 - Current
Data Entry Clerk
Activus Connect
01.2024 - 02.2024
Customer Service Representative
Randstad
06.2023 - 11.2023
Warehouse Associate
Amazon
09.2019 - 04.2020
Bachelor of Science - Business Administration
University of Massachusetts Lowell