Jennifer Goyette
Johnstown,NY
Summary
Dynamic Customer Service Representative with a proven track record at Elevance Health, excelling in complaint resolution and enhancing customer satisfaction. Skilled in data entry and active listening, I foster collaborative environments and ensure accurate information delivery, contributing to improved service quality and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Elevance Health
04.2023 - 04.2026
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction.
- Processed claims and benefits questions using internal systems for accurate information delivery.
- Assisted team members in navigating complex issues, fostering a collaborative environment.
- Documented customer interactions meticulously to maintain records and improve service quality.
- Adapted quickly to new policies and procedures, enhancing overall team efficiency.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Medication Aid
Pineview Commons
04.2016 - 04.2023
- Administer medications accurately to residents according to prescribed schedules.
- Monitor and document residents' reactions to medications, ensuring safety and compliance.
- Assist nursing staff in maintaining medication inventory and reporting discrepancies.
- Educate residents on medication purposes and potential side effects effectively.
- Maintain confidentiality of resident health information in accordance with regulations.
- Maintained a safe and clean environment by adhering to infection control protocols during medication administration.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Enhanced patient health by accurately administering prescribed medications according to schedule.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Assisted in inventory management, ensuring an adequate stock of medications was always available for patients'' needs.
- Upheld strict confidentiality standards, safeguarding sensitive patient information at all times during recordkeeping duties.
- Reported changes in patient status regarding drug therapy.
- Contributed to positive patient outcomes by closely monitoring and reporting any adverse reactions or changes in condition following medication administration.
- Supported the nursing staff with essential tasks, streamlining the overall care process.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Demonstrated comprehensive knowledge of state regulations regarding medication administration, staying current on updates as needed.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Monitored patient responses to medication to report adverse reactions quickly.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
Education
Medical Assisting - Medical Assisting
The Salter School
Worcester, MA03-2004
High School Diploma -
Johnstown High School
Johnstown, NY06-1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Call management
- Documentation
- Data collection
- Quality control
- Live chat support
- Customer education
- Proofreading
Timeline
Customer Service Representative
Elevance Health
04.2023 - 04.2026
Medication Aid
Pineview Commons
04.2016 - 04.2023
Medical Assisting - Medical Assisting
The Salter School
High School Diploma -
Johnstown High School