Jeralynn Rouse
Macon,Georgia
Summary
Assisted customers with insurance inquiries and claims processing for over 20 years in fast-paced environments.,Supported clients in understanding policy details and verifying confidential information.,Handled high volumes of inbound calls, addressing complex issues with care while meeting service targets.
Overview
8
8
years of professional experience
Work History
Emergency Glass Associate (EGA)/ERS Representative
GEICO, Government Employees Insurance
Macon
05.2022 - Current
- Manage high-volume inbound calls assisting policyholders with emergency roadside and glass claim services
- Collect, verify, and enter customer policy and coverage information with strict accuracy and confidentiality
- Utilize multiple systems simultaneously to document claim activity and track progress
- Coordinate service request with vendors while maintaining ownership of requests through resolution
- Educated customers on coverage options and benefits, enhancing their understanding of service processes
- Delivered compassionate, professional service to de-escalate customer situations and resolve issues effectively
Patient Care Technician
DaVita Dialysis Kidney Care
Macon
06.2020 - 05.2022
- Maintained accurate patient records and updated medical charts regularly.
- Educated patients on treatment plans and home care instructions.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Operated dialysis machines and ensured proper functioning during treatments.
Operations Supervisor
Biomat Plasma Center
Macon
08.2018 - 04.2022
- Ensured cleanliness and safety of the treatment area before and after sessions.
- Trained and mentored staff on safety protocols and operational procedures.
- Maintained accurate records of plasma donations and staff performance metrics to ensure compliance and operational efficiency.
- Cultivated strong customer relationships through proactive service and support, enhancing customer satisfaction.
- Managed staff schedules to ensure optimal coverage during peak hours, enhancing service efficiency.
- Supervised daily operations and ensured compliance with company policies.
- Resolved customer complaints to improve satisfaction levels and foster customer loyalty.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
Education
Associate of Business Administration - Business Management
Central Georgia Technical College
Macon05.2020
Skills
- Claims Intake & Service Coordination
- Glass repair coordination
- Enrollment & Benefits Support
- Insurance education
- Data verification
Timeline
Emergency Glass Associate (EGA)/ERS Representative
GEICO, Government Employees Insurance
05.2022 - Current
Patient Care Technician
DaVita Dialysis Kidney Care
06.2020 - 05.2022
Operations Supervisor
Biomat Plasma Center
08.2018 - 04.2022
Associate of Business Administration - Business Management
Central Georgia Technical College