Jeri-Ann Hoffman
Austin,TX
Summary
Objective: To work with a company that can utilize 10 years plus experience in customer service, Personable and dedicated customer service representative with extensive experience.
Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Health Concierge
Aetna/CVS
Austin, TX
12.2021 - 01.2024
- Provided First Call Resolution to Members pertaining to benefits.
- Handled national and dedicated accounts.
- Assisted members with questions concerning, authorizations, prescriptions, appointments.
- Collaborated with healthcare providers to ensure timely delivery of services, enhancing member outcomes.
- Assisted members in navigating complex insurance processes, alleviating stress and promoting financial wellbeing.
- Fielded customers complaints, concerns, and de-escalated calls in a positive, friendly, empathic, calm manner.
- Educated members on available resources and programs, empowering them to make informed decisions about their health.
- Provided compassionate emotional support to members coping with illness or injury, contributing to their overall wellbeing.
- Facilitated communication between members and medical professionals, ensuring clarity and understanding for all parties involved.
- Maintained accurate records of members interactions, ensuring effective communication.
- Managed sensitive information with discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Assisted members with claims, refunds, denials pertaining to their medical issues and concerns.
CSR Member and Provider Services
Centene, Superior Health Services
Austin, TX
07.2019 - 11.2021
- Provided outstanding service to new and long-standing members by attending closely to concerns and developing solutions.
- Delivered service and support to each member paving way for future business opportunities.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld strict quality control policies and procedures during member interactions.
- Assisted and informed members about billing procedures, processed payments and provided payment option setup.
- Documented conversations with members to track requests, problems and solutions.
- Fielded customer complaints and queries, fact-tracking them for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered and assisted providers, provider offices, and billing departments.
- Provided verification, eligibility, and benefit information for active and non-active members.
- Assisted with claims, check, denials, and routed to appropriate department if deemed necessary.
CSR Tier 2 Representative
GM/Alorica
Austin, TX
07.2018 - 01.2019
- Handled multiple cases on a daily basis, keeping case files updated, concise and organized.
- Helping customers from beginning to end with their questions, concerns and complaints.
- Maneuver around site applications quickly and efficiently.
- Inbound and outbound calls to and from customers, dealerships, General Managers relating to cases and concerns.
- Able to work independently or with a team.
Command Center Specialist
SBPlus Remote Management Systems, Inc.
Spicewood, TX
08.2017 - 06.2018
- High volume call center, open 24-hours.
- Handled 200 plus calls per day.
- Utilized 3 computer monitors and 15 live feeds in a command center setting.
- Escalated calls were handled quickly and efficiently.
- Customers were handled with a one call resolution.
Assembly/Stower
Amazon Warehouse
San Marcos, TX
12.2016 - 06.2017
- Made sure on-line customers had inventory on hand to order.
- Scanned inventory in quick, safe and timely manner.
- Met deadlines and team expectations.
- Cross trained with other departments and maintained quality control.
- Inspected items for any damages and reported discrepancies to supervisor.
Web Support
HD Supply
New Braunfels, TX
02.2011 - 06.2015
- Responded to customer's inquiries, complaints, orders through phone, fax and email.
- Provided internal sales staff support.
- Assisted customers with questions,concerns, issues, complaints about their orders and products and account.
- Helped customers on the Live Chat feature while also assisting on the phones.
- Able to multitask, prioritize and meet deadlines.
Education
Diploma - Word Processing
Morse School of Business
Hartford, CT08.1983
College From 1981-1982 - Travel And Tourism
Fischer Jr. College
Boston, MAHigh School Diploma -
East Catholic High School
Manchester, CT.05.1981
Skills
- Inbound and outbound calling
- Insurance Verification
- Health insurance plan knowledge
- Data entry proficiency
- Customer assistance
- Process optimization
- Technologically savvy
- Problem-solving abilities
- Microsoft office expertise
- Call center operations
- Adaptive team player
- High-Energy Attitude
Timeline
Health Concierge
Aetna/CVS
12.2021 - 01.2024
CSR Member and Provider Services
Centene, Superior Health Services
07.2019 - 11.2021
CSR Tier 2 Representative
GM/Alorica
07.2018 - 01.2019
Command Center Specialist
SBPlus Remote Management Systems, Inc.
08.2017 - 06.2018
Assembly/Stower
Amazon Warehouse
12.2016 - 06.2017
Web Support
HD Supply
02.2011 - 06.2015
Diploma - Word Processing
Morse School of Business
College From 1981-1982 - Travel And Tourism
Fischer Jr. College
High School Diploma -
East Catholic High School