Jessica Branch
Arlington,TX
Summary
A dedicated and compassionate customer service professional with experience in healthcare environments and remote settings. Skilled in communication, problem-solving, and providing exceptional support to patients and clients. Seeking to leverage my background to contribute to a dynamic customer service team and ensure positive patient experiences in a healthcare setting.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (Healthcare)
Texas Health Resources
12.2022 - 02.2025
- Provided high-quality customer service to patients and their families over the phone, email, and in-person, addressing inquiries related to insurance, billing, and general healthcare services
- Assisted patients in scheduling appointments, verifying insurance, and navigating the healthcare system
- Worked closely with medical staff to ensure accurate and timely resolution of patient concerns
- Ensured patient confidentiality in compliance with HIPAA regulations while maintaining a positive and supportive attitude in all interactions
- Managed a high-volume call queue, resolving customer inquiries and complaints efficiently, meeting all department performance metrics
Remote Healthcare Support Specialist
CarePlus Health Plan
07.2019 - 10.2022
- Handled inbound and outbound calls related to member benefits, claims processing, and healthcare coverage for a national health plan
- Provided accurate, timely information on policy details, helping members understand their benefits and resolve issues
- Assisted with enrollment and benefit inquiries, ensuring compliance with regulatory guidelines
- Resolved billing discrepancies, guided members through the claims process, and provided status updates on claims
- Delivered exceptional customer service in a high-pressure, fast-paced remote environment, maintaining a 95% customer satisfaction rate
Remote Customer Care Representative (Healthcare)
UnitedHealth Group
03.2016 - 04.2019
- Delivered outstanding customer service via phone, email, and chat, assisting members with their healthcare plans and policies
- Advised clients on selecting healthcare plans, helping them understand their coverage, and offering solutions to any issues or concerns
- Collaborated with cross-functional teams to resolve escalated issues, ensuring member satisfaction and retention
- Managed sensitive health-related information and supported members with access to healthcare resources
- Achieved top-tier performance metrics for call resolution, customer satisfaction, and response time
Education
Bachelor of Science - Health Administration
Dallas College
Dallas, TX05-2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem Solving
- Patience
- HIPAA Compliance
- Insurance Knowledge
- Scheduling
Languages
English
Full Professional
Timeline
Customer Service Representative (Healthcare)
Texas Health Resources
12.2022 - 02.2025
Remote Healthcare Support Specialist
CarePlus Health Plan
07.2019 - 10.2022
Remote Customer Care Representative (Healthcare)
UnitedHealth Group
03.2016 - 04.2019
Bachelor of Science - Health Administration
Dallas College
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