Jessica Branch
Arlington,TX
Summary
Compassionate and dependable Customer Care Representative with experience supporting members in high-volume, fast-paced environments. Known for delivering empathetic, calm, and professional communication during emergency and non-emergency situations while maintaining accuracy and confidentiality. Skilled in real-time documentation, multitasking across multiple systems, and following strict protocols to ensure member safety and satisfaction. Highly adaptable, detail-oriented, and committed to providing reliable, patient-focused, and solution-oriented support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Healthcare Group
Remote USA
12.2022 - 01.2026
- Answer incoming customer calls and provide professional support.
- Verify customer information while maintaining confidentiality.
- Assist customers with questions, concerns, and problem resolution.
- Explain services, benefits, and account information clearly.
- Enter call notes and update customer records in real time.
- Talk and type while navigating multiple systems.
- Troubleshoot issues and escalate when needed.
- Maintain calm, empathetic communication in stressful situations.
- Follow company policies, scripts, and compliance guidelines.
- Meet quality, accuracy, and customer service goals.
Care Center Representative
Arlington Memorial Hospital
Dallas, TX
07.2019 - 10.2022
- Answer incoming emergency and non-emergency calls while following established protocols to assess needs and determine priority response.
- Monitor a high volume of medical alerts and alarms, providing calm, reassuring support during stressful situations.
- Deliver empathetic customer service while ensuring members feel supported, respected, and heard.
- Record detailed call notes, dispatch actions, and updates into systems in real time while maintaining focus and accuracy.
- Communicate clearly and professionally with members, caregivers, and emergency contacts.
- Verify and update customer information to maintain accurate and up-to-date records.
- Assist members with troubleshooting alarm equipment and escalate issues for maintenance when needed.
- Maintain confidentiality when handling sensitive medical and personal information.
- Balance talking and typing simultaneously while navigating multiple systems efficiently.
- Consistently meet performance, quality, and compliance standards.
Customer Service Representative
HealthPlus Member Services
Remote
03.2016 - 04.2019
- Managed high-volume inbound calls, providing patient, respectful customer assistance.
- Resolved member inquiries and service issues using a solution-focused and professional approach.
- Entered accurate documentation into CRM systems while speaking with customers.
- Demonstrated reliability and strong attendance in a remote work environment.
- Assisted members with account updates, general troubleshooting, and service guidance.
- Maintained positive customer satisfaction results through professional communication and follow-up.
Education
Bachelor of Science - Health Administration
Dallas College
Dallas, Texas, TX05-2022
Skills
- Emergency & Non-Emergency Call Handling
- Compassionate Member Support
- Empathy & Active Listening
- High-Volume Call Management
- Real-Time Documentation & Data Entry
- Multi-Screen Navigation & Multitasking
- Customer Information Verification & Updates
- Problem Solving & Troubleshooting
- De-escalation & Calm Communication
- Confidential Data & HIPAA Awareness
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Strong Written & Verbal Communication
- Typing Speed: 45 WPM
- Microsoft Office Suite
- Multi-system navigation
- Remote work technology & communication tools
Certification
- Basic Life Support (BLS)
- HIPAA & Confidentiality Compliance Training
- Customer Service Excellence Training
Timeline
Customer Service Representative
United Healthcare Group
12.2022 - 01.2026
Care Center Representative
Arlington Memorial Hospital
07.2019 - 10.2022
Customer Service Representative
HealthPlus Member Services
03.2016 - 04.2019
Bachelor of Science - Health Administration
Dallas College