JESSICA BURTON
Raleigh,NC
Summary
Accomplished and energetic customer service representative with a solid history of achievement in the call center environment. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include Microsoft office, medical terminology and troubleshooting Skills Clerical Critical thinking
Overview
7
7
years of professional experience
Work History
Health and Welfare Coordinator
Fidelity InvestmentS
07.2019 - Current
- Confer with customers by telephone to provide information about benefits through employers
- Explained employer benefits to employees in regards to insurance, disability and purchased time off
- Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data
- Answered inbound calls from existing and past employees to answer inquiries and discuss insurance options.
- Educated clients about health insurance coverage options, benefits and costs.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Used Focuspoint and Hobs software to process benefit transactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Customer service representative
Blue Cross and Blue Shield of North Carolina
05.2016 - 03.2017
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Review insurance policy to determine coverage
- Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software (facets and service first)to manage interactions and track customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Patient Recruiter
Wake Research Associates
06.2018 - 12.2018
- RESPONSIBLE FOR IMPLEMENTATION AND COORDINATION OF ALL PATIENT RECRUITMENT A PATIENT DATABASE MANAGEMENT FOR A GROWING CLINICAL AND RESEARCH SITE
- ALSO RESPONSIBLE FOR FIELDING ALL PATIENT PHONE SCREENING AND INPUT/REGULARLY UPDATE ALL PATIENT INFORMATION INTO THE PATIENT DATABASE IN ORDER TO ENSURE THE MOST ACCURATE DATABASE POSSIBLE.
- Utilized social media sites to recruit new employees.
Account Executive
ProImprint
06.2017 - 04.2018
- Plan and prepare advertising and promotional material to increase sales of products or services, working with customers, company officials, sales departments and advertising agencies
- Direct, motivate, and monitor the mobilization of a campaign team to advance campaign goals
- Manage sales team including setting goals, providing incentives, and evaluating employee performance
- Executed successful sales strategies to convert leads into customers.
- Prepared additional quotes for current clients to upsell products and services
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
Education
Associate Of Applied Arts - Psychology
Wake Technical Community College
Raleigh, NCHigh School Diploma - undefined
Southeast Raleigh High School
Raleigh, NCSkills
- Office Operations
- Health Insurance Industry Knowledge
- Customer Relations
- Training Programs
- Customer Care
- Medical Terminology
- HIPPA
- Phone Systems
- Investigate Claims
- Time Management
- Adobe Systems Adobe Acrobat
- Call Volume and Quality Metrics
- Citrix
- Critical Thinking
- Sales Quota Achievement
- Sales Strategies Implementation
Timeline
Health and Welfare Coordinator
Fidelity InvestmentS
07.2019 - Current
Patient Recruiter
Wake Research Associates
06.2018 - 12.2018
Account Executive
ProImprint
06.2017 - 04.2018
Customer service representative
Blue Cross and Blue Shield of North Carolina
05.2016 - 03.2017
Associate Of Applied Arts - Psychology
Wake Technical Community College
High School Diploma - undefined
Southeast Raleigh High School