Jodi Chuck
Plantation,USA
Summary
Results-driven professional with experience in sales, marketing, management, telecommunications, and healthcare customer service. Skilled in IT systems, EMR implementation, cold calling, and call center operations. Seeking a fast-paced environment that fosters advancement while delivering exceptional customer service and leadership.
Overview
1
1
Certification
3
3
years of post-secondary education
17
17
years of professional experience
Work History
Customer Service Advocate
Mirra Health Care
08.2025 - Current
- Delivered exceptional customer service by promptly responding to inquiries and resolving issues, contributing to increased customer satisfaction.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time
- Handle inbound calls from Medicare beneficiaries regarding prescription drug coverage and eligibility.
- Addressed complex benefit questions, resolved issues, and provided empathetic support to enhance customer experience.
- Built strong relationships with customers through active listening and empathy, resulting in a decrease in customer complaints
- Managed calls on behalf of the client to resolve billing and payment issues using established work queues and call pools.
- Call providers to set appointments for members and advocate for members to get results, referral and prior authorization.
- Resolved ID card issues for customers by providing accurate information and guidance.
- Schedule, reschedule, and cancel appointments across various departments and specialties using electronic health record (EHR) and scheduling systems.
- Verify insurance eligibility and obtain necessary authorizations or referrals when re
- Authorization Management Submit, track, and secure prior authorizations for procedures, medications, and specialist referrals in a timely manner.
- Accurately enter and update insurance information and authorization approvals into the Electronic Health Record (EHR) system
- Ensure all insurance data complies with HIPAA regulations and clinical confidentiality policies to protect patient
Customer Service Representative
Marathan TS- Call Center
Plantation, USA
08.2024 - 08.2025
- Answer incoming phone calls from veterans, spouse, and active duty service members and identify the type of assistance the provider needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Resolved issues on first call by navigating appropriate systems to identify issue status and providing effective responses to members and providers through clear communication.
- Delivered information and addressed questions positively and compassionately to build relationships with providers and enhance customer service experience.
- Deliver all information and questions in a positive, conversational and compassionate manner to facilitate developing a relationship with the provider, while providing the best customer service experience possible
- Provided accurate information about products and services in remote call center, ensuring customers received reliable support.
- Coordinated with internal teams to facilitate timely delivery of medical supplies.
- Communicate complex information in a simple, confident, and empathetic way
- Troubleshoot basic website navigation and technical issues (browser, cache, logins)
- Navigate multiple systems simultaneously while maintaining quality and accuracy
Customer Service Representative
CVS Health
Sunrise, USA
08.2022 - 08.2024
- High school diploma/ GED with six year of customer service experience.
- Experience with documentation system to track inquiries generated and received. Strong working knowledge of Microsoft Word required.
- Determined, analyzed, and solved problems related to benefits, claims processing, appeals, enrollment, and billing issues while balancing multiple tasks and meeting production and quality standards.
- Ability to interpret all CDPHP's health plan contract language, riders, schedules. Demonstrated ability to effectively communicate on a verbal and written basis using appropriate grammar, spelling, punctuation, and sentence structure is required with members, providers, marketing, pharmacists, governmental agencies, and other persons associated with CDPHP on the phone, written correspondence and/or face-to-face/zoom while maintaining a professional approach is required.
- Strong attention to detail and capability to meet established quality and productivity standards. Ability to complete system updates.
- Focus on resolving issues on the first call, navigate through the appropriate computer system(s) to identify the current status of the issue and provide appropriate response to caller.
- Deliver all information and questions in a positive, conversational and compassionate manner to facilitate developing a relationship with the provider, while providing the best customer service experience possible
- Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
- Strong knowledge of medical terminology, ICD-10, and clinical/medical practice operations.
- Proactively engage potential patients through inbound and outbound calls on a dialer, answering questions, building trust, and guiding them through the enrollment
- Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
- Overall acts as an advocate for new and existing clients.
- Billing: Process member payments, address billing inquiries, and resolve billing discrepancies.
- Member Information Updates: Update member information accurately and promptly, including addresses, phone numbers, beneficiaries, and employment details.
- Policy Terminations and Reinstatements: Handle policy termination requests, process policy terminations effectively, and assist with policy reinstatements.
- ID Card Ordering: Process ID card orders efficiently, ensure timely delivery, and address any ID card-related concerns.
- Schedule, reschedule, and cancel appointments across various departments and specialties using electronic health record (EHR) and scheduling systems.
- Verify insurance eligibility and obtain necessary authorizations or referrals when required.
- Confirm appointments and provide pre-visit instructions to patients.
- Coordinate appointment times based on provider availability, patient needs, and clinic flow.
- Utilized transportation software like Uber and Lyft, and business technology like Five9, Salesforce, and Zendesk to complete trip requests efficiently.
- Coordinated transportation logistics for passengers and clients, ensuring timely arrivals.
- Maintain compliance with HIPAA and all applicable federal and state regulations.
- Collaborate with clinical staff to ensure seamless patient care and scheduling accuracy.
- Addressed patient inquiries and escalated issues to the appropriate department.
- Responsible for ensuring that members receive accurate and complete information.
- Conduct outbound calls to potential clients, qualifying leads based on their needs and eligibility.
- Engage in meaningful conversations to understand clients' situations and explain the value of our Medicaid planning services.
- Schedule qualified appointments for Benefits Advisers to deliver tailored presentations.
- Educate beneficiaries on how the plan works, including benefits, cost sharing and levels of coverage.
- Submit mail requests for beneficiaries such as ID cards and formularies.
- Look up medicines on the formulary to verify if they are covered, the tier and copay level, and if a drug is not covered, provide an explanation as to why.
- Understands CMS Guidance and ensures applicable exhibits are being mailed per CMS Guidance.
Customer Service Representative
Connection Point
Sunrise, USA
03.2019 - 08.2022
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Focus on resolving issues on the first call, navigate through the appropriate computer system(s) to identify the current status of the issue and provide appropriate response to caller
- Deliver all information and questions in a positive, conversational and compassionate manner to facilitate developing a relationship with the provider, while providing the best customer service experience possible
- Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handled customer complaints, provided appropriate solutions and alternatives within time limits, and followed up to ensure resolution.
- Virtually assist customers and other advisors over the phone, email, and on the web with billing/insurance verification, product, or service questions
- Ensured effective communication by managing all inbound and outbound calls.
- Proactively identify solutions to questions anticipated by our customers having in each interaction
- Take a hands-on approach to resolving every issue, owning it from start to finish or partnering with pharmacist and pharmacy staff if clinical advisement is necessary
- Provide best-in-class service experience for our customers while working in a fast-paced environment
- Assisted customers with inquiries about insurance, copays, and shipping needs
- Provide our customers with technical support when navigating pharmacy.amazon.com
- Serve customers in a timely manner to ensure we are maximizing our relationship with them
- Understand each interaction is about more than solving a single problem, but an opportunity to build a long-term relationship
FI (overnight Part-time)
Walmart
Sunrise, USA
01.2019 - 12.2019
- Deliver great customer service, communicating, interacting with all customers.
- Ensured store met customer satisfaction standards through attention to detail. and ensure all tasks are completed effectively.
- Performed stock duties by receiving, sorting, and labeling incoming merchandise for easy access. include multitasking, Receiving, Sorting and Labeling of incoming merchandise.
FI (full Time)
Metro PCS
Cooper City, USA
01.2016 - 01.2019
- Exceeded sales goals by up to 80% and contributed to sales growth of up to 70%.
- Provides a total sales solution to the customer regarding their wireless/mobility needs that includes: selling the value for Metro by T-Mobile devices, accessories and service plans, maximizing customer connections, saving the customer money, personalizing the customer experience, protecting their investment
- Delivering an outstanding store experience that improves customer loyalty and strengthens the Metro by T-Mobile Brand. Meets or exceeds key performance objectives that include sales and customer satisfaction goals. Makes certain accurate customer account set-up so they are ready to use when leaving the store.
- Resolved customer billing and technical issues by identifying appropriate solutions.
- Finished all required courses in the curriculum path within specified time frames.
- Complies with all operational policies and procedures including the Code of Conduct. Responsible for Opening and closing the store
- Executed various customer service tasks to enhance customer satisfaction. to include Multitasking - Managing and disseminating phone call inquiries , cashiering as required, Receiving, Sorting and labeling of incoming merchandise.
Retail Sales Associate
Sears
Plantation, USA
01.2010 - 12.2016
- Performed various duties as a sales consultant and supervisor. Sales Consultant Supervisor, Cashier, opening /closing duties, weekly
- Achieved top sales ranking among representatives on the Matrix platform. representative on Matrix platform known as Elite (top 13 employees out of 300)
- Maintained client base and developed new customers, recognized as Employee of the Year
Education
Diploma -
Plantation High School
Plantation 08.2009 - 06.2012
Skills
- QuickBooks
- Microsoft Office
- Phone customer support
- Health insurance policies
- Inventory management
- Microsoft Word
- Telephone systems
- Working with seniors
- Online customer support
- Handling customer exchanges
- Medical specialties knowledge
- Schedule management
- Customer relationship management
- Working with people with disabilities
- Order inquiry handling
- Zendesk
- Time management
- Intake
- Data management
- Customer communication
- Client account management
- VPN
- Conflict de-escalation
- Research
- Outbound sales
- Phone client interaction
- Medical billing regulations compliance
- Task prioritization
- Video conferencing software
- Maintaining patient confidentiality
- Older adults
- Windows
- Call center agent experience
- Writing skills
- Appointment scheduling
- ServiceNow
- Insurance claims management
- Live chat
- Retail support experience
- EHR systems
- Health information regulatory compliance
- Phone call management
- Zendesk Sell
- Customer training
- Data collection
- Citrix
- Brand representation
- Employee relationship building
- Customer issue escalation
- Large enterprise client interaction
- HIPAA
- Customer engagement
- Medical office experience
- Warehouse experience
- Adobe Acrobat
- Healthcare billing knowledge
- Productivity software
- Customer support experience (6-10 years)
- Customer acquisition strategies
- Conflict resolution techniques
- Providing product information
- Order fulfillment
- Microsoft Teams
- Customer service
- Clerical experience
- Clinical confidentiality policies
- Medicare
- Accounts payable
- Managed care
- Management
- Organizational skills
- Customer engagement initiatives
- Medical billing
- Communication skills
- Senior care
- Order processing
- Contracts
- Quality data entry
- Computer operation
- Microsoft Outlook
- Medical coding knowledge
- Healthcare client relations
- Google Workspace
- SharePoint
- Mobile devices
- Telecom support experience
- Customer support improvement
- Technical troubleshooting support
- Spanish
- Desktop applications
- Data entry
- In-person support
- Epic
- Video conferences (communication methods)
- Ethernet
- Analysis skills
- Customer returns handling
- Patient services coordination
- Medical terminology
- ICD-10
- Inside sales
- Billing issue inquiries
- Help desk
- Customer support specialist experience
- Conflict management
- NextGen
- Extensive customer support
- Managing customer accounts
- Detail orientation
- Phone etiquette
- Data structures
- Inpatient care
- Fax machines
- Customer retention
- Healthcare terminology
- Benefits verification
- Claims resolution
- EHR management
- Effective communication
- Data entry accuracy
- Active listening
- Problem-solving
- Inbound and outbound calling
- Appointment setting
- Call center experience
- Professional telephone demeanor
- Positive demeanor
- Data management
- Patient support
Certification
Driver's License
Languages
- English
- Multilingual
Additional Information - Authorized To Work
- English
- Multilingual
Timeline
Customer Service Advocate
Mirra Health Care
08.2025 - Current
Customer Service Representative
Marathan TS- Call Center
08.2024 - 08.2025
Customer Service Representative
CVS Health
08.2022 - 08.2024
Customer Service Representative
Connection Point
03.2019 - 08.2022
FI (overnight Part-time)
Walmart
01.2019 - 12.2019
FI (full Time)
Metro PCS
01.2016 - 01.2019
Retail Sales Associate
Sears
01.2010 - 12.2016
Diploma -
Plantation High School
08.2009 - 06.2012