JOSEPH GRADEN
Los Angeles,CA
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Insight Global
09.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
Consumer Advocate
Sunfire
08.2023 - 03.2024
- Confirmed beneficiary demographics to confirm identity and pass disclosure.
- Answered questions on current coverage and assessed beneficiary needs.
- Reviewed enrollment guidelines to determine enrollment period eligibility.
- Made conference calls to connect with licensed agent and with medical offices to schedule to schedule beneficiary services.
- Made recommendations on plans and services based on coverage.
- Provided superior customer service by following upt o ensure beneficiary satisfaction and continue application enrollment.
Dual Customer Service Representative
Maximus
10.2020 - 07.2023
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
- Proactively identified potential fraud or abuse cases by vigilantly monitoring account activity and reporting suspicious behavior.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Confirmed beneficiary demographics to confirm identity and pass disclosure
- Used active listening skills to assess the beneficiary's needs.
- Reviewed EHR system to maintain beneficiary account demographics and made corrections as necessary.
- Used online platform to answer questions related to different types of plans and claims questions.
- Enrolled beneficiaries into Medicare advantage, prescription drug plans, original Medicare, Supplemental plans using an application process while reviewing coverage for services and items that the beneficiary uses.
Associate
Walmart
12.2016 - 12.2019
- Leveraged various software applications to complete tasks
- Participated in cross-functional training sessions to enhance knowledge and skills within organization
- Helped with onboarding process of new team members, fostering positive and collaborative work environment
- Answered questions via telephone, email or in-person interactions
- Displayed strong leadership skills by delegating tasks and providing guidance to junior team members
- Used POS system to scan customer purchases, calculate prices and process transactions
- Maintained high level of attention to detail, driving accuracy and quality in all deliverables
- Utilized strong problem-solving abilities to identify and resolve complex issues
Education
AA - Medical Office Administration
Ultimate Medical Academy
Clearwater, FL05.2018
Skills
- Customer service
- HIPAA compliance
- Multitasking and organization
- Strong empathy
- Patient registration
- Data entry
- Medical terminology
- Phone and email etiquette
- Verbal and written communication
- Appointment scheduling
- Records maintenance
- Electronic health records
- Insurance verification
Timeline
Patient Access Representative
Insight Global
09.2024 - Current
Consumer Advocate
Sunfire
08.2023 - 03.2024
Dual Customer Service Representative
Maximus
10.2020 - 07.2023
Associate
Walmart
12.2016 - 12.2019
AA - Medical Office Administration
Ultimate Medical Academy
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