Joshline Dunn
Baton Rouge,USA
Summary
Achieved significant improvements in productivity by identifying and addressing operational inefficiencies. Enhanced customer data management and team efficiency through effective coordination of IT projects and CRM systems. Elevated customer satisfaction levels by prioritizing quality assurance and communication strategies.
Overview
11
11
years of professional experience
Work History
Healthcare Customer Service Representative
Concentrix
WORK FROM HOME
01.2025 - 09.2025
- Performed detailed data analysis to enhance productivity and optimize resource allocation.
- Facilitated integration of a new CRM system with IT, aimed at improving customer data management and boosting team efficiency.
- Oversaw customer billing operations to optimize satisfaction and service quality. Led quality assurance initiatives to elevate customer experience. Coordinated with cross-functional teams to implement improvements based on customer insights.
- Administered benefit management strategies to enhance workforce engagement and retention.
- Handled phone inquiries to support customer service operations and enhance client satisfaction.
- Implemented communication protocols to ensure clarity and understanding among stakeholders.
- Facilitated work-from-home operations to ensure seamless workflow and communication.
- Handled sensitive patient information in compliance with HIPAA regulations and company guidelines.
- Streamlined process for addressing customer complaints, enhancing overall satisfaction levels.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Customer service Representative
Alorica
Work From Home
12.2024 - 02.2025
- Oversaw billing premium management to enhance financial accuracy and efficiency. Guided teams in addressing late enrollment penalties to improve client satisfaction. Collaborated with stakeholders to optimize billing workflows and reduce errors.
- Oversaw the administration of spending cards to optimize team expenditures. Coordinated with finance to ensure accurate tracking of spending card transactions. Developed guidelines for effective use of spending cards across departments.
- Handled phone inquiries to support client needs and enhance satisfaction.
- Oversaw distribution of benefit cards to ensure timely delivery. Managed activation processes to enhance user experience. Facilitated training sessions on card usage for clients.
- Provided outstanding customer service to foster client loyalty and drive repeat business.
- Resolved customer inquiries promptly to support high levels of customer satisfaction and improve response times.
- Delivered strategic support and mentorship to team members, fostering a positive work environment.
- Implemented solutions to streamline processes and improve productivity.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Documented customer interactions accurately in CRM systems for future reference.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer service Advocate
Humana
Work From Home
05.2021 - 08.2023
- Facilitated client interactions by offering empathetic support, thereby enriching their experience and promoting loyalty through dedicated service.
- Streamlined processes for resolving customer inquiries, contributing to increased satisfaction and retention outcomes.
- Facilitated client support with a focus on compassion, ensuring a positive experience and nurturing loyalty through personalized attention.
- Facilitated effective communication by answering questions and managing calls efficiently.
- Resolved member inquiries and issues promptly, fostering loyalty and trust within the community.
- Achieved timely dis enrollment of Medicare plans, improving client retention rates. Delivered comprehensive support to clients navigating cancellation processes. Optimized communication strategies to enhance client understanding of Medicare dis enrollment.
- Conducted thorough assessments of benefit plans to identify key features and optimize employee utilization.
- Achieved streamlined expense management through effective oversight of spending cards. Enhanced budget adherence by implementing clear usage protocols. Improved interdepartmental collaboration on financial tracking initiatives.
- Coordinated documentation and communication for pharmacy pre-authorization to enhance approval efficiency and patient satisfaction.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Utilized CRM software to document interactions, ensuring accurate record-keeping and follow-up actions.
Claims Processor
Select Quote
Work Fromhome
03.2014 - 07.2016
- Processed insurance claims with high accuracy and efficiency, ensuring timely resolution for clients.
- Reviewed and analyzed claim documentation to verify completeness and compliance with company policies.
- Collaborated with internal teams to streamline workflows, enhancing overall operational efficiency.
- Mentored junior processors in best practices for claims handling and customer service excellence.
- Developed training materials to improve onboarding processes for new team members.
- Facilitated communication between clients and underwriting departments to expedite claim approvals.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Managed workload and priorities to meet claims processing meet deadlines.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Utilized specialized software to process incoming claims, enter data and generate reports.
Education
CNA - undefined
Walker
12.2017
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Follow-up skills
- Medical billing
- Policy adherence
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Strong interpersonal skills
- Patient payment processing
- Insurance claims follow-up
- Patient eligibility verification
- Multitasking and organization
- Customer service
- Insurance billing
- Problem-solving
- Data entry
- Quality assurance
- Payment processing
- Financial procedures adherence
- Team collaboration
- Phone and email etiquette
- Registration and admissions
- Eligibility determination
- Flexible schedule
- Formularies
- Pre-admission requests
- Call screening
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Electronic health records
- Policy understanding
- Conflict resolution
Timeline
Healthcare Customer Service Representative
Concentrix
01.2025 - 09.2025
Customer service Representative
Alorica
12.2024 - 02.2025
Customer service Advocate
Humana
05.2021 - 08.2023
Claims Processor
Select Quote
03.2014 - 07.2016
CNA - undefined
Walker