JOY SEBASTIAN

Handled calls on five nine systems, ensuring HIPAA compliance for reservation processes. Coordinated medical transportation bookings, facilitating timely travel to and from healthcare facilities. Utilized RideCo, Reveal Link, and CMS systems to streamline non-emergency transport operations.

• Operated transportation equipment to ensure efficient service delivery.
• Monitored vehicle performance and reported maintenance issues promptly.
• Coordinated schedules and routes for optimal operational efficiency.

• Managed inbound member calls, resolving inquiries efficiently and significantly decreasing average response time.
• Handled member inquiries, processed payments, and managed claims, contributing to higher levels of customer satisfaction.
• Provided empathetic assistance to members, ensuring their concerns were addressed promptly and enhancing overall customer satisfaction.
• Enhanced customer engagement through proactive outreach, leading to noticeable gains in member retention and satisfaction.
• Resolved incomplete applications by obtaining missing information, facilitating seamless processing and improving record accuracy.
• Reviewed incomplete applications and proactively contacted members for missing information, significantly reducing processing delays.
• Worked closely with team members to streamline claims processing, improving workflow and reducing turnaround times for policy claims.
• Documented interactions in CRM, maintaining comprehensive member records and supporting team collaboration.
• Accurately entered case notes in CRM for all member interactions, maintaining thorough records that facilitated seamless follow-ups.

• Entered claimant claims for worker compensation to facilitate timely processing
• Documented claims in Excel for effective tracking and management
• Downloaded worker compensation files into company database for streamlined access

• Answered phones for clients, claimants, attorneys, insurance agencies regarding worker compensation, auto, and general liability claims, ensuring accurate information delivery
• Located claims and provided claim numbers, adjuster information, and payment details, facilitating timely responses for stakeholders
• Emailed required documents to claimants for their claims, supporting efficient claims processing
• Worked with Excel, Word, Finesse, Jabber, and Risx Facs

• Answered phones, managed retention efforts, processed payment connections and disconnections, and provided technical support for cable, internet, and phone services
• Assisted customers with inquiries and resolved issues efficiently.
• Utilized call management systems to track customer interactions.
• Provided product information to enhance customer understanding and satisfaction.

• Collaborated with families to identify strategies for at-risk youth, providing academic support and mentorship
• Supported troubled youth ages 14-24 by managing case documentation and tracking individual progress
• Recorded and analyzed client progress in ETO system to inform treatment plans and enhance service delivery

• Provided daily care for elderly and disabled patients in a residential setting.
• Provided meal preparation, house cleaning, bathing, diaper changes, and medication administration to maintain patient hygiene and well-being
• Transported patients to doctor appointments, grocery shopping, and prescription pickups to ensure access to essential services

• Greeted customers as front end lead and coordinated employee lunches and breaks
• Answered phones and provided customer service while handling money and processing sales
• Closed cash registers securely at end of each shift to ensure accurate financial reporting