Joycelynn Scott
Houston,TX
Summary
Results-oriented Customer Service Representative with over 10 years of experience delivering exceptional customer support. Known for my strong commitment to customer satisfaction, I excel at resolving inquiries efficiently, building positive client relationships, and ensuring a seamless customer experience. With excellent communication skills, problem-solving abilities, and an analytical mindset, I am driven to provide the highest level of service to clients and contribute to the success of the team and organization.
Overview
7
7
years of professional experience
Work History
Benefit Enrollment Specialist
Adapt Health
03.2022 - Current
- Provide expert guidance and support to employees during benefit enrollment process to ensure accuracy and maximize utilization of available benefits.
- Provide excellent customer service by promptly responding to client inquiries and resolving any issues or concerns.
- Coordinate with insurance providers to resolve any issues or discrepancies related to benefit enrollment.
- Maintain a high level of confidentiality when handling employee benefit information.
- Assist clients in understanding and navigating the complex healthcare system to ensure they receive the appropriate benefits and services.
- Prepared reports to document changes in employee benefits status.
Claim Specialist
Banner Healthcare
05.2019 - 03.2022
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed large volume of medical claims on daily basis.
- Collaborate with healthcare providers to ensure accurate and timely submission of medical claims.
- Analyze and evaluate claims data to identify trends and patterns, and make recommendations for process improvements to reduce claim denials and improve processing time.
- Identify and resolve complex claim issues by conducting thorough research and analysis, ensuring timely resolution and customer satisfaction.
- Utilize claims management software to track and monitor the status of medical claims, ensuring prompt resolution and accurate payment.
Customer Service Representative
AppleOne
02.2017 - 07.2018
- Handled incoming calls from members and providers regarding claim status, PPO participation as well as benefits and eligibility.
- Maintained departmental performance metrics at a meets or exceeds expectation level.
- Worked together as a team and applied the Aetna Core Values in day-to-day operations.
- Provided exceptional customer service and resolved any issues or concerns to ensure customer satisfaction and retention.
- Delivered exceptional customer service by actively listening, understanding customer needs, and providing timely and accurate solutions.
Education
High School Diploma -
Dulles High School
Sugar Land, TX05-2012
Skills
- Leadership
- Problem Solving
- HIPAA Compliance
- Data Entry
- Medical Terminology
- Client Relationship Management
- Team Leadership
- Communication
- Microsoft Suite
Timeline
Benefit Enrollment Specialist
Adapt Health
03.2022 - Current
Claim Specialist
Banner Healthcare
05.2019 - 03.2022
Customer Service Representative
AppleOne
02.2017 - 07.2018
High School Diploma -
Dulles High School