Justin Scott
Houston,TX
Summary
Customer Service and Healthcare Support Professional with 7+ years of experience across healthcare member services, insurance support, Medicare assistance, claims resolution, enrollment, and client relations. Skilled in benefits explanation, CRM documentation, billing support, issue resolution, and customer retention within high-volume environments. Recognized for strong communication, problem-solving, and the ability to build trust while delivering accurate and compliant service.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Community Health Choice
Houston, Texas
09.2025 - Current
- Assisted healthcare members with enrollment, billing, claims, and benefits-related inquiries, enhancing member experience in high-volume call center.
- Explained healthcare plans, coverage details, and member eligibility clearly, ensuring members understood their options and benefits.
- Resolve complex member concerns while maintaining professionalism, empathy, and compliance standards.
- Documented customer interactions and updates accurately in CRM systems, maintaining comprehensive records for effective follow-up.
- Collaborate with internal departments to resolve escalated issues efficiently and improve member satisfaction.
Customer Service Representative
Optum
Houston, TX
11.2024 - 02.2025
- Assisted customers through enrollment processes, ensuring accurate documentation and timely processing to facilitate seamless access to healthcare benefits.
- Supported members with healthcare enrollment, benefit questions, and account updates.
- Managed ordering and tracking of home test kits, resolving delivery and account issues to enhance customer satisfaction.
- Reduced follow-up inquiries by providing clear communication and detailed issue resolution.
- Maintained accurate member records and data entry, supporting compliance and audit readiness for improved operational integrity.
Customer Service Representative
Elevance Health
Houston, TX
08.2023 - 08.2024
- Resolved complex Medicare, claims, billing, and benefits inquiries, ensuring high service standards were maintained.
- Assisted members with payment issues, policy information, and claims-related questions.
- Guided members through online account access, website navigation, and enrollment processes.
- Investigated and resolved member complaints by identifying root causes and coordinating solutions across departments.
- Maintained detailed CRM documentation for all customer interactions and escalations.
- Supported voluntary benefits education and enrollment by identifying customer needs and explaining available options.
- Coordinated with billing and clinical teams to address and resolve member concerns.
Customer Experience Agent
Percepta
Houston, TX
06.2021 - 05.2023
- Handled escalated customer concerns with professionalism, utilizing active listening and problem-solving skills.
- Delivered customer support and resolved issues, fostering positive client relationships.
- Assisted customers with product information, account concerns, and service-related inquiries.
- Identified opportunities to enhance customer experience and support customer retention efforts.
- Documented customer interactions and account updates within CRM systems.
Deputy Tax Collector
Colorado County
Columbus, TX
11.2016 - 11.2019
- Reviewed records and researched discrepancies to ensure accuracy in transaction processing.
- Processed title and tax-related documentation while ensuring accuracy and legal compliance.
- Assisted public with tax, title, and registration inquiries to provide clear guidance and support.
- Managed high-volume administrative tasks to consistently meet processing deadlines.
- Maintained confidentiality of sensitive customer and financial information.
Education
Columbus High School
Columbus, TXSkills
- Customer relationship management
- CRM systems
- Customer support techniques
- Effective communication
- Active listening
- Emotional intelligence
- Team collaboration
- Problem solving
- Microsoft Excel
- Microsoft teams
- Data analysis
- Software troubleshooting
- Process improvement
- Compliance standards
- Product knowledge
Timeline
Customer Service Representative
Community Health Choice
09.2025 - Current
Customer Service Representative
Optum
11.2024 - 02.2025
Customer Service Representative
Elevance Health
08.2023 - 08.2024
Customer Experience Agent
Percepta
06.2021 - 05.2023
Deputy Tax Collector
Colorado County
11.2016 - 11.2019
Columbus High School