Summary
Overview
Work History
Education
Skills
Timeline
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Karen Dickson-Griffiths

Summary

Enthusiastic Member Engagement Representative motivated to work with patients, families and care teams efficiently. Friendly, adaptable and collaborative professional with over 10 years of experience in virtual customer support, customer resolutions, and call center support. I am excited to bring my proven skills and customer enthusiasm to Imagine 360..

Overview

26
26
years of professional experience

Work History

Member Engagement Representative

Avmed Healthcare
10.2021 - Current


  • Resolved patient inquiries and issues efficiently, ensuring a positive customer experience.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provide updates regarding medical prior authorizations.

Pharmacy Technician

Walmart
08.2015 - 10.2021
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Communicated with patients to collect information about prescriptions, medical conditions and arrange consultations with pharmacist.
  • Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Processed prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction

Medical Assistant

Dr. Roberto Bermudez
06.2013 - 07.2015
  • Directed patients to exam rooms, fielded questions and prepared for physician examinations.
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Verified appropriate lab couriers picked up collected lab specimens.


Virtual Customer Service Representative

Liveops
02.2000 - 06.2013
  • Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Use computerized system for accessing customers profile and providing information and tracking orders.


Education

Medical Assistant & Pharmacy Tech Certifications -

PiBerry Institute
Homestead, FL
02-2012

High School Diploma -

St. Andrew High School

Skills

  • Certified Medical Assistant
  • Certified EKG Technician
  • Certified Phlebotomy Specialist
  • Pharmacy Technician
  • Conflict resolution expertise
  • Salesforce Platform
  • Genesis System
  • Acuity System
  • OPTUM Program
  • eviCore System
  • Novologix System
  • CRM software proficiency

Timeline

Member Engagement Representative

Avmed Healthcare
10.2021 - Current

Pharmacy Technician

Walmart
08.2015 - 10.2021

Medical Assistant

Dr. Roberto Bermudez
06.2013 - 07.2015

Virtual Customer Service Representative

Liveops
02.2000 - 06.2013

Medical Assistant & Pharmacy Tech Certifications -

PiBerry Institute

High School Diploma -

St. Andrew High School

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Karen Dickson-Griffiths