Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Karen Rezabek

Wesley Chapel

Summary

Customer Specialist with a strong focus on delivering quality service and resolving issues promptly. Demonstrates proficiency in communication and attention to detail in high-pressure, high-volume call environments. Expertise in collections, effectively managing past-due accounts while ensuring customer satisfaction. Results-driven professional dedicated to achieving team goals and enhancing overall performance.

Overview

7
7
years of professional experience

Work History

Medicare Billing Specialist

Aetna
Tampa
01.2025 - Current
  • Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
  • Resolved non-routine issues like third party billing, computer system and customer service issues.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
  • Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Achieved cost-savings by developing functional solutions to problems.

Market Manager Coordinator

Homee Inc.
Tampa
06.2018 - Current
  • Networked in market to build partnerships and connections with prospects.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Educated customers on promotions to enhance sales.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.

Health Insurance Representative

Meritain Health
Tampa
02.2020 - 11.2020
  • Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Scanned, received and sent faxes to appropriate departments, including insurance claims, co-pay assistance information and patient documentation.
  • Explained features, disadvantages and advantages of various policies to promote insurance sales.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.

Education

High School Diploma -

Mount Pleasant High School
Providence, RI
5 1984

Skills

  • Client communication and support
  • Report preparation and recordkeeping
  • Complaint resolution and error handling
  • Multi-line phone operation
  • Strategic sales expertise
  • Retail management materials
  • Creative problem solving
  • Technical support services
  • Staff training and education
  • Budgeting and allocation strategies
  • Credit card processing skills
  • Inbound and outbound calling proficiency
  • Administrative support functions
  • Service standard compliance knowledge
  • Shipping procedures expertise
  • Active listening skills
  • Professional telephone etiquette
  • Insurance verification processes
  • Regulatory compliance
  • Customer relationship management

Accomplishments

  • Resolved product issue through consumer testing.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Medicare Billing Specialist

Aetna
01.2025 - Current

Health Insurance Representative

Meritain Health
02.2020 - 11.2020

Market Manager Coordinator

Homee Inc.
06.2018 - Current

High School Diploma -

Mount Pleasant High School

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