Keshia Bass
Buffalo,NY
Summary
Driven Medicare Customer Service Representative with a proven track record at Univerahealthcare, enhancing customer satisfaction through expert resolution of inquiries and efficient problem-solving. Excelled in call center operations, demonstrating superior Medicare knowledge and complaint handling skills. Achieved and often exceeded department goals, significantly reducing call handling times by mastering policy understanding and utilizing advanced data entry proficiency.
Overview
9
9
years of professional experience
Work History
Medicare Customer Service Representative
Univerahealthcare
06.2015 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
- Streamlined claim processing for quicker reimbursements, diligently reviewing submitted documentation.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
- Served as a reliable resource for colleagues seeking assistance or clarification on complex cases or policy changes.
- Ensured compliance with all applicable laws and regulations, staying up to date with changes in policy and reporting requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Philosophy
SUNY At Buffalo
Buffalo, NYMedical Coding Certificate - Medical Coding
Buffalo Center For Arts And Technology
Buffalo, NY12.2014
Skills
- Call center experience
- Data entry proficiency
- Medicare knowledge
- Complaint Handling
- Customer service expertise
- Policy understanding
- Conflict resolution techniques
- Analytical Reasoning
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Medical terminology knowledge
- Policies and Procedures Adherence
- Professional telephone demeanor
- De-Escalation Techniques
- Complaint resolution
- MS Office
- Issue and Complaint Resolution
- Product and service knowledge
- Work Prioritization
- Microsoft Office
- Customer Relations
- Call Center Operations
- Call Documentation
Timeline
Medicare Customer Service Representative
Univerahealthcare
06.2015 - Current
Philosophy
SUNY At Buffalo
Medical Coding Certificate - Medical Coding
Buffalo Center For Arts And Technology
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