LeAndra Robinson
Canal Winchester,OH
Summary
Proven in enhancing customer satisfaction and streamlining operations, I excelled at CVS Health/Aetna Inc. by leveraging my expertise in health insurance plan knowledge and exceptional customer support skills. Achieved significant improvements in patient service and operational efficiency, demonstrating a strong ability to address customer needs and maintain HIPAA compliance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems, and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.
Overview
11
11
years of professional experience
Work History
Health Concierge
CVS Health/Aetna Inc.
05.2017 - Current
- Helped members navigate enrollment process and choose appropriate options.
- Assisted individuals, families and small businesses with acquiring health, vision and dental insurance.
- Handled more than 30 daily inbound calls from health plan customers.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Maintained full and current understanding of available plans, products and services.
- Resolved problems related to benefits, eligibility and claims.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to inquiries by directing calls to appropriate personnel.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Verified patient insurance eligibility and entered patient information into system.
Customer Service Representative
Eddie Bauer Fulfillment Services
11.2015 - 05.2017
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences for more than 60 customers per day.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
JCPenney Logistics Center
01.2014 - 06.2015
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices for over 30 incoming calls per day.
Education
High School Diploma -
Mansfield Senior High School
Mansfield, OH06.1995
Skills
- Insurance Verification
- Data entry proficiency
- Office Administration
- Patient confidentiality
- Health insurance plan knowledge
- Copay and premium expertise
- Health Promotion
- HIPAA Compliance
- Call Center Operations
- Customer Assistance
- Upselling skills
- Customer Support
- Research abilities
- Sales expertise
Timeline
Health Concierge
CVS Health/Aetna Inc.
05.2017 - Current
Customer Service Representative
Eddie Bauer Fulfillment Services
11.2015 - 05.2017
Customer Service Representative
JCPenney Logistics Center
01.2014 - 06.2015
High School Diploma -
Mansfield Senior High School
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