Leslie Leon
Meriden
Summary
Remote customer service representative with over 6 years of providing support to customers via phone, chat, and email. Expertise in delighting customers with timely, accurate, and personable service. Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Rep II
Elevance
03.2021 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Remote Customer Service Representative
UnitedHealthcare
05.2019 - 01.2020
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Sales Associate
Athenahealth
04.2016 - 12.2018
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
GED -
Harding High School
Bridgeport, CT06-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Microsoft Excel
- Computer proficiency
- Microsoft outlook
- Follow-up skills
- Documentation
- Prioritization
- Building rapport
- Dispute resolution
- Customer education
- Clerical support
- CRM software
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Medical terminology
- Call center experience
- Claims processing
- Medical billing
- Empathy and patience
- Healthcare industry
- EHR management
- Patient eligibility verification
- Insurance claims follow-up
- EMR
- Insurance billing
- Problem-solving
Accomplishments
Consistently exceeding customer satisfaction goals, resolving complex issues efficiently, and proactively indemnifying opportunities for improvement, all while maintaining a high level of professionalism and communication.
Timeline
Remote Customer Service Rep II
Elevance
03.2021 - 10.2024
Remote Customer Service Representative
UnitedHealthcare
05.2019 - 01.2020
Sales Associate
Athenahealth
04.2016 - 12.2018
GED -
Harding High School
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