Medical Science
Loren Horner
Advanced Customer Experience Specialist & Technical Support
Folsom,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical industry and technological field. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Service Desk Associate
Manpower - CGI, IHSS
, CA
05.2023 - Current
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Empathetically assisted a primarily senior demographic in navigating the Electronic Services Portal website, offering patient and clear guidance on its functions and features
- Contributed to enhancing user experience by translating technical processes into relatable terms, demystifying technology and instilling confidence in users to confidently navigate the website's offerings
- Collaborated with cross-functional teams to bridge the gap between technical functionality and user understanding, ensuring smooth adoption in non-tech-savvy user groups
- Diagnosed and resolved hardware, software, and connectivity problems, utilizing troubleshooting expertise to restore optimal functionality
- Skillfully tailored explanations to suit callers' varying levels of technology familiarity, effectively bridging the gap between digital tools and their comfort zone
Customer Support Agent
Amerit Saffing / Maximus
Rancho Cordova, CA
08.2022 - 05.2023
- Efficiently delivered comprehensive program details to callers, acting as a knowledgeable point of contact for inquiries
- Demonstrated a consistent track record of improving customer satisfaction scores by effectively addressing customer concerns, providing excellent service, and resolving issues promptly
- Consistently ensured accuracy and completeness in data gathered from call interactions and reporting them to make process improvements
- Played a key role in enhancing customer experience by offering accurate and concise responses, expediting issue resolution, and fostering a positive impression of the organization's commitment to exceptional service and effective communication
- Proficiently assessed caller queries and skillfully redirected them to the appropriate resources or departments when seeking information beyond the program scope.
Data Entry Operator
Insight Global - Gainwell Technologies
06.2021 - 06.2022
- Diligently ensured the precision and integrity of data inputs by meticulously confirming and validating OCR-generated text, guaranteeing seamless alignment between extracted information and corresponding paper-based fields
- Upheld a demanding workload that involved processing high volumes of data within tight deadlines, contributing to the seamless operation of time-sensitive projects and reporting cycles
- Leveraged keen attention to detail to identify and rectify discrepancies, maintaining the accuracy of digital records and contributing to streamlined data management processes
- Played a pivotal role in upholding data quality standards and optimizing the transition from paper-based to digital documentation, bolstering the organization's operational efficiency and commitment to data accuracy.
Provider Relations Specialist
Ascent Consulting & Engineering With Delta Dental
12.2020 - 05.2021
- Demonstrated mastery in providing clear and concise explanations of complex dental insurance concepts, effectively assisting customers in understanding their coverage and maximizing benefits
- Consistently achieved high rates of first-call resolution by effectively identifying and resolving customer issues, reducing the need for multiple calls or escalations
- Demonstrating exceptional skills in managing a high volume of calls efficiently while maintaining a high level of customer service and quality
- Researches, analyzes and resolves claims, benefits, issues and authorization inquiries within delegated authority
- Maintained professionalism and empathy in managing escalated calls and challenging customer interactions, ensuring that even complex situations were resolved with poise and diplomacy
- Upheld confidentiality and privacy standards in handling sensitive dental insurance information, reinforcing a culture of trust and reliability for both customers and the organization.
Senior Customer Specialist
Meridian Staffing, Maximus
Rancho Cordova, CA
01.2019 - 08.2019
- Played a pivotal role as a founding member of a pilot program designed to enhance customer experience and operational efficiency, being part of the initial team that shaped and refined the program's foundation
- Showed proficiency in relevant software and tools used for data entry, such as spreadsheet applications (e.g., Microsoft Excel, Google Sheets) and data management systems
- Collaborated cross-functionally with teams to develop, implement, and fine-tune messages for the IVR phone tree, ensuring clear and user-friendly communication paths for callers
- Demonstrated linguistic proficiency by contributing to English to Tagalog translations, facilitating inclusive communication and accessibility for diverse customer bases
- Exemplified meticulous attention to detail by meticulously reviewing and proofreading program documentation for errors, ensuring that the materials were accurate, consistent, and aligned with company standards
- Provided senior-level support to team members, stepping in as a backup for call center agents during high call volume periods, ensuring seamless customer service delivery and minimal wait times
- Leveraged expertise to process enrollments through meticulous data entry, guaranteeing the accurate and timely input of critical information, and maintaining precise records for future reference
- Demonstrated exceptional adaptability by swiftly transitioning from senior-level support to call center operations, effectively addressing customer inquiries, troubleshooting issues, and resolving concerns
- Exhibited commitment to customer satisfaction by delivering top-tier service to callers, utilizing active listening skills and clear communication to meet their needs and exceed expectations
- Assisted in enhancing team performance and customer experience by providing guidance and mentorship to new call center agents, sharing insights and best practices for effective customer interactions
- Supported continuous improvement initiatives by offering insights gained from interactions with customers, contributing to process refinements that optimized customer support procedures
- Utilized data entry expertise to contribute to the development of streamlined workflows, resulting in reduced processing times, increased accuracy, and improved team productivity
Technical Support Specialist - Sales
Voxpro, Stripe
01.2017 - 11.2018
- Demonstrated exceptional performance and aptitude within a mere three-month timeframe, swiftly transitioning from a general customer support role to a Sales Specialist position.
- Recognized for consistently surpassing targets, cultivating relationships, and driving revenue growth, showcasing a remarkable ability to excel in a new role while delivering outstanding value to the organization.
- Chosen to spearhead a transformative "pilot" program aimed at equipping Level 1 Sales Specialists with the skills needed to excel in managing higher volume clients. Led the design and implementation of this pioneering initiative, leveraging my expertise to create tailored training modules and strategic guidance that facilitated seamless transitions for both team members and clients.
- Exhibited strong leadership qualities by effectively managing and motivating a team of representatives, resulting in improved team performance and higher customer satisfaction
- Played a critical role in assessing and confirming the eligibility of subsequent products for sale under the established terms, guaranteeing the alignment of offerings with regulatory guidelines.
- Recognized for my innovative approach to training, which contributed to equipping sales agents with a unique skill set that translated to heightened client satisfaction and increased sales performance.
- Proficient in identifying unique solutions by combining logical reasoning with an ability to see connections across diverse datasets
Medical Records Assistant -
Midtown Oaks Post Acute
09.2018 - 10.2018
- Played a pivotal role in coordinating seamless patient care by meticulously reviewing doctor's orders and strategically liaising with medical specialists and facilities to secure timely pre-authorizations and referrals.
- Utilized electronic health records (EHR) and administrative systems to accurately document pre-authorization requests, approvals, and referral details, contributing to comprehensive patient records and audits.
- Contributed to process improvement initiatives by providing insights that streamlined referral workflows, reduced delays, and enhanced the efficiency of patient transfers and pre-authorization procedures.
- Collaborated closely with healthcare providers to advocate for patients' medical needs, leveraging strong communication skills to effectively communicate required medical information for pre-authorization purposes.
- Navigated the complexities of insurance networks, verifying coverage, and diligently coordinating with insurance representatives to ensure pre-authorization criteria were met prior to patient transfers.
Customer Service Specialist and Concierge
BRMS
02.2015 - 09.2016
- Demonstrated exemplary attention to detail in meticulously maintaining comprehensive records, ensuring the accuracy of enrollment data, claims processing, and compliance documentation
- Specialized in the intricate realm of COBRA administration, skillfully guiding individuals through the transition from employer-sponsored coverage to maintaining benefits, while adhering to strict regulatory timelines
- Administered Flexible Spending Accounts (FSAs), facilitating seamless fund allocation and reimbursement processes, fostering financial well-being for employees through tax-advantaged healthcare spending
- Played a central role in educating clients and plan participants on benefit options, terms, and claim procedures, consistently translating complex insurance concepts into comprehensible information
- Managed the administration of diverse health insurance benefits encompassing medical, dental, and vision coverage, serving as a pivotal liaison between insurance providers, employers, and beneficiaries
- Expertly facilitated the processing of insurance claims, meticulously reviewing submissions to ensure compliance with policy terms, and expediting settlements to minimize disruption for plan participants
Education
Bachelor of Science - Information Technology
University of Santo Tomas
06.2004 - 05.2008
Skills
Automated telephone systems
Interests
Pyschology
Emerging Tech
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Questions confine answers. When there are no longer questions, answers are no longer bound by them.
Lao Tzu
Timeline
Service Desk Associate
Manpower - CGI, IHSS
05.2023 - Current
Customer Support Agent
Amerit Saffing / Maximus
08.2022 - 05.2023
Data Entry Operator
Insight Global - Gainwell Technologies
06.2021 - 06.2022
Provider Relations Specialist
Ascent Consulting & Engineering With Delta Dental
12.2020 - 05.2021
Senior Customer Specialist
Meridian Staffing, Maximus
01.2019 - 08.2019
Medical Records Assistant -
Midtown Oaks Post Acute
09.2018 - 10.2018
Technical Support Specialist - Sales
Voxpro, Stripe
01.2017 - 11.2018
Customer Service Specialist and Concierge
BRMS
02.2015 - 09.2016
Bachelor of Science - Information Technology
University of Santo Tomas
06.2004 - 05.2008
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