Maggie Adu Gyamfi
Tampa
Summary
Compassionate and results-driven Care Coordinator and Customer Service Specialist with over 12 years of experience in healthcare support, resource coordination, billing, and community outreach. Adept at improving patient experiences, streamlining service delivery, and navigating complex healthcare systems. Proven success in supporting vulnerable populations through care navigation, Medicare/Medicaid processes, and client advocacy.
Overview
16
16
years of professional experience
Work History
Member Advocate
BeneLynk
12.2024 - 07.2025
- Assisted Medicare and Medicaid members in accessing benefits, services, and community resources.
- Educated members about available state and federal programs, verifying eligibility and guiding them through the enrollment process.
- Conducted high-volume outbound calls to engage members with empathy, professionalism, and clear communication.
- Maintained accurate case notes, ensuring compliance with HIPAA and CMS guidelines using CRM systems.
- Collaborated with internal teams to streamline service delivery and improve member satisfaction.
Care Coordinator
ProCare
Tampa
05.2024 - 08.2024
- Scheduled and coordinated patient appointments and care services across departments.
- Ensured regulatory compliance and quality standards were met while addressing patient needs with empathy and professionalism.
Customer Service Representative
Kenific Group
Tampa
10.2023 - 04.2024
- Provided clear, detailed information on insurance products via phone and web platforms.
- Delivered accurate claims guidance and resolved inquiries per standardized scripts and protocols.
Billing Specialist II
Spectrum / Spectrum Mobile
Tampa
12.2021 - 10.2023
- Resolved complex billing disputes and service interruptions, improving customer satisfaction.
- Maintained detailed account histories to ensure accurate billing cycles and service reinstatement.
Customer Service Representative
Ashley Furniture Industries
Tampa
11.2020 - 11.2021
- Handled 70+ calls daily, assisting customers with orders, complaints, and returns.
- Surpassed monthly KPIs in customer satisfaction and first-call resolution rates.
Billing Specialist
Cigna
Tampa
01.2018 - 06.2020
- Interpreted Medicare/Medicaid policy guidelines to ensure accurate billing and compliance.
- Performed data analysis to identify trends in claims processing and payment accuracy.
Contact Service Representative
Alterius Career College
Tampa
04.2015 - 01.2018
- Counseled prospective students on programs and admissions, boosting enrollment rates.
- Maintained CRM records and followed up with unconverted leads.
File Clerk
The Florida Bar Association
Tampa
06.2015 - 03.2017
- Maintained an efficient legal filing system supporting attorneys and case managers.
- Managed calendars, correspondence, and office supply logistics.
Data Entry Specialist
Fast Tax Services
Tampa
12.2012 - 04.2013
- Verified and entered client tax data; ensured compliance with IRS guidelines.
- Supported preparers with document gathering and case file prep.
Lead Cashier
St. Pete Times Forum
Tampa
09.2009 - 03.2013
- Audited transactions and led a cashier team for large-scale events.
- Trained new hires, scheduled shifts, and handled escalation needs.
Education
Associate of Science - Criminal Justice
Everest University
Tampa, FL10.2010
Skills
- Microsoft Office Suite
- EMR / EHR Systems
- CRM Tools
- HIPAA Compliance
- Problem Solving
Technical And Soft Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- EMR / EHR Systems
- Salesforce & CRM Tools
- HIPAA Compliance
- Problem Solving
- Empathy
- Time Management
- Adaptability
Timeline
Member Advocate
BeneLynk
12.2024 - 07.2025
Care Coordinator
ProCare
05.2024 - 08.2024
Customer Service Representative
Kenific Group
10.2023 - 04.2024
Billing Specialist II
Spectrum / Spectrum Mobile
12.2021 - 10.2023
Customer Service Representative
Ashley Furniture Industries
11.2020 - 11.2021
Billing Specialist
Cigna
01.2018 - 06.2020
File Clerk
The Florida Bar Association
06.2015 - 03.2017
Contact Service Representative
Alterius Career College
04.2015 - 01.2018
Data Entry Specialist
Fast Tax Services
12.2012 - 04.2013
Lead Cashier
St. Pete Times Forum
09.2009 - 03.2013
Associate of Science - Criminal Justice
Everest University