MARTIKA MASON
Louisville,KY
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Representative
Everise
05.2026 - Current
- Delivered professional customer service while handling high-volume calls and sensitive patient information, fostering trust and reliability.
- Managed 30-50 outbound and 10-20 inbound calls daily to efficiently schedule in-home healthcare visits, ensuring timely service delivery.
- Coordinated patient appointments based on availability, needs, and service requirements to enhance patient satisfaction and care continuity.
- Updated patient records and documented calls, appointments, cancellations, and follow-ups.
Customer Service Representative
TRYFACTA, INC
Elizabethtown, KY
08.2024 - 04.2025
- Communicated with 10+ customers weekly via phone and email regarding additional steps required to obtain licensing.
- Issued 30+ driving permits, state ID cards, and licenses while collecting fees, maintaining cash drawers, and updating account balances to ensure accurate processing.
- Collaborated with applicants to verify eligibility of submitted application data.
- Collaborated with applicants to verify eligibility of submitted application data, enhancing application accuracy and compliance.
- Verified foreign identification and immigration documents per agency standards, ensuring adherence to regulations and safeguarding against fraud.
- Operated IDEMIA photographic equipment to capture official photographs for driver's licenses and identification cards.
Enrollment Specialist (temp)
KENTUCKIANA REGIONAL PLANNING & DEVELOPMENT AGENCY
Louisville, KY
05.2024 - 06.2024
- Scheduled and conducted 3 to 5 weekly public outreach and marketing events and engaged with local businesses to promote enrollment services and individual resources.
- Assisted consumers in understanding insurance options, including federal tax subsidies, public plans, plan benefits, co-payments, and other cost-sharing responsibilities.
- Scheduled and conducted 3 to 5 weekly public outreach and marketing events, engaging local businesses to enhance awareness of enrollment services and available resources.
- Delivered customer service during enrollment and data entry into Kentucky online data system (KHBE), facilitating smooth processing and accurate data management.
- Maintained accurate reports and documentation of services provided and individuals assisted, ensuring compliance with organizational and regulatory requirements.
- Maintained reports and documentation of services provided and individuals assisted, ensuring compliance with organizational and regulatory requirements while supporting efficient operations.
Customer Service Representative
NATIONSBENEFITS REMOTE
Plantation, FL
09.2023 - 04.2024
- Handled an estimated 50-60 inbound calls per day, delivering prompt and professional assistance to customers.
- Delivered comprehensive product and service information, enhancing customer understanding and satisfaction.
- Addressed and resolved customer inquiries, complaints, and issues while maintaining accurate records and prioritizing escalation.
- Contributed to process improvement initiatives, impacting response time and customer satisfaction metrics.
- Maintained organized, quiet remote workspace to ensure uninterrupted service delivery.
Medical Assistant
CLEANSLATE CENTERS
Louisville, KY
06.2023 - 09.2023
- Conducted patient interviews to verify medical history, measured vital signs, and collected urine, blood, and mouth swab specimens from 10 patients every 30 minutes, supporting substance use monitoring and individualized treatment plans.
- Collaborated closely with MDs and NPs during patient visits by ensuring high standards of patient safety and quality care within an addiction treatment setting.
- Managed medical inventory by maintaining supply levels, placing orders, and verifying deliveries to ensure uninterrupted clinical operations.
- Maintained strict adherence to HIPAA protocols, regulatory requirements, and ethical standards in handling PHI, ensuring compliant treatment environment.
Insurance Specialist
MCKESSON REMOTE
Louisville, KY
08.2021 - 04.2023
- Managed insurance claim denials and sent appeals for denied prior authorizations, contributing to financial stability and improved client outcomes.
- Verified patient insurance status, ensuring accurate billing and authorization processing for timely patient care.
- Verified patient insurance status to ensure accurate billing and authorization processing.
- Managed insurance claim denials and submitted appeals for prior authorizations, enhancing financial stability and supporting positive client outcomes.
- Maintained focused remote work environment, ensuring consistent performance and clear communication with team members.
- Executed daily responsibilities while working from home to support team objectives. to ensure compliance with McKesson standards and enhance service delivery.
Education
Associate of Applied Science - Healthcare Specialists
Ivy Tech Community College
Sellersburg, IN 08.2026 - 08.2026
Diploma - Sterile Processing
Herzing University
Remote 01.2024 - 05.2025
High School Diploma -
North Hardin High School
Radcliff, KY 08.2006 - 06.2010
Skills
SKILLS
- Customer service
- Claims support
- Prior Authorization & Processing
- EMR/EHR systems
- Medical terminology
- HIPAA compliance
- Patient care
- Data Entry & Documentation
- Typing and Computer Literacy
- Microsoft Office
- Remote Office and Call Center Support
- Critical Thinking and Problem-Solving
- Detail-oriented
- Phlebotomy skills
Timeline
Associate of Applied Science - Healthcare Specialists
Ivy Tech Community College
08.2026 - 08.2026
Customer Service Representative
Everise
05.2026 - Current
Customer Service Representative
TRYFACTA, INC
08.2024 - 04.2025
Enrollment Specialist (temp)
KENTUCKIANA REGIONAL PLANNING & DEVELOPMENT AGENCY
05.2024 - 06.2024
Diploma - Sterile Processing
Herzing University
01.2024 - 05.2025
Customer Service Representative
NATIONSBENEFITS REMOTE
09.2023 - 04.2024
Medical Assistant
CLEANSLATE CENTERS
06.2023 - 09.2023
Insurance Specialist
MCKESSON REMOTE
08.2021 - 04.2023
High School Diploma -
North Hardin High School
08.2006 - 06.2010