MICHELLE RODRIGUEZ
Springfield,OR
Summary
Seasoned Customer Support Specialist with a proven track record at PacificSource Health Plans, enhancing customer satisfaction through expert resolution of complex issues. Skilled in problem-solving and empathy, I excel in high-pressure environments, mentoring teams for success. My experience spans healthcare and home care, demonstrating exceptional customer service and team collaboration.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
PacificSource Health Plans
07.2022 - Current
- Help customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Deliver exceptional customer service by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Work efficiently in a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Able to assist all call types, including multiple lines of business, with coverage related questions/concerns; accurately interpret policy provisions for all products.
- Mentor Customer Support Reps by teaching, building confidence, and reinforcing the skills necessary for successful call handling.
- Analyze customer’s inquiries and determine correct steps for resolution, interpret benefit information, and claims processing accuracy.
- Work efficiently in multiple systems simultaneously while effectively utilizing critical thinking and problem solving skills.
- Document calls in a clear and consistent manner in computer system.
- Conduct appropriate research, take ownership and follow through for prompt resolution of disputed claims.
- Relay information to appropriate departments and personnel using established communication channels and procedures.
- Make outbound calls to members as necessary dependent upon current outreach campaign.
CNA 2
Peacehealth Riverbend
02.2019 - 07.2022
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Transport patients to other departments when needed.
- Worked closely with the patients doctors and adhered to the patients intake and discharge orders.
- Supporting medical staff in administering care to patients with various injuries, illnesses, or disabilities.
- Helping patients bathe and maintain proper hygiene
- Helped set up food trays in the patients room and assist patients in getting out of bed, to go sit in their chair to eat.
- Providing physical support and assisting with daily activity.
- Maintaining a clean and safe patient environment.
- Monitored multiple patients on camera to make sure they stayed safe from harm.
- Processed new patients on camera and also with discharges
- Kept in constant contact with the floor staff over the phone and through camera, who were also assigned to the patients I watched.
- Did 1-1 care in person for suicidal patients and those who were deemed a high risk to themselves.
- Provided quality care to all patient demographics.
CNA1/2
Home Care Family
04.2015 - 08.2021
- Provided In home care for hospice and elder.
- Transported patients in my car when needed to go to doctor's appointment or other appointments scheduled
- Prepared meals
- Administering medications
- Ran errand for patients
- Did laundry
- Changed dressings for wound care
- Assisted patients in bathing and getting dressed
- Taking vital signs of patients.
- Helped patients to and from their bed and preformed daily ADL's
- Took patients for a walk.
- Assisted with the end of life care.
Education
No Degree - Human Services
Lane Community College
Eugene, ORHigh School Diploma -
North Eugene High
Eugene OR 06-1997
Skills
- Problem-solving
- Complaint handling
- Email communication
- Microsoft windows and office
- Customer service
- Customer communication and empathy
- Friendly and patient
- Data entry
- Call center experience
- Conflict resolution
- Active listening
- Payment processing
- Empathy and patience
- Team collaboration
- Mentoring
Timeline
Customer Support Specialist
PacificSource Health Plans
07.2022 - Current
CNA 2
Peacehealth Riverbend
02.2019 - 07.2022
CNA1/2
Home Care Family
04.2015 - 08.2021
No Degree - Human Services
Lane Community College
High School Diploma -
North Eugene High
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