Mytiera Carter

Worked Salesforce cases from the customer portal to final completion. Addressed status inquiries, general info changes, document requests and managed credit limit increases. Processed financial claims and modified customer plan changes. Addressed customer complaints and high-priority escalations, promoting customer satisfaction and retention. Resolved issues for users on GreenSky Customer Self Service Portal and Merchant Self Service Portal, enhancing user experience.

Delivered exceptional customer service by addressing member inquiries and resolving issues promptly. Educated members on health plan benefits and services, enhancing their understanding and utilization. Facilitated patient admissions and registrations, ensuring accurate data entry for over 70 – 80 patients daily. Processed patient demographic and insurance information into electronic health record systems (Epic) with a 99% accuracy rate. Assisted with welcome calls, analyzed member feedback to identify trends and recommend enhancements to service protocols. Resolved complex billing and insurance eligibility inquiries, maintained strict HIPAA compliance and protected patient privacy. Scheduled follow-up appointments and coordinated care paths with clinical teams.

Managed all non-emergency calls for patients from hospitals, jails, mental institutions, and private homes. Prioritized service requests and recorded exact incident details, including location and urgency. Dispatched the nearest ambulance unit quickly and safely. Maintained exact files and records to support proper billing procedures. Followed all patient privacy policies and procedures (HIPAA). Ensured all actions met workplace health and safety rules (OSHA).

Managed customer accounts and resolved billing issues. Modified customer packages and scheduled technician installations for cable TV, internet, and phone lines.

Responded promptly and professionally to customer inquiries and concerns via phone, email and chat. Accurately and efficiently resolved customer issues, including but not limited to account inquiries, transaction disputes, and technical difficulties. Educated customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate. Assisted customers with account maintenance tasks such as password resets, account updates, and address changes. Ensured all interactions and transactions comply with bank policies, procedures, and regulatory guidelines. Met or exceeded established performance metrics, including call quality, response time, and customer satisfaction. Remained informed about the bank's products, services, and industry trends to provide up-to-date information to customers. Collaborated with team members and other bank departments to resolve complex customer issues and improve overall customer service.