Nicole Taylor
Maineville,OH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
HealthComp
09.2022 - 02.2024
- Handling incoming calls and emails from health plan members with questions about their benefits including medical, dental, and vision
- Assisted providers with claim related questions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
BroadPath Healthcare Solutions
03.2020 - 09.2022
- Assist Humana Pharmacy members with benefits and claims
- Process prescription mail orders.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
PATIENT BILLING REPRESENTATIVE
CAPTURENET
11.2018 - 03.2020
- Collects and process payments from insurance policy holder
- Educate about financial responsibility for services rendered
- Provide accurate information about financial assistance.
- Managed sensitive patient data securely, adhering to HIPAA guidelines and maintaining strict confidentiality at all times.
- Supported patients'' understanding of their bills by clarifying complex medical terminology and explaining charges in a compassionate manner.
- Enhanced customer satisfaction with prompt resolution of billing disputes, addressing concerns professionally and empathetically.
CUSTOMER SERVICE ADVOCATE
TTEC
08.2017 - 11.2018
- Worked as a customer service advocate for OptumRx, which is United Health Group prescription benefit managers
- Assisted callers with prescription benefits and claims
- Also processed prescription mail orders.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
CUSTOMER SERVICE AGENT
TELEPERFORMANCE
07.2016 - 08.2017
- Worked as a customer service agent for Humana Insurance
- I was trained in medical and prescription benefits and claims
- Assisted callers with questions and concerns regarding benefits and claims
- I was also trained for Humana's website.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Responded to customer requests for products, services, and company information.
Education
certification -
THE TRAINING CENTER FOR HEALTHCARE CAREERS
DIPLOMA - Medical
BLUE CLIFF COLLEGE
HIGH SCHOOL DIPLOMA -
GAITHER HIGH SCHOOL
diploma -
Gaither high school
Bachelor's degree - Medical Office Administration
SOUTHERN NEW HAMPSHRE UNIVERISTY
Associate's degree - Medical Billing & Coding
Cambridge College
10.2024
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Client Relations
- Customer satisfaction measurement
- Documentation
Personal Information
- Authorized To Work: Authorized to work in the US for any employer
- Title: PATIENT BILLING REPRESENTATIVE - CAPTURENET
Timeline
Customer Service Representative
HealthComp
09.2022 - 02.2024
Customer Service Representative
BroadPath Healthcare Solutions
03.2020 - 09.2022
PATIENT BILLING REPRESENTATIVE
CAPTURENET
11.2018 - 03.2020
CUSTOMER SERVICE ADVOCATE
TTEC
08.2017 - 11.2018
CUSTOMER SERVICE AGENT
TELEPERFORMANCE
07.2016 - 08.2017
DIPLOMA - Medical
BLUE CLIFF COLLEGE
HIGH SCHOOL DIPLOMA -
GAITHER HIGH SCHOOL
diploma -
Gaither high school
Bachelor's degree - Medical Office Administration
SOUTHERN NEW HAMPSHRE UNIVERISTY
Associate's degree - Medical Billing & Coding
Cambridge College
certification -
THE TRAINING CENTER FOR HEALTHCARE CAREERS
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