Nicole Weil

• Handle the verification of insurance benefits for customers
• Notify customers of deductible and co-insurance due
• Contact the primary care physician regarding referrals
• Regularly call insurance companies to follow up.
• Maintain confidential customer and company information.
• Contact customers for needed/additional information.
• Conduct data entry into relevant systems regarding benefit verifications.

• Answered inbound calls to assist customers.
• Navigated multiple CRMs.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• HIPAA-certified.
• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
• Data entry: high volume
• Aided customers in the navigation of their account(s)

• Fielded 200+ inbound and outbound calls a day for multiple companies
• Used unique CRM on each call for scheduling and documentation
and sales purposes
• Provided members of staff with training and correctional action as needed for quality assurance
• Responded to messages from clients and customers promptly regarding any changes or concerns
• Quality assurance responsibilities including coordinating with internal employees and clients for satisfaction
• De-escalated irate customers and find a resolution
• Navigated sensitive situations where I was required to learn as I went, while still providing accurate information