Olasubomi Kadiri
Houston,TX
Summary
Customer Service Representative with over 6 years of experience in healthcare support, insurance verification, and claims resolution. Skilled in EHR systems (Epic, Cerner) and CRM tools (Salesforce, Zendesk, Freshdesk). Strong knowledge of Medicare, Medicaid, HMO, and PPO plans with a record of achieving first-call resolution and maintaining HIPAA compliance. Known for empathy, efficiency, and professionalism in delivering excellent customer experiences and supporting team success.
Overview
8
8
years of professional experience
Work History
Customer Support
Elevance Health
05.2024 - Current
- Managed 40–75 daily inbound calls, assisting members, providers, and clients with insurance benefits, eligibility, and claim inquiries.
- Resolved complex claim issues, escalating as needed, to guarantee accurate and timely outcomes.
- Maintained detailed documentation of member interactions and claim updates in Salesforce, Zendesk, and ServiceNow, ensuring workflow efficiency.
- Educated members and providers on benefits, co-pays, and coverage, boosting first-call resolution.
- Collaborated with internal teams and third-party administrators to optimize claim processes and enhance member satisfaction.
- Consistently exceeded KPIs, including call quality, claim accuracy, and customer satisfaction.
Claims Customer Service Representative
VSP
10.2023 - 04.2024
- Handled an average of 65–90 calls per day, assisting members and providers with vision benefits, claim status, and coverage questions.
- Explained plan benefits, copays, lenses, and frame allowances while guiding members through claim submissions and reimbursements.
- Investigated and resolved claim disputes, billing concerns, and authorization issues, ensuring member satisfaction and claim accuracy.
- Processed claim adjustments and corrections while maintaining strict compliance with HIPAA and VSP operational standards.
- Used CRM and proprietary VSP systems to document calls, update member records, and track escalations effectively.
- Collaborated with optometrists, optical providers, and internal departments to verify eligibility, provider participation, and benefit coverage.
- Achieved performance benchmarks, including call quality, accuracy, and first-call resolution targets.
Customer Service Representative
Home Depot
12.2021 - 08.2023
- Handled high-volume inbound and outbound calls, resolving customer inquiries with a 95% satisfaction rate while maintaining professionalism and empathy.
- Assisted customers via phone, email, and live chat, providing support on order processing, troubleshooting issues, and guiding product selections.
- Resolved escalated customer complaints efficiently, using problem solving skills and active listening to turn negative experiences into positive outcomes.
- Collaborated with cross-functional teams, including logistics, billing, and technical support, to ensure seamless resolution of customer concerns.
- Educated customers on product features, services, and policies, enhancing their understanding and reducing follow-up inquiries.
- Managed multiple support channels simultaneously, including live chat and email, using strong time management and multitasking skills.
- Monitored customer feedback trends and escalated insights, contributing to improvements in product offerings and service policies.
Customer Service Representative
CenterWell Home Health
02.2018 - 11.2021
- Delivered empathetic, patient-centered support to elderly patients and concerned family members, ensuring clarity and reassurance during sensitive conversations.
- Used CRM tools (Homecare Homebase) to document interactions, track follow-ups, and resolve issues efficiently.
- Collaborated with nursing teams, therapists, and pharmacy partners to expedite services, including urgent medication deliveries critical to heart health.
- Contributed to improved patient satisfaction, earning positive feedback for responsiveness and problem resolution.
- Handled 25–45 inbound calls daily from patients, caregivers, and providers, assisting with scheduling, care plan inquiries, and service coordination, with a focus on cardiovascular patients (e.g., CHF, post-cardiac surgery)
Education
Bachelor of Arts - Art
University of Massachusetts
Amherst05-2021
Skills
- Customer Service & Relations
- Health Insurance Verification & Eligibility Checks
- Medical Claims Processing & Billing Support
- Problem-Solving & Critical Thinking
- Active Listening & Empathetic Communication
- Patient Scheduling, Registration & Appointment Coordination
- Explanation of Benefits (EOB) & Prior Authorizations
- CRM Systems: Salesforce, Zendesk, ServiceNow
- Electronic Health Records (EHR): Epic, Cerner
- HIPAA Compliance & Patient Confidentiality
- Knowledge of Medicare, Medicaid, HMO, and PPO Plans
- Call Center Operations & Complaint Handling
- Data Entry & Documentation Accuracy
- Microsoft Office Suite (Excel, Word, Outlook)
- Team Collaboration & Cross Functional Coordination
- Adaptability & Flexibility in Fast-Paced Environments
- Time Management & Organizational Skills
Timeline
Customer Support
Elevance Health
05.2024 - Current
Claims Customer Service Representative
VSP
10.2023 - 04.2024
Customer Service Representative
Home Depot
12.2021 - 08.2023
Customer Service Representative
CenterWell Home Health
02.2018 - 11.2021
Bachelor of Arts - Art
University of Massachusetts
Similar Profiles
Holly SheltonHolly Shelton
Director of Revenue Cycle Managment at Elevance HealthDirector of Revenue Cycle Managment at Elevance Health
Nicole GametNicole Gamet
Customer Care Representative at Elevance HealthCustomer Care Representative at Elevance Health
MARK WALLERMARK WALLER
Medical Management Specialist at Elevance HealthMedical Management Specialist at Elevance Health
Jakwannai WashingtonJakwannai Washington
Lead Teacher, Biology & Biomedical Science at Sheldon Independent School DistrictLead Teacher, Biology & Biomedical Science at Sheldon Independent School District
ANDRE GOBERTANDRE GOBERT
Certified Debt Specialist at National Debt ReliefCertified Debt Specialist at National Debt Relief