Olivia Tolbert

• Provided customer service for members with health and pharmacy plans in a high-volume call center environment.

• Handled benefit, eligibility, claims, billing, pharmacy, and financial account inquiries.

• Processed and adjusted medical claims while reviewing benefits, billing, and eligibility for accurate resolution.

• Assisted with provider payments, coverage questions, appointment scheduling, and billing concerns.

• Researched complex issues across multiple systems and coordinated with internal teams and vendors for resolution.

• Educated members on plan benefits and self-service tools while meeting goals for call quality, efficiency, attendance, and member satisfaction.

• Assisted members with benefits enrollment, eligibility, claims, and healthcare service inquiries.

• Resolved customer concerns with a focus on first-call resolution and member satisfaction.

• Contacted providers regarding appointments, billing concerns, and claims resolution.

• Coordinated with internal departments to resolve complex member issues efficiently.

• Educated members on benefits and healthcare resources to support informed decisions.

• Performed identity verification and enrollment services for TSA PreCheck applicants through IDEMIA.

• Reviewed documentation, verified identity information, and captured fingerprints and photographs.

• Ensured application accuracy while maintaining compliance with federal security and privacy regulations.

• Educated applicants on TSA PreCheck procedures, requirements, and status updates.

• Processed payments, handled sensitive information confidentially, and maintained accurate records.

• Provided clinical and administrative support in a fast-paced urgent care setting.

• Assisted with patient intake, vital signs, medical histories, and exam preparation.

• Supported providers during examinations and treatments while ensuring quality patient care.

• Administered injections, performed basic laboratory testing, and maintained patient records.

• Scheduled appointments, verified insurance, and answered patient questions.

• Maintained cleanliness and organization of exam rooms and medical equipment in compliance with safety standards.