Olivia Wimer

In my current role I am receiving and making calls to customers who have past due credit card accounts. My main goal is to negotiate settlements or secure payment arrangements with the customers to ensure their accounts become current. This job demands working in a highly competitive environment while following strict state and federal laws. To achieve this goal, active listening skills are essential. This role also involves manually dialing, skip tracing, and utilizing automated dialers to contact customers and third parties. In addition, providing excellent customer service to meet KPI's is a requirement. Time management skills are crucial to thrive in this performance-based environment.

At Quantum Health I was an inbound patient service representative. My primary role was to educate and inform individuals of their medical benefits obtained through their employer. I would assist individuals with going over coverage information, billing information, reaching out to pharmacists and providers to assist with prior authorizations, and so much more. In this role I was required to keep a high level customer service and satisfaction with high KPI standards all while protecting HIPPA privacy laws.

In this role I handled inbound and outbound calls during the global pandemic helping patients schedule vaccination appointments and also verifying insurance coverage. Providing excellent customer service along with abiding HIPPA privacy laws was a crucial requirement to meet KPI requirements.

In this role I used a unique voice-to-text software program to transcribe telephone conversations for our customers who were hearing impaired. Due to meeting and exceeding call speed, accuracy and volume benchmarks on consistent basis I was quickly promoted as a supervisor where I supervised a group of 20 customer service representatives. In my supervisor role I provided guidance, training, coaching and mentoring to these call center representatives. In addition, I would meet with other supervisors and call floor leaders on a weekly basis to go over crucial tactics to ensure that all metrics were being met and implement any new changes to my team of representatives.