Pauline Hall
Wallback,WV
Summary
Dynamic Health Concierge at CVS Health/Aetna with expertise in care coordination and customer support. Proven ability to enhance patient satisfaction through effective communication and problem-solving. Skilled in insurance verification and maintaining patient confidentiality, I thrive in fast-paced environments, adapting quickly to meet evolving client needs while delivering compassionate service.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Health Concierge
CVS HEALTH/AETNA
03.2024 - 10.2025
- Assisted clients in navigating healthcare systems and accessing medical services.
- Coordinated appointment scheduling and follow-up communications for clients.
- Provided educational resources about health insurance options and benefits.
- Collaborated with healthcare providers to ensure continuity of care for clients.
- Developed strong relationships with clients to enhance overall service satisfaction.
- Adapted quickly to changing client needs and healthcare policies for optimal support.
- Participated in ongoing professional development opportunities to stay current on industry best practices and enhance the quality of care provided.
- Facilitated communication between patients and medical professionals, ensuring clarity and understanding for all parties involved.
- Enhanced patient satisfaction by providing personalized assistance and addressing their healthcare needs promptly.
- Maintained full and current understanding of available plans, products and services.
- Provided compassionate emotional support to patients coping with illness or injury, contributing to their overall wellbeing.
Remote CSR
Wilson Hr and Primo Brands
06.2025 - 09.2025
- Assisted customers with inquiries and resolved issues to enhance satisfaction.
- Processed orders and managed returns efficiently, ensuring accurate record-keeping.
- Maintained product knowledge to provide informed recommendations to customers.
- Collaborated with team members to streamline communication and improve service delivery.
- Documenting all calls on CRM software
- Responded to customer requests for products, services, and company information.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Remote CSR
Infinite Computer Solutions
11.2024 - 01.2025
- Utilized CRM software to track customer interactions and follow up on pending requests.
- Documented customer feedback for continuous improvement in service quality and product offerings.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Remote CSR
NAVIENT
03.2023 - 10.2023
- Conducted regular inventory checks to support stock management and availability.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized CRM software to track customer interactions and follow up on pending requests.
- Documented customer feedback for continuous improvement in service quality and product offerings.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
GED -
Roane Adult Education
Spencer, WVSkills
- Patient confidentiality
- Office administration
- Insurance verification
- Data entry proficiency
- Appointment scheduling
- Healthcare
- Customer assistance
- HIPAA compliance
- Mental health awareness
- Customer support
- Clinical documentation
- Data entry
- Care coordination
- Inbound call management
- Call center operations
- Copay and premium expertise
- Stress management techniques
- Healthcare technology
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Calm and effective under pressure
- Multitasking
- Reliability
- Critical thinking
- Registration and scheduling
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Detail-oriented
- Documenting and recording information
- Insurance verifying
- Communicating to patients and families
- Resolving problems
- Medical insurance
- Documentation skills
- Outbound calling
- Self motivation
- Medical terminology
- Technical troubleshooting
- Interpersonal skills
- Customer relationship management
- Benefits explanation
- Professionalism
- Time management abilities
Certification
- CNP - Certified Notary Public
Timeline
Remote CSR
Wilson Hr and Primo Brands
06.2025 - 09.2025
Remote CSR
Infinite Computer Solutions
11.2024 - 01.2025
Health Concierge
CVS HEALTH/AETNA
03.2024 - 10.2025
Remote CSR
NAVIENT
03.2023 - 10.2023
GED -
Roane Adult Education