PEYTON ANNETTE COLBURN
Byram,MS
Summary
Dedicated and results-driven professional with strong communication skills and proven expertise in resolving client inquiries and requests with efficiency and empathy. Personally attributed campaign to address customer satisfaction survey scores, resulting in an increase of 20 percent through strategic outreach campaign and personalized policy presentations designed by group. Consistently achieved a 98% satisfaction rating by providing timely, solutions-focused support. Maintained exceptional quality assurance scores, averaging over 97/100 points per call, by adhering to best practices and ensuring every interaction exceeded expectations.
Overview
7
7
years of professional experience
Work History
Client Services Member Representative
Results CX
01.2023 - Current
- Explained medical plans to members, pharmacies, and medical professionals verified with HIPPA Standards, to resolve member inquiries, requests for services or updates to policies effectively and knowledgeably.
- Managed updates to member accounts to maintain accurate identity information for state and federally regulated policy, financial, and other directly related business matters.
- Collaborated with varying professionals in and array of departments to address and resolve member concerns, analyze EOB's and approve authorizations for non-formulary products and approve claims.
Member Services Team Lead
CVS Health
12.2018 - 01.2022
- Processed prescription orders, ensuring accurate medication dispensing and compliance with healthcare regulations when placing refill requests and renewals..
- Explained medical plans to team and assisted in navigating source material provided by clients to map call flow due to extensive policy and product knowledge.
- Served as the first point of contact for pharmacy customers and team, providing efficient assistance over the phone, and via digital platforms (chat).
- Provided detailed information on prescription status, medication usage, and insurance coverage.
- Assisted customers with refilling prescriptions, transferring prescriptions from other pharmacies, and scheduling medication deliveries.
Member Advocate
Conduent Call Center
01.2018 - 12.2020
- Developed and improved clear, updated work instructions for tasks related to specific call flow processes, including scripting and linking relevant documents and web portals.
- Successfully improved upon work instructions and other official source material provided by clients to educate representatives on the specific outlined call flow steps required by client, presented in the form of comprehensive guided procedural documents structured to ensure efficient and compliant workflow processes.
- Contributed to improved team first-call resolution rates and reduced customer wait times by optimizing procedural clarity and accessibility of required reference documents used in attestations and claims processing.
Education
Associate of Arts - Digital Marketing
03.2026
- Dean's List, Spring and Fall 2023.
Skills
- FCR Optimization
- Benefits Determination
- Concise Communication
- Negotiation Tactics
- Customer-Centric Service Approach
- Technical Proficiency CRM Software
- Metrics
- Remote Work Adaptation
- Administrative and office support
- Resourcefulness
- Complaint resolution
- De-escalation techniques
- Organization
Graphic Design and Branding Freelance Work
Freelance Graphic Designer & Branding Specialist
Self-Employed | 5 years
- Designed visually compelling graphics, including logos, business cards, marketing materials, and social media content, tailored to client needs and brand identity.
- Developed cohesive branding strategies for clients across various industries, ensuring consistent messaging and aesthetic appeal.
- Managed all aspects of the creative process, from initial client consultation to project delivery, maintaining high client satisfaction.
Timeline
Client Services Member Representative - Results CX
01.2023 - Current
Member Services Team Lead - CVS Health
12.2018 - 01.2022
Member Advocate - Conduent Call Center
01.2018 - 12.2020
Southern New Hampshire University - Associate of Arts, Digital Marketing
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