QUANTECIA WATSON
Albany,GA
Summary
Dedicated Customer Service Representative with 8 years in healthcare contact centers, specializing in member enrollment, prescription inquiries, and transportation scheduling. Resolves complex issues through effective communication and meticulous CRM documentation while ensuring HIPAA compliance. Committed to enhancing member experience and driving team success.
Overview
1
1
year of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE (CSR)
Pharmacentra
10.2025 - 01.2026
- Supported customers with health insurance inquiries, enrollment processes, and plan details to ensure informed decisions
- Explained healthcare benefits, policies, and procedures in a clear and professional manner
- Guided callers through prescription inquiries, covering medication coverage, status updates, refills, prior authorizations, and pharmacy benefits
- Collaborated with pharmacies, healthcare providers, and internal teams to effectively resolve prescription and medication-related challenges
- Escalated complex prescription issues according to company policies and procedures
- Verified customer information and accurately documented interactions in CRM systems.
- Worked remotely to provide customer support
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Ameribhealth Caritas(LiveOps)
03.2025 - 09.2025
- Answered high-volume inbound calls from members, ensuring professional and courteous service to enhance member experience.
- Coordinated scheduling, updating, rescheduling, and cancellation of transportation appointments for medical visits, facilitating timely access to care.
- Checked member eligibility, appointment details, pickup and drop-off locations, and special transportation needs.
- Followed HIPAA guidelines while managing confidential member information.
- Delivered compassionate customer service while achieving productivity and quality goals in fast-paced remote environment.
- Used strong communication, active listening, and problem-solving skills to support member satisfaction.
- Worked remotely providing support to members
CUSTOMER SERVICE SALES REPRESENTATIVE
Ehealthinsurance
Remote
09.2024 - 02.2025
- Answered a high volume of inbound calls from members seeking assistance with health insurance plans and benefits
- Facilitated customer enrollment, policy updates, account maintenance, and service inquiries to enhance member experience.
- Verified member eligibility, identity, and insurance information while ensuring HIPAA compliance.
- Upheld quality assurance, productivity, and customer satisfaction standards in fast-paced remote call center.
- Cultivated strong relationships with members through empathy, active listening, and effective problem-solving.
- Worked remotely to assist clients with inquiries and support.
Education
HIGH SCHOOL DIPLOMA -
Albany Technical College
Albany05-2020
Skills
- Conflict Resolution, Appointment Scheduling, Call Center Operations, CRM Software, Empathy, Adaptability, Team Collaboration, Time Management, Crisis Management
- Communication skills
- Active listening
- Conflict Resolution
- Detail-oriented
- Critical thinking
- Time Management
- Crisis Management
- Conflict resolution
- Team Collaboration
- Adaptability
- Empathy
Personal Information
Title: Customer Service Representative (CSR)
Timeline
CUSTOMER SERVICE REPRESENTATIVE (CSR)
Pharmacentra
10.2025 - 01.2026
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Ameribhealth Caritas(LiveOps)
03.2025 - 09.2025
CUSTOMER SERVICE SALES REPRESENTATIVE
Ehealthinsurance
09.2024 - 02.2025
HIGH SCHOOL DIPLOMA -
Albany Technical College