Queshondra Thompson

• PHandled customer complaints and resolved issues effectively and promptly.
• Processed applications and updated member records in the system.
• Collaborated with team members to enhance customer service strategies.
• Maintained accurate records of customer interactions and transactions to support service quality.
• Answered incoming calls from Medicare beneficiaries, delivering accurate information on benefits and coverage options.
• Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
• Reviewed and proofread documents for accuracy and clarity.
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• Resolved customer complaints by employing effective communication and problem-solving skills to ensure customer satisfaction.
• Collaborated with team members to identify and implement strategies that enhanced overall customer experience.
• Utilized CRM software to track interactions and follow up with customers.
• Answered customer inquiries, providing accurate information on products and services to assist in informed purchasing decisions.
• Developed strong relationships with customers by providing personalized assistance and support.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Managed patient records using electronic health record systems.

• Ensured accuracy of patient information during data entry processes.
• Reviewed records for compliance with healthcare regulations and policies.
• Adhered to HIPAA guidelines when handling protected health information.
• Collected, filed, scanned, and retrieved confidential patient information.
• Pulled patient records and transferred information to appropriate parties.
• Resolved any issues relating to incomplete documentation or coding errors.
• Created and converted documents

• Provided exceptional customer service to ensure customer satisfaction.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Managed high volume of customer calls daily to address inquiries and concerns.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Collected deposits or payments and arranged for billing.
• Maintained detailed records of customer interactions and inquiries to enhance service quality.
• Analyzed CRM reports to identify recurring issues and recommend actionable improvements.
• Proposed product, service, and billing improvements to management, contributing to more effective resolution of customer issues.
• Explained to policyholders coverage, limits and regulations