Rachel Strother
San Angelo,TX
Summary
With the experience gained in my previous positions dealing with people in a customer service representative environment, quality assurance and my experience of eighteen years in a home health environment/nursing environment I believe I would be an asset with placing qualified individuals where they would be the most efficient.
Overview
6
6
years of professional experience
Work History
Health Insurance Consultant
Sitel
03.2021 - 11.2021
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated clients about health insurance coverage options, benefits and costs.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Provided comprehensive customer service to drive client satisfaction.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Customer Service Representative
Sitel
03.2020 - 11.2020
- Sitel
- Assist customers on the phone with all steps of insurance claims
- Aid fellow representatives with their calls when their computer systems went down
- Collaborated with coworkers to help improve the entire teams efficiency
- Direct Support Professional, San Angelo State Supported Living Center
- Care for 15 mentally handicapped women of different ages
- Managed and coordinated class and work schedules for 15 individuals
- De-escalated situations that required immediate attention
- Assisted in day-to-day running of the residence
- Responsible for documenting daily on paper and in computer systems on the individuals
- Assisted other locations within the facility in care of their individuals
- Direct Care Staff, Daybreak
- Assisted four special needs clients with every aspect of their day to day living
- Trained with the Licensed Vocational Nurse on the many different effects of the various medications the clients required
- Kept very detailed charts and records of the various daily activities and tasks
- Kept the home environment clean and sanitary on a daily basis
Quality Assurance
Sitel
03.2020 - 11.2020
- Sitel
- Ensured proper customer service guidelines were followed and adhered to
- Graded peers on multiple levels of customer service
- Recommended to management improvement techniques to increase their teams productivity
Direct Support Professional
San Angelo State Supported Living Center
05.2017 - 12.2018
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Monitored progress and documented patient health status changes to keep care team updated.
Direct Care Staff Member
Daybreak
02.2016 - 06.2018
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Documented client progress and services performed, reporting changes in client condition to manager or supervisor.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Administered medication as directed by physician.
- Monitored and assisted residents through individual service plans.
- Remained alert to problems or health issues of clients and competently responded.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
Education
GED -
Windham High School
Huntsville, TX03.2007
Skills
- Patient Reimbursements
- Contact Management Systems
- Referral Generation
- Health Insurance Plan Knowledge
- Information Updates
- Call Control
- Customer Care
- Customer Experience
Timeline
Health Insurance Consultant
Sitel
03.2021 - 11.2021
Customer Service Representative
Sitel
03.2020 - 11.2020
Quality Assurance
Sitel
03.2020 - 11.2020
Direct Support Professional
San Angelo State Supported Living Center
05.2017 - 12.2018
Direct Care Staff Member
Daybreak
02.2016 - 06.2018
GED -
Windham High School
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