Rachel Wilborn
Fort Worth,TX
Summary
With over 8 years of Customer Experience in the Healthcare and Insurance industry, I have been able to identify gaps in processes and improve overall customer satisfaction. I am looking to leverage my abilities to successfully fill the position at your company.
Overview
9
9
years of professional experience
Work History
Vocational Rehabilitation Assistant II
Texas Workforce Commission
03.2023 - Current
- Provides routine casework services and assistance to VR Counselor in certification of eligibility. Collects information for intake/profile process
- Prepares and reviews reports for accuracy on monitored services. Perform purchasing of equipment and supplies
- Works with VR team to build quality relationships with businesses in order to provide career opportunities for customers
- Follows Texas Workforce Solutions/ Voc Rehab policies,procedures and best business practices and monitors customer purchasing processes
QA Analyst-Customer Support
FAVOR HEALTHCARE
01.2022 - 09.2022
- Develop and maintain internal support center quality standards
- Complete audit sampling of employee's customer interactions via phone and SMS to ensure internal standards
- Create strategies to improve/evolve customer experience and surface trends to leadership
- Attend weekly calibration meetings to ensure alignment
Patient Care Specialist
FAVOR HEALTHCARE
07.2018 - 01.2022
- Successfully onboard new and existing customers and address all inquiries regarding the patients accounts
- Process birth control insurance claims, payments, and refunds
- Write and implement training material for SOP's for pharmacy queues
- Report internal and external system and patients concerns to engineering for troubleshooting
Customer Service Representative
Adecco
07.2017 - 12.2017
- Performed outbound calls to shareholders to receive their votes on upcoming elections
- Documented and updated internal documents with shareholders votes
- Perform additional assigned task such as clear backlog , call back unanswered SHs, update internal communications
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
Talent Acquisition Specialist
Jamespoint Management
07.2015 - 06.2017
- Processed high volume of offer request using Workday ATS
- Ensured excellent candidate experience through prompt follow up and throughout the candidates life cycle
- Assisted with Job posting/descriptions on various websites/Social media platforms
- Improved the accessibility and efficiency of organizational filing systems for confidential employee records
Education
Medical Billing and Coding Specialist -
Medcerts
Livingston, New Jersey10.2020
Telecommunications -
Texas A&M University
College Station, Texas12.2017
Skills
- Compliance Management
- Customer Success
- Administrative Support
- Data Capture and Analyst
- Critical thinking
Timeline
Vocational Rehabilitation Assistant II
Texas Workforce Commission
03.2023 - Current
QA Analyst-Customer Support
FAVOR HEALTHCARE
01.2022 - 09.2022
Patient Care Specialist
FAVOR HEALTHCARE
07.2018 - 01.2022
Customer Service Representative
Adecco
07.2017 - 12.2017
Talent Acquisition Specialist
Jamespoint Management
07.2015 - 06.2017
Telecommunications -
Texas A&M University
Medical Billing and Coding Specialist -
Medcerts
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