Summary
Overview
Work History
Education
Skills
Timeline
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Raven Thompson

Dallas,TX

Summary

Experienced with customer support, providing effective and empathetic solutions to enhance satisfaction. Utilizes strong communication and problem-solving skills to address and resolve inquiries promptly. Track record of building rapport with customers and ensuring positive service experience.

Overview

11
11
years of professional experience

Work History

Customer Care Advocate

Lantern
05.2024 - 05.2025
    • Responsible for supporting individuals in navigating the healthcare system and ensuring they receive the best possible care. Assisting patients with understanding their diagnoses, treatment options, and insurance coverage. Also, provide emotional support, facilitate communication between patients and healthcare providers, and advocate for patients' rights and needs.
    • Assisted members with scheduling surgeries and managing medical claims, ensuring correct documentation and timely processing of claims.
    • Demonstrate empathy while addressing medical claims inquiries, providing support to ensure proper claims submission.
    • Reviewed insurance policies, claims, and medical documentation for accuracy, ensuring compliance with guidelines.
    • Achieved consistent performance metrics, meeting goals related to medical claims processing and member support.
    • Regularly monitoring case progression, identifying potential doctor office issues, and implementing necessary adjustment.

Operations Support

SGS-Stephens
08.2022 - 05.2024
  • Responsible for assisting management in the procurement of patients for clinical research testing by providing visibility and insight on study requirements fr and needs. Also responsible for training and quality control of panelist recruiters.
  • Create and maintain the recruiting paperwork necessary to screen patients.
  • Provide the team with information pertaining to study needs.
  • Interact with department management and team members to understand the concerns and/or limitations necessary to assist with recruitment strategy.
  • Regularly review and maintain measurable quality production outputs.
  • Train new staff consistent with approved training materials.
  • Provide management with assessments and progress reports of new staff.
  • Participated in regular professional development opportunities to stay current on best practices related to operations support functions.

Patient Recruiter

Stephens and Associates
07.2019 - 08.2022
  • Responsible for contacting patients to secure agreements to participate in research studies undertaken by the company.
  • Contacted potential patients to gather preliminary information about the individual.
  • Secure medical information and screen patients to study requirements.
  • Participated in company marketing events geared towards potential patients.
  • Improved patient retention rates through personalized follow-up protocols and support services.

Loan Assistant - Wells Fargo Mortgage

Wells Fargo
06.2018 - 07.2019
    • Responsible for ensuring applicants received and completed critical documentation to successfully close their loans.
    • Assisted the applicant with information pertaining to their loans and communicated loan approvals/denials.
    • Coordinated and scheduled loan closings
    • Served as the primary point of contact and liaison between clients, branch manager and the loan originator.
    • Screened and made calls, booked appointments, and provided administrative support as needed.

Claims Adjuster

AIG
08.2014 - 06.2018
  • Responsible for evaluating the degree of liability exposure through thorough investigational tactics. Made approval or denial decisions for each claim by reviewing evidence, estimates and photographs to determine if the written estimate was supported and justified.
  • Created claim reports and documentation to include billing review, investigation notes, judgments, medical records, etc. for company retention.
  • Provided high-quality customer service while efficiently moving files to closure status.
  • Interviewed clients and witnesses to gain pertinent claim information and develop an opinion on liability based on evidence.
  • Prepared disclaimers, reservations of rights and other correspondence as deemed appropriate.

Education

High School Diploma -

Lincoln High School
Dallas, TX
06-2012

Associate of Arts -

Eastfield College
Mesquite, TX

Skills

  • Client follow-up
  • Team coaching
  • Demonstrating empathy
  • Dispute resolution
  • Assertiveness
  • Customer segmentation
  • Customer service
  • Time management
  • Active listening
  • Verbal and written communication
  • Email communication
  • Relationship building

Timeline

Customer Care Advocate

Lantern
05.2024 - 05.2025

Operations Support

SGS-Stephens
08.2022 - 05.2024

Patient Recruiter

Stephens and Associates
07.2019 - 08.2022

Loan Assistant - Wells Fargo Mortgage

Wells Fargo
06.2018 - 07.2019

Claims Adjuster

AIG
08.2014 - 06.2018

High School Diploma -

Lincoln High School

Associate of Arts -

Eastfield College

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Raven Thompson