ROBERT J. WASHINGTON
Houston,TX
Summary
Experienced with complex customer service interactions, ensuring timely and accurate resolutions. Utilizes in-depth knowledge of company policies and procedures to handle escalated issues effectively. Track record of maintaining high customer satisfaction through excellent problem-solving and communication skills. Energetic and empathetic, demonstrating strong problem-solving abilities and effective communication skills. Brings quick learning ability and adaptability, coupled with proficiency in digital communication tools. Ready to use and develop problem-solving and communication skills in the Paralegal role.
Overview
14
14
years of professional experience
Work History
Tier 2 Customer Service Representative
WPS Health Insurance
09.2023 - Current
- Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
- Assisted in training new hires, ensuring they were well-equipped to meet company standards in customer service excellence.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Service Professional - Financial Services
American International Group, AIG
10.2019 - 10.2022
- Assisted Clients with processing transactions within their retirement account
- Assisted with the setup and navigation of the client’s online account
- Made sure the client felt they were being assisted by someone knowledgeable, caring, attentive, and represented the company’s values
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
Customer Service Representatives
Anthem- Blue Cross Blue Shield of Texas
08.2017 - 04.2019
- Guide members through their healthcare questions via customer calls and e-mails or help providers with answering questions about member plans
- I helped them navigate their healthcare needs by explaining their benefits, solving claim concerns, finding a doctor nearby, or being their healthcare advocate
- Used compass to navigate the members benefits, eligibility, and participating providers
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
Associate Customer Communication Specialist
Coventry Health Care
09.2011 - 01.2015
- Handled an average of 200 incoming calls per day from Medicare members and medical professionals responding to benefit inquiries including authorizations, payments, denials, coordination of benefits, and benefit eligibility
- Acted as a liaison between Medicare members and healthcare facilities by providing coverage verifications as well as providing payment authorizations
- Responded to requests for procedural authorizations and general coordination of benefits and member eligibility
- Processed benefit claims and trained in the re-adjudicating of claims through use of IDX systems
- Optimized social media presence through strategic content creation, leading to significant growth in followers and engagement rates.
Benefits Service Specialist
Aon Hewitt
09.2010 - 03.2011
- Responsible for the administration of various employee benefit programs (health, life, dental and vision) for several Fortune 500 companies including First American, Tenet, Waste Management and BAE Systems
- Primarily served as the first point of contact for employees, supervisors and human resource personnel on matters relating to benefits eligibility and participation
- Responsible for setting up all types of leaves of absence including medical, maternity, FMLA, short and long-term disability and military leave for 4 fortune 500 companies: First American, Tenet, Waste Management and BAE Systems
- Ensured compliance with federal and state regulations by staying informed of industry trends and legal requirements related to employee benefits.
- Maintained confidentiality when handling sensitive personal information related to employee benefits administration.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Education
Claims Processing Training
Coventry Healthcare
01.2014
Medicare Advantage & Part D Inquiry System Training (MARx)
Coventry Healthcare
01.2014
Some College (No Degree) -
University of Houston Downtown
Houston, TxSkills
- Microsoft Office Suite
- Data entry proficiency
- Email Etiquette
- Call handling
- Customer Service
- Appointment Scheduling
- Microsoft Outlook
- Data Recovery
- Time Management
- Attention to Detail
- Problem-Solving
- Teamwork and Collaboration
References
- Jessica Smith, 281-854-7090, Smith Wilson & Dennis, P.C.- Known 5 years
- Tiara Miller, 713-208-0595, Coventry Healthcare – Known 3 years
- Taira Bradley, 832-202-5523, Coventry Healthcare – Known 3 years
Timeline
Tier 2 Customer Service Representative
WPS Health Insurance
09.2023 - Current
Customer Service Professional - Financial Services
American International Group, AIG
10.2019 - 10.2022
Customer Service Representatives
Anthem- Blue Cross Blue Shield of Texas
08.2017 - 04.2019
Associate Customer Communication Specialist
Coventry Health Care
09.2011 - 01.2015
Benefits Service Specialist
Aon Hewitt
09.2010 - 03.2011
Medicare Advantage & Part D Inquiry System Training (MARx)
Coventry Healthcare
Claims Processing Training
Coventry Healthcare
Some College (No Degree) -
University of Houston Downtown
Similar Profiles
Carmen PankratzCarmen Pankratz
Medicare Sales Representative at WPS Health InsuranceMedicare Sales Representative at WPS Health Insurance
NADIA PITTSNADIA PITTS
Customer Service Representative at WPS Health InsuranceCustomer Service Representative at WPS Health Insurance
TAMERIA FOXWORTHTAMERIA FOXWORTH
Call Center Team Lead at WPS Health InsuranceCall Center Team Lead at WPS Health Insurance