Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ruby Glenn

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.

Overview

13
13
years of professional experience

Work History

Customer Care Representative

VXI
Remote
01.2022 - 06.2025
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
  • Ensured compliance with data protection regulations when handling customer information.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Escalated unresolved issues requiring further investigation or specialized expertise.

Healthcare Customer Service Representative

Cigna
12.2019 - 01.2023
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
  • Ensured that proper follow up was completed after each interaction with a customer.
  • Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
  • Compiled reports on patient visits for management review as needed.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.

Call Center Representative

Anthem Blue Cross Blue Shield
05.2015 - 12.2019
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Customer Service Representative/Medical Claims Processor

CVS Minute Clinic
10.2012 - 11.2017
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered customer inquiries via phone, email, and chat.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Worked collaboratively with providers' offices to ensure timely reimbursement on submitted claims by providing missing documentation or correcting errors that caused delays in payment processing.
  • Responded promptly to customer inquiries regarding claim status or other issues.

Education

High School Diploma -

Clayton High School
05-1988

Skills

  • Customer service
  • Data protection
  • Medical claims processing
  • Website navigation
  • Problem resolution
  • Regulatory compliance
  • Report compilation
  • Insurance verification
  • Attention to detail
  • Call logging
  • Call center experience
  • Email communication
  • Punctuality and reliability
  • Call handling
  • Decision-making
  • Healthcare regulations
  • Data protection compliance
  • Electronic health records
  • Problem solving
  • Effective communication
  • Time management
  • Follow-up procedures
  • Report generation
  • Team collaboration
  • Insurance claims follow-up
  • Healthcare industry
  • Medical billing
  • Medical terminology
  • Patient eligibility verification
  • Claims processing
  • Policy adherence
  • Referral coordination
  • Patient payment processing
  • Multi-channel communication
  • Verbal and written communication
  • Post-discharge care coordination
  • Friendly and outgoing
  • Admitting coordination
  • Problem-solving
  • Information collection

References

References available upon request.

Timeline

Customer Care Representative

VXI
01.2022 - 06.2025

Healthcare Customer Service Representative

Cigna
12.2019 - 01.2023

Call Center Representative

Anthem Blue Cross Blue Shield
05.2015 - 12.2019

Customer Service Representative/Medical Claims Processor

CVS Minute Clinic
10.2012 - 11.2017

High School Diploma -

Clayton High School

Similar Profiles

CREATE PROFILE
Ruby Glenn