Shakera Phillips
Albany,GA
Summary
Experienced Customer Service Representative with 8 years in healthcare contact centers, specializing in member enrollment, prescription inquiries, and transportation scheduling. Expertise in resolving complex issues through clear communication and accurate CRM documentation while ensuring HIPAA compliance. Committed to enhancing member experiences and driving team success through effective problem-solving and process knowledge.
Overview
5
5
years of professional experience
Work History
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Ameribhealth Caritas
03.2025 - 02.2026
- Answered a high volume of inbound calls from members in a professional and courteous manner.
- Assisted members with scheduling, updating, rescheduling, and canceling transportation appointments for medical visits.
- Verified member eligibility, appointment details, pickup and drop-off locations, and special transportation needs
- Maintained HIPAA compliance while handling confidential member information
- Delivered compassionate customer service while meeting productivity and quality goals in a fast-paced remote environment.
- Demonstrated excellent communication, active listening, and problem-solving skills to improve member satisfaction
- Remote
CUSTOMER SERVICE REPRESENTATIVE (CSR)
Pharmacentra
05.2022 - 12.2024
- Assisted customers with health insurance questions, enrollment, and plan information
- Explained healthcare benefits, policies, and procedures in a clear and professional manner
- Assisted callers with prescription inquiries, addressing medication coverage, status, refills, and prior authorization to enhance customer understanding and satisfaction.
- Coordinated with pharmacies and healthcare providers to effectively resolve medication-related issues, ensuring timely and accurate service for customers.
- Escalated complex prescription issues according to company policies and procedures
- Verified customer information and documented interactions in CRM systems to ensure accurate records for follow-up.
- Worked remotely to assist clients with inquiries and support
CUSTOMER SERVICE SALES REPRESENTATIVE
Ebealth
10.2020 - 01.2022
- Answered a high volume of inbound calls from members seeking assistance with health insurance plans and benefits
- Assisted customers with enrollment, policy updates, and account maintenance, addressing service inquiries to enhance member experience.
- Verified member eligibility, identity, and insurance information while ensuring HIPAA compliance.
- Maintained quality assurance and productivity standards while achieving high customer satisfaction in fast-paced remote call center.
- Built positive relationships with members through empathy and active listening, effectively resolving issues to improve overall satisfaction.
- Worked remotely to assist customers
Education
HIGH SCHOOL DIPLOMA -
Albany Technical College
Albany05-2020
Skills
- Conflict management, Appointment Scheduling, Call center management, CRM Software, Empathy, Adaptability, Team Collaboration, Time Management, Stress Management
- Time Management
- Stress Management
- Adaptability
- Team Collaboration
- Empathy
- Client relations management
- Time Management
Personal Information
Title: Customer Service Representative (CSR)
Timeline
HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
Ameribhealth Caritas
03.2025 - 02.2026
CUSTOMER SERVICE REPRESENTATIVE (CSR)
Pharmacentra
05.2022 - 12.2024
CUSTOMER SERVICE SALES REPRESENTATIVE
Ebealth
10.2020 - 01.2022
HIGH SCHOOL DIPLOMA -
Albany Technical College