Shana Glover
Willis,TX
Summary
Results-driven Care Advocate skilled in navigating complex healthcare systems to enhance patient access and improve comprehension of insurance benefits. Transformed challenges into positive outcomes through effective communication and critical thinking, demonstrating reliability and a commitment to patient support.
Overview
8
8
years of professional experience
Work History
Care Advocate
Included Health
02.2021 - Current
- Facilitated patient access to care services through effective communication and navigation support.
- Coordinated with healthcare providers to ensure timely delivery of medical resources and information.
- Assisted patients in understanding benefits, coverage options, and claims processes for optimal utilization.
- Developed educational materials to enhance patient awareness of available health services and programs.
- Handled escalated outreaches passed down from member resolution team for complex situations
Escalation Agent
Alorica (CVS Caremark)
09.2019 - 02.2020
- Resolved complex customer issues using effective communication and problem-solving techniques, enhancing customer satisfaction.
- Managed escalated inquiries, ensuring timely and accurate resolutions for clients, reinforcing trust and loyalty.
- Upholded company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
- Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
Call Center Representative
Alorica (CVS Caremark)
01.2019 - 09.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled customer inquiries, ensuring prompt and accurate responses to enhance satisfaction.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Resolved escalated issues, employing active listening skills to identify and address concerns effectively.
- Participated in team meetings, sharing insights on customer trends to inform service enhancements.
- Utilized CRM software to track interactions, maintaining detailed records for follow-up actions.
- Resolved escalated calls by addressing complex issues and ensuring client satisfaction.
- Enhanced first-call resolution rates through thorough issue analysis and effective problem-solving.
Education
Cypress Woods High School
Cypress, TXSkills
- Healthcare
- Claims processing
- Medical insurance
- Patient education
- Policy understanding
- Problem-solving
- Problem resolution
- Critical thinking
- Calm under pressure
- Multitasking
- Team collaboration
- Customer service
- Conflict resolution
- Self-awareness
- Professional boundaries
- Reliability
Timeline
Care Advocate
Included Health
02.2021 - Current
Escalation Agent
Alorica (CVS Caremark)
09.2019 - 02.2020
Call Center Representative
Alorica (CVS Caremark)
01.2019 - 09.2019
Cypress Woods High School