Shannon Cherry
Columbus
Summary
Compassionate professional with over four years of experience in patient service and customer care. Recognized for exceptional listening skills and ability to address sensitive issues with empathy, fostering trust and satisfaction among members.
Overview
9
9
years of professional experience
Work History
Patient Service Representative
Quantum Health
Dublin, OH
07.2021 - Current
- Average ACW for the past 30 days is 45 seconds.
- Educated members on health plan benefits, addressing inquiries to enhance understanding and satisfaction.
- Facilitated communication between members and healthcare providers, improving access to services.
- Verified insurance eligibility and coverage for members.
- Handled sensitive member concerns with professionalism and empathy, fostering an atmosphere of trust with the company.
- Provided exceptional customer service to members, answering questions and addressing concerns.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to members and providers.
Customer Service Representative
Safelite Solutions
Dublin, OH
02.2017 - 06.2021
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Processed claims accurately using proprietary software systems.
- Collaborated with team members to improve service response times and resolve issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new staff on customer service protocols and system navigation.
Education
Associate of Arts - Philosophy/Literature
Clark State Community College
Springfield, OHSkills
- Customer service
- Passion for helping others
- Excellent listening skills
- Open minded and welcome to feedback
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Workflow optimization, prompt and efficient
- Queue management
- Phone and email etiquette
Timeline
Patient Service Representative
Quantum Health
07.2021 - Current
Customer Service Representative
Safelite Solutions
02.2017 - 06.2021
Associate of Arts - Philosophy/Literature
Clark State Community College