Sophonie Edouard
Hartford,CT
Summary
Dedicated healthcare professional with a strong commitment to excellence and a passion for improving the member experience. Proven ability to deliver quality results, solve complex problems, and drive regulatory compliance in fast-paced environments. Skilled in cross-functional collaboration, coaching, risk assessment, and regulatory standards with a deep understanding of healthcare systems.
Overview
7
7
years of professional experience
Work History
Patient Access Coordinator
ProHealth Physicians
11.2024 - Current
- Prioritized and organized workloads to meet established quality and timeliness objectives.
- Supported internal teams by coordinating responses to complex service issues and escalations.
- Assisted in process improvement initiatives by identifying inefficiencies and recommending solutions.
- Acted as a peer mentor and contributed to a collaborative team culture driven by quality and service excellence.
Concierge Customer Service Specialist
Emblem Health
02.2022 - 04.2024
- Managed incoming inquiries through multiple contact channels for the city of New York HMO health insurance members.
- Obtain and document claim information employing underwriting and claim systems, while effectively communicating resolutions for members' requests, ensuring high First Contact Resolution rates.
- Acted as an advocate for members by addressing issues immediately and continuously following up until resolution.
- Established strong connections and rapport with members to deliver exceptional personalized service.
- Perform administrative duties in insurance claims and assist with general office procedures and problem solving.
Customer Service Representative
The Hartford
09.2018 - 10.2020
- Controlled incoming inquiries through multiple contact channels for new and existing AARP members regarding their auto and home insurance within The Hartford's customer-facing personal lines of business.
- Ensured individuals are well protected and exceed policy requirements to help policyholders achieve their future goals and provide peace of mind.
- Utilized active listening and critical thinking skills to empathize, analyze, and comprehend the member's needs, requests, concerns, and feedback.
- Leveraged internal team collaboration and resources to devise effective solutions.
Education
B.S. - Dental Hygiene, Public Health
Goodwin University
East Hartford, CT06.2025
Phlebotomy Technician
Tunxis Community College
Farmington, CT01.2018
Biology
Pace University
New York, NY01.2016
General Studies
Kingsborough Community College
New York, NY01.2013
High School Diploma - undefined
Hall High School
West Hartford, CT01.2012
Skills
- Strong ability to request, provide, and respond to routine data and instructions
- Effectively communicates with agents, insureds, claimants, and colleagues while maintaining professionalism
- Proactive in staying informed and keeping others updated
- Skilled in data entry and familiar with claim and underwriting systems, including BCMS, ELMS, CAMS, CSAMS, and Bond Production
- Provides proactive support to colleagues and ensures consistent service delivery
- Efficient in gathering and analyzing necessary facts and coverage information from underwriting systems or personnel
Communication
Technical Proficiency
Team Collaboration
Leadership & Development
- Actively seeks personal growth opportunities through training and mentoring
- Contributes to goal-setting and demonstrates commitment to service excellence
- Demonstrates courage and credibility when tackling difficult decisions
- Uses clear communication to influence and collaborate with others, even without formal authority
- Analyzes complex issues, synthesizes information, and makes data-driven decisions
- Embraces candid feedback, learns from experience, and shows resilience
- Reflects on mistakes and continuously strives for improvement
Decision-Making & Influence
Self-Awareness & Growth
Timeline
Patient Access Coordinator
ProHealth Physicians
11.2024 - Current
Concierge Customer Service Specialist
Emblem Health
02.2022 - 04.2024
Customer Service Representative
The Hartford
09.2018 - 10.2020
Phlebotomy Technician
Tunxis Community College
Biology
Pace University
General Studies
Kingsborough Community College
High School Diploma - undefined
Hall High School
B.S. - Dental Hygiene, Public Health
Goodwin University
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