Stephanie Lewis

Received incoming calls, assisted customers with billing issues, whether it’s providing account information, submitting requests for refunds, canceling subscriptions, and escalating to the Senior level for issues that require it

• Providing technical support for IOS devices, iPhone, iWatch, and iPad, with troubleshooting steps to resolve most device issues
• Ran diagnostic test if issues required it
• Creates reservations for problems that require hardware repairs
• Assisting customers with completing software updates
• Provides education to customers that allows them to follow procedures that enable self-sufficiency in maintaining their devices

• Answered approximately 30 incoming calls for clients in the state of Virginia
• Enrolled clients by phone who were seeking Medicaid coverage if qualified
• Provided status information for applications and escalated for clients who wanted to appeal denials
• Transferred calls to other departments or managed care organizations that could resolve the client’s current issues
• Troubleshoot the knowledge base to find resolutions for more intricate client issues
• Notated extensively, a summary of every call
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Assisted clients with applications for the VA ADAP program and critiqued according to insurance coverage established which program the client qualified for
• Placed outbound calls to case managers and medical personnel to retrieve clients’ missing information
• Submitted multiple documents specifying the approval and denial of client applications
• Notated my daily activities for each client and time sheets to account for every minute of my shift
• Received incoming calls from personnel checking on the status of their client’s application
• Attended monthly personnel meetings held by management to get updates on the program

• Received incoming calls from unemployed claimants
• Assisted claimants with filing unemployment claims for benefits
• Corrected and entered demographics information to create tickets in Salesforce for each call
• Researched files and documents to provide one-call resolutions for each claimant
• Provided empathy for the devastating situation claimants are going through with the new reality of this pandemic
• Created emails to send to other departments that will further assist the claimant to correct issues on claims
• Created summary notes on every ticket.

• As a Licensed Health Insurance broker, I professionally answered inbound calls from customers
• Provided necessary information so they can make the best decision on which health insurance policy will meet their needs during open enrollment
• Enrolled and took payments from customers for health policies
• Transferred calls to those that best assist the customer’s specific need
• Updated customer information and created notes on every call taken.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Resolved concerns with products or services to help with retention and drive sales.

• Professionally answered 45+ inbound calls from customers, providers, and internal personnel
• Enrolled clients and providers with rescheduling and registering of courses
• Transferred calls internally to other internal departments that best assist the customer’s specific needs
• Updated customer and provider account information
• Created cases on every call that summarizes every action taken.

• Professionally answered 100+ inbound calls from medical and pharmaceutical personnel
• Assisted clients and patients with prior authorizations, case creation, and status updates
• Transferred restricted access and Medicare clients to their proper facilitator
• Updated missing members’ information

• Retrieved, signed out, and delivered medical records requested by departments
• Filed medical records in the proper location according to the numeric filing system
• Operated computer to enter new patient record information into the File on the system and print scan labels
• Researched and retrieves data for chart appointment information in Web Vision to pull ahead for upcoming appointments
• Purged medical records to be sent to an offsite storage facility
• Filed laboratory reports in patient records
• Played the role of a team player in my department which allowed the other areas of the health department to function more smoothly
• Responsible for providing excellent Customer Service.

• Assisted customers via home office call center setting with placing and modifying retail orders, returning products, and educating customers on all products and services offered by the company
• Utilized multiple applications to research and enter data to address and solve customer issues
• Functioned successfully with the clients, who often complimented me for my service and my ability to solve their issues
• Handling Data Entry with accuracy while doing the same work.