Hi, I’m
Tamara Hay
Jacksonville,FL
Summary
Highly Motivated Customer Support Representative with 9+ years of experience solving customer issues and improving overall customer satisfaction through First Call Resolution. Proficient in best practices Always going above and
beyond to not delay member care to
the best of my ability.
Overview
8
years of professional experience
Work History
Florida Blue
service advocate IV claims QIP
11.2019 - Current
Job overview
- Coordinate medicare, medicaid and secondary insurance coverage
- Enhanced claim processing efficiency by implementing automated workflows and streamlining procedures.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Improved customer satisfaction by resolving complex medical claims in a timely and professional manner.
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Ensured accurate payments by meticulously reviewing medical records, invoices, and supporting documentation.
- Paid or denied medical claims based upon established claims processing criteria.
ULTA Beauty Fulfillment center
Material Handler
10.2020 - 01.2023
Job overview
- Accurately picking/packing orders using established best practices, Processing high volume retail orders
- Maintained quality control standards by checking items as they come in
- Using handheld to scan items then packing them for shipment.
- Reduced order processing time with streamlined material handling procedures.
- Enhanced warehouse efficiency by organizing materials and implementing inventory management systems.
Florida Blue
Member contact specialist
07.2017 - 11.2019
Job overview
- Provided a customer friendly service experience for
customers with questions of issues related to their
healthcare, health insurance (benefits, claims,
premium payments, membership, billing and
enrollment) - Maintained high levels of service quality by consistently meeting performance metrics and adhering to established protocols.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Analyze claims in Diamond / Customer Connect to
ensure billing appropriately according to benefit
rules, mandates, and individually to the member. - Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Jacksonville zoo & gardens
Guest Service Associate
03.2016 - 08.2017
Job overview
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Maintained inventory keeping record of all food delivers and cost
- Assisted co-workers in setting up and breaking down stations as designated by the manager for special events.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
- Delivered exceptional service by promptly addressing customer concerns and special requests.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
Education
Jean Ribault High SchoolJacksonville, FL
High School Diploma
05.2013
Skills
- Data Entry
- Performance Metrics
- Client relations
- Order fulfillment
- In Depth knowledge of healthcare industry environment
- Customer Service Background
- Excellent interpersonal communication
- Complex Problem-Solving
- Microsoft Office (Word, Excel, PowerPoint,
Access) - Active Listening
- Innovative
- Complaint Handling
References
- Katelyn G, (904)615-4490
- Beneashia Tift, (229) 485-8702
- Paige Hicks (904)566-2320
Timeline
Material Handler
ULTA Beauty Fulfillment center
10.2020 - 01.2023
service advocate IV claims QIP
Florida Blue
11.2019 - Current
Member contact specialist
Florida Blue
07.2017 - 11.2019
Guest Service Associate
Jacksonville zoo & gardens
03.2016 - 08.2017
Jean Ribault High School
High School Diploma
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