Tierra Martin
Chicago,IL
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
5
5
years of professional experience
Work History
Remote Patient Care Navigator
Health Rhythms
Remote, IL
10.2022 - Current
- Identified individuals in need of services based on health risks identified through data collected within the Health Rhythms app, as well as data from other sources such as a medical record or self report surveys, and providing motivational interviewing based interventions and health education when appropriate to help patients understand and follow care plans.
- Interacted with patients, social services, care/case managers, and provider care teams (nurses, physicians, and other clinical staff) to facilitate appropriate patient interventions and services based on their individual needs.
- Supported patients to improve health literacy and reduce the incidence and severity of adverse health outcomes.
- Developed positive relationships with providers and clinical teams and support them in providing patient education and monitoring that complements their prescribed care plan.
- Utilized care management and other systems for consistent and accurate documentation of member contact, status, interventions, needs and outcomes.
- Placed outreach calls to promote care navigation services, informed members/caregivers of available support resources.
- Communicated with providers and office staff regarding a patient's plan of care and progress towards health goals.
- Referred members to community-based resources that can assist the member with self-care needs.
- Maintained and ensured the security/confidentiality of all personal health information (PHI) collected.
Inside Pharmaceutical Sales Representative
Convergys Corporation
Remote, IL
01.2020 - 01.2021
- Ability to deliver accurate product information, feature/benefits and recommended dosages and usage to Healthcare Professionals by phone.
- Advanced listening and decision-making skills.
- Ability to understand and convey complex product-related information in an educated, reassuring, and professional manner while in a real-time environment.
- Ability to accept and quickly apply coaching and feedback to improve individual performance and customer experience.
- Ability to handle multiple tasks such as actively listening to our caller’s need while navigating our CRM and consistently providing accurate and complete information on the requested topic.
- High work ethic, reliable and punctual in reporting for scheduled work.
- Ability to be flexible as needed to meet the fluctuating business needs.
- Refilled prescriptions, processed overrides if applicable.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided benefit information for upcoming enrollment year.
Remote Customer Service Advocate
Truepill
Remote, IL
11.2021 - 10.2022
- Conducted outbound calls to outreach patients recently discharged from the emergency room.
- Supported inbound calls from patients interested in our program.
- Assisted with scheduling appointments, handling patient questions, and transfer to appropriate departments when applicable.
- Assisted with administrative tasks to support patient care coordination.
- Worked collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high quality service.
- Documented all conversations electronically on company and/or client systems.
- Became an expert with software solutions, including but not limited to Truepill EMR, Slack, and Five9.
Customer Service Advocate (SME)
Blue Cross and Blue Shield of Illinois
Remote, IL
06.2019 - 12.2020
- Delivered efficient and friendly customer service by warmly greeting and assessing needs of diverse customers ( telephonic, electronic).
- Provided customer friendly service experience for customers with questions or issues regarding health care, health insurance including benefits, claims, premium payments, membership, billing, and enrollment.
- Researched and obtained resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution.
- Ensured service coordinated with other supporting areas maintains the appropriate retail center service experience and that internal complexities remain invisible to the customer.
- Logged all inquiries, capturing appropriate data required for reporting and customer understanding.
- Responded to telephone and web-based inquiries and initiate telephonic follow-up when appropriate.
- Assisted sales consultants with new enrollment status and inquiries Host Customer Video Appointments.
- Used Web based tools and other aids to facilitate and teach customers to use resources, tools, information, and products to manage their health care and health care costs most effectively.
- Demonstrated self-service tools through in individual and group sessions, fully navigated all features and highlighting benefits.
Education
Associate Of Arts - General Studies
City Colleges of Chicago-Malcolm X College
Chicago, IL05.2023
High School Diploma -
Orr Academy High School
Chicago, IL06-2001
Skills
- Benefits Explanations
- Medical Insurance
- Benefit Assessment
- Medicare Part B
- Insurance Verification
- Call Center Operations
- Account Management
- Technical Support
- Project Management
- Handling Escalations
- Call Monitoring
- Complaint Resolution
- Audit Support
- Talent Development
- Product Knowledge
- Data Entry
- Microsoft Office Suite
- Follow-Up Skills
- Microsoft Excel
- Medical Terminology Knowledge
- Client Relations
- Product Education
- Customer Consulting
- Medicare Part A, B & C
- Data Entry Skills
- Inbound Calls
- Outbound Calls
- Navigate simultaneously
- Utilize Multiple Systems
- Proficient in CRM
- Proficient in SalesForce
- Customer Engagement
- Complaint Handling
- De-Escalation Techniques
- Order coordination
- Insurance Billing
- High Achiever
- Typist 105 WPM
Timeline
Remote Patient Care Navigator
Health Rhythms
10.2022 - Current
Remote Customer Service Advocate
Truepill
11.2021 - 10.2022
Inside Pharmaceutical Sales Representative
Convergys Corporation
01.2020 - 01.2021
Customer Service Advocate (SME)
Blue Cross and Blue Shield of Illinois
06.2019 - 12.2020
Associate Of Arts - General Studies
City Colleges of Chicago-Malcolm X College
High School Diploma -
Orr Academy High School