Summary
Overview
Work History
Education
Skills
Timeline
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Tiffany McGee

Hammond,IN

Summary

Personable Member Support Specialist offering 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

8
8
years of professional experience

Work History

Member Support Specialist

Hinge Health
09.2023 - Current
  • Collaborate with cross-functional teams to address complex issues, resulting in seamless member interactions.
  • Increased member retention rate by 5% by delivering exceptional support experiences.
  • Streamlined support process for quicker resolution times, resulting in less than 48 hour response to members ensuring timely resolution.
  • Trained new team members in best practices for efficient and consistent member support delivery.
  • Handled complaints with prompt, courteous service to uphold professional reputation.

Associate Member Support Representative

Hinge Health
01.2022 - 09.2023
  • Maintained monthly metrics by consistently meeting and/or exceeding KPIs related to performance, productivity and member satisfaction by 20%
  • Provided guidance and support for members to maximize their utilization of products and services
  • Gathered and analyzed member feedback to identify trends and opportunities for improvement.
  • Reduced response time for inquiries through efficient management of email and phone communications.

Customer Success Specialist

Bswift
08.2019 - 12.2021
  • Onboarded and educated more than 500 clients on company software applications and benefit information.
  • Increased team customer satisfaction percentage by 10% by addressing concerns and providing tailored solutions for client needs.
  • Partnered internally with cross-functional teams such as Quality Assurance and Client Success to ensure seamless customer experience.
  • Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before being escalated.

Patient Support Specialist

Aspen Dental
08.2018 - 08.2019
  • Coordinated with Office Manager to schedule monthly team meetings, resulting in overall 75% attendance rate and increased team morale.
  • On-boarded five new team members using office policies and performance objectives, ensuring each individual had the necessary skills and knowledge to succeed in their roles.
  • Conducted thorough insurance verification and pre-authorization tasks, minimizing billing errors and disputes.
  • Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.

Data Entry Associate

South Suburban College
08.2016 - 08.2018
  • Streamlined workflow processes by organizing and prioritizing assigned tasks for optimal productivity which resulted in a 30% productivity increase.
  • Maintained strict confidentiality with sensitive information, ensuring protection of company and client data.
  • Enhanced team efficiency by completing high-volume data entry tasks within tight deadlines.
  • Contributed to a positive work environment by maintaining open communication channels with colleagues and supervisors.

Payment Processing Specialist

Comcast
11.2015 - 07.2016
  • Reviewed customer invoice requests to provide solutions that ensure customer satisfaction, resulting in 95% approval rate of invoice adjustments.
  • Collaborated with internal departments to resolve payment discrepancies, contributing to improved client relationships.
  • Utilized Salesforce to manage and track customer accounts, including processing payments, updating billing information, and resolving billing discrepancies.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Education

Associates - Health Science

South Suburban College
South Holland
06.2017

Skills

  • Microsoft Office
  • Team Leadership
  • Exceptional communication
  • Database Management
  • Salesforce CRM
  • Fresh Desk
  • Process Improvement
  • Customer Support
  • Slack/Microsoft Teams

Timeline

Member Support Specialist

Hinge Health
09.2023 - Current

Associate Member Support Representative

Hinge Health
01.2022 - 09.2023

Customer Success Specialist

Bswift
08.2019 - 12.2021

Patient Support Specialist

Aspen Dental
08.2018 - 08.2019

Data Entry Associate

South Suburban College
08.2016 - 08.2018

Payment Processing Specialist

Comcast
11.2015 - 07.2016

Associates - Health Science

South Suburban College

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Tiffany McGee