Tiffany Wade
Raleigh,NC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield
06.2022 - Current
- Act as a service relationship management professional for BCBSNC customers, employer groups and providers to successfully service healthcare insurance needs
- Provide consistent, reliable and customized stakeholder service interactions in a highly efficient and effective manner
- Strengthen the BCBSNC brand by developing, managing and expanding customer relationships at service levels that meet and exceed customer expectations
- Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers
- Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact
- Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
- Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies
- Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues
- Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner
- Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs
- Promote programs, making sound decisions to apply the most appropriate 'stakeholder centric' course of action to respond to needs
- Educate and encourage customers on use of alternative delivery channels including self service, web, etc
- Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience
- Interface with local, state and federal governmental entities and plan participants regarding BCBSNC products, services and policies
Sales Associate
Charter Communications Inc
01.2021 - 09.2021
- Enhances the customer experience by speaking with customers by telephone to provide information about products or services, enter orders, transfer services or escalate complaints
- Serves as expert and educator to customers on all Spectrum products, services and packages along with competitor's offerings
Certified Hemodialysis Technician
Fresenius Kidney Care
04.2019 - 10.2020
- Set up and operates hemodialysis machine to provide dialysis treatment for patients with kidney failure
- Attaches dialyzer and tubing to machine to assemble for use
- Mix dialysate, according to formula
- Prime dialyzer with saline or heparinized solution to prepare machine for use
- Transport patient to dialysis room and positions patient on lounge chair at hemodialysis machine
- Take and records patient's predialysis weight, temperature, blood pressure, pulse rate, and respiration rate
- Explain dialysis procedure and operation of hemodialysis machine to patient before treatment to allay anxieties
- Clean area of access, using antiseptic solution
- Connect hemodialysis machine to access in patient's forearm or catheter site to start blood circulating through dialyzer
- Inspect equipment settings, including pressures, conductivity, and temperature to ensure conformance to safety standards
- Start blood flow pump at prescribed rate
- Inspect venous and arterial pressures as registered on equipment to ensure pressures are within established limits
- Calculate fluid removal or replacement to be achieved during dialysis procedure
- Monitor patient for adverse reaction and hemodialysis machine for malfunction
- Take and records patient's postdialysis weight, temperature, blood pressure, pulse rate, and respiration rate
- Fabricate parts, such as cannulas, tubing, catheters, connectors, and fittings, using hand tools
Behavioral Health Technician
Okam Healthcare and Nurse Staffing
08.2017 - 04.2020
- Provide direct patient care and management of patients with medical and behavioral issues under the supervision of a staff nurse by performing non-professional patient care services, crisis intervention, therapeutic interactions and behavior management
- Assist patients as indicated by their chart and nurse
Education
MBA - Business Analytics
University of North Carolina At Wilmington
Wilmington, NC12-2025
Bachelor's - Psychology
NC Central University
Durham, NC01.2016
Associate of Arts -
Wake Technical Community College
Raleigh, NC01.2008
High School Diploma -
Wake Forest-Rolesville High School
Wake Forest, NC01.2003
Skills
- Crisis intervention
- Communication skill
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
Assessments
- Written communication, Highly Proficient, 06/18
- Customer focus & orientation, Highly Proficient, 11/20
- Customer service, Proficient, 06/18
Personal Information
- Willing To Relocate: Georgia
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
Blue Cross Blue Shield
06.2022 - Current
Sales Associate
Charter Communications Inc
01.2021 - 09.2021
Certified Hemodialysis Technician
Fresenius Kidney Care
04.2019 - 10.2020
Behavioral Health Technician
Okam Healthcare and Nurse Staffing
08.2017 - 04.2020
Bachelor's - Psychology
NC Central University
Associate of Arts -
Wake Technical Community College
High School Diploma -
Wake Forest-Rolesville High School
MBA - Business Analytics
University of North Carolina At Wilmington
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