Tiffany White
Dallas,TX
Summary
Highly motivated professional seeking to join a community-focused company that values exceptional customer service and support. Skilled in handling individuals in stressful situations to meet their benefits needs while adapting to various agency structures. Experienced in fulfilling requirements through email, letters, telephone calls, and in-person interactions, while adhering to regulatory limits and department standards. Possesses comprehensive understanding of supplemental health insurance, advanced knowledge of healthcare professional contracts and reimbursement, and expert coordination of benefits. Well-versed in claims intake and knowledgeable about HIPAA state and federal requirements.
Overview
26
26
years of professional experience
Work History
Customer Support Health Systems
Mckesson Corporation
07.2022 - Current
- Accept inbound calls and handle customer requests from MHS and any other skills trained
- Place direct, drop ship and remote enhanced delivery orders
- Assist customers with basic system navigation
- Process credit research requests Document Retrieval
- Meet all departmental goals including schedule adherence, attendance, and quality monitoring
- Enter all calls in the Call Tracking System with accuracy and with well documented call notes
- Follow documented procedures for call handling
- Communicate/partner effectively with DC, Sales team and other internal/external partners to provide customer complete resolution
- Work with multiple computer applications while simultaneously taking customer calls
Retail National Accounts Representative
Mckesson Corporation
01.2020 - 07.2022
- Accept inbound calls and handle customer requests with professional phone etiquette
- Enter all calls in the Call Tracking System with accurate, well-documented call notes
- Place direct, drop-ship, and remote enhanced delivery orders
- Assist customers with system navigation
- Process credit research and document retrieval requests
- Meet all departmental goals including schedule adherence, attendance, and quality monitoring
- Communicate effectively with internal and external customers to provide first call resolution and de-escalate customer concerns
- Work with multiple systems, up to 3 monitors, and multitask in a fast-paced environment
- Strong computer skills to include terminology, function, and navigation
Duty Manager
Microsoft Corp.
05.2015 - 12.2019
- Responsible for creating, managing business, and operations processes for our software engineering team
- Managed high volumes of emails and IM communications between internal teams
- Skilled in reading and understanding technical support descriptions and assigning tickets to the proper software engineers
- Able to skillfully multitask the management of multiple high-volume support queues and severity critical incidents
Customer Service Representative
Cigna Group Insurance
03.2007 - 04.2014
- Kept policy holder's account information current and accurate by preparing, completing, and processing forms and database changes
- Consulted with customers via phone regarding their short-term and long-term disability policies
- Assisted 200 plus policyholders per day, by greeting with an upbeat attitude and willingness to solve each and every problem
- Communicated with supervisors on a frequent basis to escalate customer concerns, store issues, and inventory requirements
- Capitalized on opportunities to enhance customer experiences and bring in repeat business
- Reviewed policies to establish and enforce rules when customers request was not obtainable
- Gathered information from customers and asked open-ended questions to understand needs and address them quickly
Customer Service Representative
Care Mark Specialty RX
05.2003 - 07.2007
- Reviewed and processed patient correspondence
- Adjudicated RX claims payment for medication
- Registered and updated patient's information in CRM system
- Responsible for processing claims and administering dispositions according to contractual benefits and company policies
- Worked daily with contracting to increase service levels based upon root cause of analysis advanced knowledge of BEN, Computrak, and FACETS
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
- Managed quality communication, customer support, and product representation for each client
Customer Service Representative
Aetna InteliHealth Inc.
01.1999 - 05.2003
- Maximized customer satisfaction via phone and written correspondence in reference to benefit plans for employees
- Actively researched reference materials to clarify medical procedures, and changes in healthcare providers claim administrations and laws
- Subject Matter Expert supporting new employee training efforts and OJT
- Processed requests for physician changes and network adequacy
- Designated point of contact for facilities, policyholders and employers
- Responsible for communicating customer health benefits rights in accordance with health plans
- Answered [90-100] + inbound calls per day to address customer inquiries, resolve issues and provide information in reference to health plans, and directed inbound calls to designated individuals or departments
- Completed diverse tasks on daily basis to serve customer needs
Education
High School Diploma -
Justin F Kimball High School
Dallas, TX01.1992
Skills
- Client Interaction Expertise
- Enthusiastic Approach
- Experienced with Windows Operating System
- Analytical Problem-Solving
- Quality Management Practices
- Advanced Microsoft Office Skills
- Customer Interaction via Phone
- Business Development Acumen
- Versatile Team Participant
- Collaborative Team Leadership
- Credit Card Transaction Management
- Experienced with Office Technology
- System Integration
Timeline
Customer Support Health Systems
Mckesson Corporation
07.2022 - Current
Retail National Accounts Representative
Mckesson Corporation
01.2020 - 07.2022
Duty Manager
Microsoft Corp.
05.2015 - 12.2019
Customer Service Representative
Cigna Group Insurance
03.2007 - 04.2014
Customer Service Representative
Care Mark Specialty RX
05.2003 - 07.2007
Customer Service Representative
Aetna InteliHealth Inc.
01.1999 - 05.2003
High School Diploma -
Justin F Kimball High School
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