Tyrell Wilson
6301 Odyssey Lake Circle South, Apt. 6301, Brunswick,Georgia
Summary
Dedicated Customer Service Representative with a proven track record in delivering exceptional support and effectively resolving customer inquiries. Notable achievements include enhancing customer satisfaction scores and fostering loyalty through proactive service. Core competencies include strong communication, problem-solving skills, and a commitment to team performance improvement by sharing best practices.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
ASK Staffing, Inc.
Alpharetta, Georgia
08.2024 - 01.2025
- Responded promptly to BlueCross BlueShield of Tennessee Medicare members inquiries about coverage, claims status, billing questions, plan options, and policy changes.
- Clearly communicated details about different BlueCross BlueShield of Tennessee health insurance plans, including benefits, deductibles, copays, and network providers.
- Followed all BlueCross BlueShield of Tennessee company guidelines and regulations regarding data privacy, member confidentiality, and ethical conduct.
Customer Service Representative
Tential Solutions
Annapolis, Maryland
02.2024 - 04.2024
- Efficiently handled incoming phone calls and coordinated 150 medical appointments, showcasing strong communication skills.
- Efficiently collected Optum Health members co-payments, co-insurance, deductibles, ensuring precise record-keeping of all transactions using Zendesk CRM Software.
- Managed confidential medical records, including file maintenance, scanning, and preparation for scheduling.
Customer Service Representative
Alignment Health Plan
Orange, California
07.2023 - 01.2024
- Delivered clear and concise explanations of plan's procedures, protocols, benefits, services, and relevant details to individuals seeking information in the Alignment Health Member Experience Department.
- Responded promptly to complaints by following the department's Complaint/Grievance Policy and Procedures for both the health plan and its contracted facilities.
- Responded promptly and effectively to members IT Support inquiries regarding network provider modifications, transportation needs, or any additional forms of requested aid.
Customer Service Representative
Apex Systems LLC
Glen Allen, Virginia
04.2022 - 06.2023
- Delivered clear and comprehensive explanations regarding Cerner Health insurance plans and benefits to 75 health care providers, 150 patients, and 35 staff members.
- Served as a liaison between Cerner Health's billing department, utilization management team, and other internal departments to resolve benefit verification concerns.
- Aided more than 150 customers by addressing questions about their eligibility status and coverage benefits.
Customer Service Representative
Healthcare Support Staffing
Maitland, Florida
08.2020 - 05.2021
- Managed a high volume of calls in the Centene Corporation call center environment, using TruCare Cloud and Amisys systems to promptly respond to inquiries from Texas Medicaid provider offices following established protocols.
- Communicated accurate and concise details on Texas Medicaid and Medicare member benefit eligibility, claim status, and provider affiliation enrollment.
- Served as the primary point of contact for Texas Medicaid providers, ensuring their overall needs and concerns were consistently addressed.
Customer Service Representative
Medley Holdings Inc.
San Diego, California
09.2019 - 08.2020
- Handled over 60 inbound calls from prospective patients seeking information on XTRAC Laser Therapy treatment, dermatology locations, and health insurance coverage.
- Generated 50+ new patient leads in E-Synergy database system, ensuring accurate and updated demographics for all dermatology office branches while establishing new patient charts.
- Facilitated the booking of more than 100 Strata Skin Sciences consultation appointments for new patients seeking XTRAC Laser therapy at dermatology practices across the nation.
Customer Service Representative
PrideStaff Inc.
Fresno, California
08.2017 - 09.2019
- Ensured accurate verification of health insurance coverage for over 150 patients, assessing eligibility benefits and costs associated with healthcare services, office visits, and procedures from third-party and governmental payers.
- Managed a high-volume caseload of over 200 patient medical appointments, prioritizing timely scheduling of confidential surgical procedures based on the physician’s monthly clinical calendar.
- Sought solutions for patients facing financial limitations by establishing alternative payment arrangements within Planned Parenthood parameters.
Customer Service Representative
Kforce Inc.
Tampa, Florida
07.2015 - 08.2017
- Managed the processing and certification of more than 100 Willis Towers Watson requests for annual open enrollment healthcare, pension, and life insurance benefits from Enterprise Rent-A-Car employees.
- Accurately completed and processed over 200 Evidence of Insurance (EOI) forms for our client, Enterprise Holdings, Inc.
- Conducted comprehensive training sessions for Enterprise employees on health, dental, vision, life-insurance policy details.
Customer Service Representative
Aerotek Inc.
Hanover, Maryland
04.2013 - 06.2015
- Managed a portfolio of more than 200 customer-friendly, low-interest cost medical consumer loan programs that facilitated the reimbursement of healthcare service costs.
- Effectively communicated the specifics of monthly customer billing charges and skillfully processed over 200 payments through diverse methods like credit cards, debit cards, checks, and cash.
- Successfully transferred more than 250 ClearBalance consumer loan accounts back to the customer's hospital corporate billing office department, working directly with office Team Leads.
Customer Service Representative
Randstad US LP
Atlanta, Georgia
09.2011 - 03.2013
- Achieved exceptional customer service by efficiently handling and resolving over 95 incoming calls regarding the status of health insurance benefit appeals for Otezla medication.
- Maintained accurate records of customer calls in call center tracking system, adhering to Covance Clinical Research guidelines for handling escalated calls.
- Carried out extensive research on health insurance benefits, conducting over 200 verification studies to determine if customers were eligible for trial step-therapy treatment options.
Customer Service Representative
United States Army, USA
Fort Bragg, North Carolina
06.2008 - 10.2011
- Processed 250+ employee payroll timecards and attendance sheets utilizing a database tracking system.
- Achieved successful completion of 200+ background checks for current personnel and prospective hires, effectively conducting phone screenings and confirming employment information. Demonstrated exceptional record-keeping skills in managing I-9 forms.
- Organized health insurance benefits and open annual enrollment meetings for employees, overseeing new hire and re-hire orientations regarding enrollment as well as handling any health insurance benefit concerns.
Customer Service Representative
United States Navy, USN
Oceanside, California
09.2002 - 06.2008
- Handled 150+ calls from new and existing patients, relaying confidential messages to Family Medicine team for urgent patient care.
- Regularly communicated with supervisors and team members to ensure accurate documentation, recording of patient medical records.
- Streamlined appointment scheduling by collecting patient co-pays and verifying insurance before routine Family Medicine visits.
Education
Bachelor of Science - Health Administration
California College San Diego
San Diego, CA10.2017
Skills
- Excellent communication and interpersonal skills to effectively interact with customers, and build rapport
- Strong problem-solving abilities to identify and resolve complex customer issues
- Detail-oriented, with the ability to accurately manage customer data and information
- Ability to navigate multiple computer systems and applications efficiently
- Strong listening skills to understand customer needs and concerns
- Knowledge of health insurance principles and terminology preferred
Timeline
Customer Service Representative
ASK Staffing, Inc.
08.2024 - 01.2025
Customer Service Representative
Tential Solutions
02.2024 - 04.2024
Customer Service Representative
Alignment Health Plan
07.2023 - 01.2024
Customer Service Representative
Apex Systems LLC
04.2022 - 06.2023
Customer Service Representative
Healthcare Support Staffing
08.2020 - 05.2021
Customer Service Representative
Medley Holdings Inc.
09.2019 - 08.2020
Customer Service Representative
PrideStaff Inc.
08.2017 - 09.2019
Customer Service Representative
Kforce Inc.
07.2015 - 08.2017
Customer Service Representative
Aerotek Inc.
04.2013 - 06.2015
Customer Service Representative
Randstad US LP
09.2011 - 03.2013
Customer Service Representative
United States Army, USA
06.2008 - 10.2011
Customer Service Representative
United States Navy, USN
09.2002 - 06.2008
Bachelor of Science - Health Administration
California College San Diego
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