Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Van Basham

Carson,CA

Summary

Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering [Number] years of service-focused experience.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Advocate

Optum Services/UHG
10.2018 - 10.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Answered inbound calls regarding health savings/flexible spending bank accounts
  • Assisted with account balances, reissued lost Debit cards.
  • Assisted with online banking login issues, navigation and education of health product on website.
  • Resolved and educated member's on claim reimbursement issues on their flexible spending accounts.
  • Reviewed Explanation of Benefits, itemized receipts and letter of medical necessity.
  • Able to verify the coverage in accordance with company guideline and all state and federal laws.
  • Reviewed 5498sa and 1099sa tax forms for any discrepancies on health savings account.
  • Side by side trained new representatives
  • Adhered to company policies and scripts to consistently achieve call time and quality adherence.

Customer Service Administrator

Pain Net
09.2014 - 08.2018
  • Received and responds to a high volume of calls from patients, and doctors and insurance companies.
  • Resolve account issues inclusive of, but not limited to adjustments, refunds, and re-submissions and reconciliation.
  • Logged all inbound/outbound calls on a daily activity database and final draft notes.
  • Able to read and interpret Explanation of Benefits.

Customer Service/Collections

Consumer Legal Center
07.2010 - 08.2014
  • Collect all unpaid installments, contingence fees and closing bills, and recover all stop payments, closed accounts and non-sufficient checks
  • Improved customer satisfaction by addressing and resolving escalated collection issues promptly and professionally.
  • Generate daily EFT report, follow up on direct debit information and verify funds on all bad checks.
  • Reduced delinquent accounts through consistent follow-up and negotiation efforts with customers.
  • Streamlined collection processes, resulting in increased efficiency and reduced resolution times.

Customer Service Representative

United Healthcare
06.2007 - 07.2010
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted employers and brokers on billing issues.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Assisted customers with their employees to assure eligibility of medical insurance.
  • Adhered to company policies and scripts to consistently achieve quality adherence.

Education

High School Diploma -

Nathaniel Narbonne Senior High School
Harbor City, CA

Skills

  • Data Entry
  • patient
  • Issue Research
  • Inbound Call Management
  • Time Management
  • Adaptability
  • Communication
  • Empathy
  • Problem Solving
  • Conflict Resolution
  • Active listening
  • Problem solver

Accomplishments

  • Reduced customer complaint resolution time by 37% through developing effective customer relationship.
  • Utilize analytical and problem-solving skills to decrease customer wait times and maximize customer satisfaction.
  • Documented and resolved claims which led to reimbursement.

Certification

  • Multiple Employee of the month
  • Multiplel Quality and Adherence

Timeline

Customer Advocate

Optum Services/UHG
10.2018 - 10.2023

Customer Service Administrator

Pain Net
09.2014 - 08.2018

Customer Service/Collections

Consumer Legal Center
07.2010 - 08.2014

Customer Service Representative

United Healthcare
06.2007 - 07.2010

High School Diploma -

Nathaniel Narbonne Senior High School

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Van Basham