Summary
Overview
Work History
Education
Skills
Timeline
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Chaneira Cannon

Jacksonville,FL

Summary

Dynamic and organized professional with 11+ years experience poised to work as a business professional. Excels in delivering process improvements that increase performance and efficiencies to support executives to build rapport with the customers. Successful at managing large call loads in a high-volume call center settings. Experienced in providing information, conducting independent research and resolving issues with a flexible approach

Overview

6
6
years of professional experience

Work History

Customer Service Advocate

Centene
Remote, FL
03.2022 - 09.2024
  • Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner.
  • Mitigates and prevents complaints from being escalated to resolve in initial contact.
  • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
  • Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
  • Maintains performance and quality standards based on established contact center metrics.
  • Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
  • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
  • Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

Sales Associate I (SME)

Concentrix
Remote, FL
07.2018 - 03.2022
  • Processed prescription orders using pharmacy software system.
  • Verified patient insurance coverage and eligibility for prescription medications.
  • Answer inbound and outbound calls efficiently. Processed Credit Cards, E-Check & HSA cards
    for past due balances.
  • Developed highly empathetic client relationships and earned reputation for exceeding service
    standard goals.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Assisted pharmacists with filling prescriptions accurately and efficiently.
  • Review prior authorizations request to determine whether or not it was approved or denied
    through healthcare plan.
  • Provide benefit information for upcoming enrollment year.
  • Refilled prescriptions, processed overrides applicable.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

High School Diploma -

Mandarin High School
Jacksonville, FL
06-2018

Skills

  • Microsoft Office Suite
  • Inbound Calls
  • Clinical Research
  • Outbound Calls
  • Detail-Oriented
  • Multitasking
  • Customer Service
  • Time Management
  • Communication Skills
  • Adaptability
  • Leadership
  • Internet Proficient
  • Organizational Skills
  • Strong Work Ethic
  • Customer Service
  • Benefits Explanations
  • Medical Insurance
  • Benefit Assessment
  • Medicare Part B
  • Insurance Verification
  • Call Center Operations
  • Navigate simultaneously
  • Utilize Multiple Systems
  • Proficient in CRM
  • Proficient in SalesForce
  • Medical Terminology
  • Data Entry Skills
  • Follow-Up Skills
  • Appointment Scheduling
  • HIPAA Compliance
  • Patient Registration
  • Insurance Billing

Timeline

Customer Service Advocate

Centene
03.2022 - 09.2024

Sales Associate I (SME)

Concentrix
07.2018 - 03.2022

High School Diploma -

Mandarin High School

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Chaneira Cannon