Customer AssociateCustomer Associate

Key Achievements:

• Manage a high volume of inbound calls from healthcare providers regarding insurance eligibility, benefits, prior authorizations, claims, and pharmacy benefits. • Provide accurate and timely information to ensure smooth resolution of concerns.

Key Achievements:

• Verified sales contracts and agreements to ensure accuracy and compliance. • Implemented quality assurance measures, reducing fraudulent activities and data errors. • Conducted verification calls with potential customers to confirm sales details. • Collaborated with the sales team to resolve discrepancies and improve processes. • Coached new hires on sales verification procedures and best practices. •Handled additional client tasks including data entry, survey analysis, and tool improvement recommendations. • Managed escalated customer issues with professionalism and urgency, acting as a resolution specialist for cases that required higher-level intervention. • Ensured a positive customer experience during escalations by practicing active listening, empathy, and clear communication. • Maintained detailed documentation of escalation cases, providing insights for process improvements and quality audits. • Consistently met performance metrics for call handling time, verification accuracy, and resolution rate. • Provided feedback to front line sales agents to reduce future escalations and improve first-call resolution.