Christopher Williams
Fayetteville
Summary
Knowledgeable Customer Service Representative with solid history in providing excellent customer service within Healthcare sector. Expertise in handling customer inquiries, managing transactions, and ensuring compliance with healthcare regulations. Demonstrated proficiency in communication and problem-solving, fostering positive customer experiences and efficient operations.
Overview
7
7
years of professional experience
Work History
Remote Pharmacy Customer Service Rep.
CVS Caremark
09.2024 - 11.2024
- Handle incoming calls from members regarding prescription status refill requests and insurance coverage
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Engaged with 40+ customers per shift exceeding target call rates by 26%
- Consistently exceeded key performance indicators (KPIs), including maintaining a first call resolution rate of 90% and an average customer satisfaction score of 96%
Medical Insurance Representative
Humana
01.2018 - 01.2024
- Provide coverage benefits and claim information to medical insurance members
- Processed policy changes and updates, including adding/removing dependents and modifying coverage levels
- Followed up on denied claims to verify timely patient payment and resolution
- Collaborated with healthcare providers to resolve billing discrepancies, fostering positive relationships between parties involved.
- Expedited resolution of customer concerns, providing exceptional service through clear communication and active listening skills.
Education
High School Diploma -
Calabar High School
06-2014
Skills
- Salesforce
- Microsoft Office Suite
- HIPAA Compliance
- Medical/Pharmacy Terminology
- Multitasking
- Communication
- Attention to Detail
- Critical Thinking
- Time Management
- Computer Proficiency
Accomplishments
Promoted to an escalation agent handling supervisor request and complex or unresolved issues improving customer retention rates.
Timeline
Remote Pharmacy Customer Service Rep.
CVS Caremark
09.2024 - 11.2024
Medical Insurance Representative
Humana
01.2018 - 01.2024
High School Diploma -
Calabar High School
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