Malinda Jones
Raleigh
Summary
Experienced Customer Service Professional specializing in supporting Medicaid members through education, advocacy, and resource guidance. Expertise in clarifying health plan benefits, addressing member concerns, and facilitating access to essential services. Committed to fostering strong relationships and delivering member-focused support to enhance community health.
Overview
9
9
years of professional experience
Work History
Customer Service representative (Remote)
AmeriHealth Caritas
Raleigh
06.2023 - Current
- Educated individuals on available benefits and preventive care programs, enhancing member retention and health outcomes.
- Educate Medicaid members on health plan benefits, eligibility, covered services, and available healthcare resources.
- Guided members through enrollment-related questions, connecting them with appropriate departments for timely assistance.
- Demonstrated strong communication and problem-solving skills while meeting quality and productivity expectations in a fully remote environment.
Food Service Worker – Patient Services
UNC Rex Healthcare
RALEIGH
07.2019 - 06.2022
- Educated patients on prescribed diet options and ensured meal selections complied with dietary restrictions and physician orders.
- Delivered exceptional customer service by assisting patients with meal selections and addressing dietary requests in a compassionate and professional manner.
- Maintained accurate meal records while adhering to hospital policies for food safety, sanitation, and infection prevention, ensuring compliance and quality.
- Resolved patient concerns promptly, upholding high standards of quality and service to enhance patient experience.
- Demonstrated empathy and professionalism when interacting with patients, visitors, and healthcare team members.
- Operated efficiently in fast-paced healthcare environment, prioritizing patient satisfaction and safety to support overall care objectives.
Sales Associate (Part-Time)
HomeGoods
Raleigh
02.2020 - 05.2022
- Assisted customers with product selection based on individual needs and preferences, enhancing overall shopping experience.
- Built strong customer relationships through personalized service, active listening, and effective problem resolution.
- Informed customers about product features, promotions, and store policies, enabling confident purchasing decisions.
- Addressed customer concerns professionally, ensuring positive shopping experiences that fostered customer loyalty.
Floor Manager
Once Upon A Child
12.2017 - 05.2019
- Managed daily operations and coached staff to assist customers with product selection based on individual style and lifestyle needs, which enhanced customer satisfaction.
- Resolved customer inquiries and complaints to improve shopping experience and foster customer loyalty.
- Collaborated with coworkers to accomplish goals and address issues related to products and services.
Education
High School Diploma -
Leesville High School
Raleigh, NC06-2013
Associate of Applied Science - Interior Design
Central Piedmont Community College
Charlotte, NC03-2026
Trade School Certificate - Business Management
Potomac Trade School
Washington, DC01-2017
Skills
- Customer Service
- Member Advocacy
- Member Education
- Medicaid Support
- Health Resource Navigation
- Relationship Building
- Communication
- Active Listening
- Problem Solving
- Conflict Resolution
- Teamwork
- Time Management
- Organization
- Documentation
Remote Experience Highlight
- Currently working 100% remote in a high-volume, customer-facing role
- Skilled in self-management, time prioritization, and maintaining productivity in a virtual environment
- Experienced collaborating with remote teams while meeting performance and quality metrics
Timeline
Customer Service representative (Remote)
AmeriHealth Caritas
06.2023 - Current
Sales Associate (Part-Time)
HomeGoods
02.2020 - 05.2022
Food Service Worker – Patient Services
UNC Rex Healthcare
07.2019 - 06.2022
Floor Manager
Once Upon A Child
12.2017 - 05.2019
High School Diploma -
Leesville High School
Associate of Applied Science - Interior Design
Central Piedmont Community College
Trade School Certificate - Business Management
Potomac Trade School