Customer Service Representative/Lead Apprentice

Extensive experience handling both inbound and outbound calls throughout my career, ensuring every customer interaction is met with professionalism, empathy, and efficiency. Skilled in actively listening to customer concerns, providing detailed and accurate solutions, and delivering a real customer care experience. Adept at troubleshooting issues, addressing inquiries, and resolving complaints while maintaining a high level of customer satisfaction and adherence to company policies.

Executed troubleshooting per company guidelines, computed patient copays/coinsurance, validated financial responsibilities, conducted insurance verifications, updated account information as per customer requests, and analyzed complaints to recommend tailored technical solutions.

Efficiently manage patient scheduling, including booking, canceling, and rescheduling appointments to ensure continuity of care. Proactively coordinate appointments to prevent medication lapses, ensuring patients have a scheduled visit before running out of prescribed medications. Handle multiple types of patient visits, including routine check-ups, follow-ups, and specialized consultations, while optimizing the schedule for efficiency and minimal wait times.

Provide prompt and detailed assistance to customers via chat, ensuring accurate solutions to their inquiries and concerns. Skilled in fast and efficient typing, with a speed of 64 WPM, allowing for quick responses and high productivity.

Prepare and present Monthly Business Reports using Excel, incorporating graphs, charts, and data visualization tools for clear and effective analysis. Highly proficient in utilizing both basic and advanced Excel formulas, including VLOOKUP, PivotTables, IF statements, and conditional formatting, to organize, analyze, and present data accurately.

Responsible for call auditing to ensure compliance with company processes, quality standards, and best practices in customer service. Conduct thorough evaluations to verify that agents apply the correct procedures while delivering excellent customer care. Additionally, oversee QA calibration sessions with the Senior Client Manager and other stakeholders to align quality expectations, maintain consistency in scoring, and drive continuous improvement in call handling and service delivery.