Healthcare Customer Service VA | Inbound/Outbound Calls

Breach Support Representative – Handled inbound calls assisting affected customers with online account activation and enrollment in free credit monitoring services. Guided users step-by-step through the activation process and addressed FAQs in a clear, professional manner.

Provided inbound and outbound support to patients and insurance holders regarding claims, coverage, and authorization inquiries. Ensured compliance with HIPAA regulations and company privacy protocols when handling sensitive health information. Accurately documented all customer interactions using CRM tools. Assisted with claim resolution, benefit verification, and updating patient records. De-escalated difficult situations with professionalism, empathy, and active listening. Collaborated with internal teams to resolve issues efficiently and meet customer needs.

Appointment Setter National Roofing Leads | June 2025 – Dec 2025 Conducted outbound calls to prospective clients to introduce roofing services and generate interest. Qualified leads by identifying customer needs, budget readiness, and service requirements to determine appointment eligibility. Scheduled appointments for qualified prospects and ensured smooth coordination with the sales team. Maintained accurate and up-to-date client information, call outcomes, and follow-up notes in the CRM system. Worked in a fast-paced, target-driven environment focused on lead conversion, customer engagement, and consistent daily call performance.