Aaron Harris

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

*Received 30-40 Inbound and Outbound Customer Service Calls- pertaining to eligibility, claims and de escalating calls, and making
call backs to members.

* Provided QA review and feedback for Quality Assistance for agents. Logging supervisor calls, sending claims for review if needed.

• Improved patient satisfaction by efficiently addressing concerns and providing exceptional customer service.
• Resolved customer complaints using established follow-up procedures.
• Increased access to healthcare services by assisting with insurance verification and preauthorization processes.
• Provided feedback and information to coding and billing personnel to streamline accounting processes.

• Managed an average of 30-40 inbound and outbound customer service calls daily, providing clear claim explanations and verifying eligibility for healthcare providers, while maintaining a 95% satisfaction rating.
  • Reduced average call handling time by 4 minutes through the implementation of new call scripts, directly improving customer service operations and enhancing user satisfaction for over a dozen clients daily.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.