Tam Ndifor

Dedicated and detail-oriented healthcare customer service professional with hands-on experience supporting patients, providers, and pharmacies in fast-paced, HIPAA-compliant call center environments. Skilled at triaging inbound inquiries, navigating complex medical and insurance terminology, and accurately documenting case information across multiple systems. Known for calm, compassionate communication under pressure, strong active listening, and a track record of first-call resolution.

Comfortable working independently in a remote, multi-system, dual-monitor environment and eager to bring this expertise to TeamHealth's mission of supporting Veterans and healthcare providers nationwide.

Customer Service Representative - CVS Health - Towson, MD (Remote)

(2025-02)

• Respond to high-volume inbound calls from patients, caregivers, and healthcare providers regarding prescriptions, insurance coverage, and account inquiries, delivering accurate, compassionate support.
• Research and resolve customer concerns using multiple internal systems, striving for first-call resolution while escalating complex cases per established protocols.
• Accurately document call details, actions taken, and outcomes in designated case management and CRM systems, maintaining strict HIPAA and confidentiality standards.
• Communicate clearly and calmly with callers of varying needs, adjusting tone and approach to ensure understanding and a positive service experience.
• Apply ongoing coaching and feedback to consistently meet quality, accuracy, and productivity targets in a structured, fast-paced remote environment.

Customer Service Representative - Pharmacy Rite Aid - Baltimore, MD

(2024-03 - 2025-02)

• Triaged inbound patient and provider inquiries in a fast-paced pharmacy/medical environment, navigating complex medical and insurance terminology with accuracy.
• Processed transactions, resolved complaints, and guided customers to appropriate products, services, and store resources with professionalism and empathy.
• Logged and maintained accurate call and interaction documentation in compliance with HIPAA and company privacy standards.
• Maintained composure and sound judgment during high-stress, time-sensitive situations, contributing to a consistently positive customer experience.

B.A. - African American and Africana Studies - University of Maryland, College Park (2019-08 - 2023-12)