Alison Hanson

Customer-focused professional with 5 years of experience in customer service, client relationship management, and sales. Skilled in complaint resolution, inbound and outbound calls, email and chat support, telemarketing, client retention, CRM, and follow-up with strong communication, persuasion, adaptability, and problem-solving skills.

Patient Experience Specialist - Dentist Find - Remote

(2025-01 - 2026-07)

• Resolved 50-80+ daily billing inquiries with clarity, ensuring patients understood coverage and co-payments.
• Partnered with providers to confirm billing accuracy, reducing claim denials and delays.
• Guided patients through billing portals and telehealth systems to improve digital access.
• Coordinated payment plans and financial assistance options to support affordability.
• Conducted audits to identify recurring billing errors, implementing corrective measures.
• Collaborated with finance teams to expedite account resolutions, improving turnaround times.
• Delivered empathetic explanations of insurance policies, fostering patient trust.
• Collected patient feedback to enhance billing workflows and transparency.
• Trained new agents on billing compliance, HIPAA standards, and customer service techniques.
• Maintained strict SLA/KPI adherence, consistently achieving 95%+ SAT scores.
• Supported Alignment Health's mission by simplifying billing processes for seniors and vulnerable populations.
• Leveraged cloud-based tools to ensure secure, efficient billing operations.

Client Success Representative - Alignment Health - Remote

(2022-11 - 2024-12)

• Handled 50+ daily patient inquiries across phone, email, and chat with empathy and accuracy.
• Conducted insurance verifications and pre-authorizations to ensure smooth access to care.
• Maintained detailed CRM records for compliance and continuity of care.
• Resolved billing discrepancies by coordinating with the billing department.
• Assisted patients with scheduling, referrals, and navigating healthcare systems seamlessly.
• Educated patients on services, insurance policies, and treatment options to improve understanding.
• Monitored appointment schedules and communicated updates to reduce disruptions.
• Escalated complex issues while maintaining oversight until resolution.
• Mentored junior staff on patient communication and troubleshooting best practices.
• Collected patient satisfaction data to inform service improvements.
• Ensured HIPAA compliance and patient confidentiality in all interactions.
• Advanced Alignment Health's vision by delivering compassionate, patient-centered experiences.

Customer Service Representative - Sokis Logistics

(2021-02 - 2022-09)

• Managed daily customer enquiries on deliveries, shipments, payments, tracking, and service issues.
• Handled inbound and outbound calls to resolve customer concerns and provide shipment updates.
• Conducted telemarketing and outbound outreach to generate leads and promote logistics services.
• Followed up with prospective and existing customers to drive conversions and maintain engagement.
• Handled complaints professionally, provided solutions, and escalated complex issues when required.
• Tracked customer requests and followed up until issues were resolved and properly closed.
• Worked towards daily and monthly KPIs for calls, outreach, customer engagement, and sales conversions.
• Managed multiple customer requests within set timelines while maintaining service quality and professionalism.

B.Sc. - Political Science - University of Uyo (2018)