Jennifer Paone

Customer service and technical support professional with extensive experience in healthcare, medical insurance, pharmacy benefits, billing, and claims support. Skilled in troubleshooting website and account issues, researching complex claim concerns, and guiding healthcare offices, providers, pharmacies, and members toward timely resolutions. Adept at managing high-volume inbound and outbound communications while navigating multiple systems in remote, fast-paced environments.

Eyefinity Website Support at Eyefinity (2024-06 – Present)

• Provide technical and website support to doctors' offices through inbound and outbound calls, email, and live chat.
• Troubleshoot Eyefinity website issues and guide office staff through clear, effective resolutions.
• Research insurance claim issues and verify provider, office, patient, and claim information to support successful claim submission.
• Assist with Eyefinity-sponsored webpages and email services by resolving account, access, and functionality concerns.
• Document interactions and track issue resolution using Salesforce, Five9, Microsoft Outlook, Excel, and internal verification systems.

Pharmacy Help Desk Associate at Alorica (2023-11 – 2024-04)

• Supported pharmacies and healthcare providers with medication overrides to help members obtain timely access to prescribed treatments.
• Provided guidance regarding prior authorizations, eligibility, coverage, and pharmacy benefit information.
• Researched complex inquiries across multiple systems while maintaining accurate documentation and HIPAA compliance.
• Delivered responsive, professional service in a high-volume remote call-center environment.

Customer Service Representative III (CSR3) at Senture (2022-10 – 2023-10)

Medicare Contract

• Explained medical and prescription benefits, coverage, and billing information for multiple Medicare plans.
• Reviewed medical claims and resolved billing discrepancies while maintaining accuracy and customer satisfaction.
• Managed high call volumes and navigated multiple applications simultaneously to research and resolve member inquiries.

Customer Service Representative at Xtend Healthcare (2022-03 – 2022-09)

• Explained healthcare claims, insurance coverage, balances, and payment information to patients.
• Investigated insurance questions and supported claim resubmissions while maintaining professional service standards.
• Documented account activity accurately and managed multiple systems in a fast-paced environment.

Customer Service Representative at ABSI (2021-08 – 2022-01)

Temporary Contract

• Assisted patients with test results and online portal navigation through inbound, outbound, and manually placed calls.
• Managed high call volumes while documenting interactions and navigating multiple computer systems.
• Protected sensitive patient information and provided clear, courteous support.

Den Leader at Cub Scout Pack 426 (2023 – Present)

• Support the planning and coordination of den meetings, activities, and events for Cub Scouts and their families.
• Promote teamwork, responsibility, outdoor awareness, and positive participation in an organized group setting.

Pack Treasurer at Cub Scout Pack 426 (2025 – Present)

• Maintain Pack financial records and assist with budgeting, expense tracking, and financial organization.
• Help support accurate, responsible management of Pack funds and activity-related expenses.

High School Diploma – Wilson Central High School (2004)

College Coursework – Volunteer State Community College

College Coursework – Remington College