Micheal Omage

Compassionate and results-driven Healthcare Customer Care Professional with over 8 years of experience providing exceptional customer support, patient assistance, insurance services, and technical support in remote environments. Skilled in handling high-volume inbound calls, resolving complex customer concerns, and delivering outstanding patient experiences while maintaining compliance with healthcare regulations and organizational standards. Experienced in Electronic Health Records (EHR/EMR), insurance benefits, medication renewal support, appointment scheduling, and customer relationship management.

Recognized for strong communication, active listening, problem-solving, and the ability to build trust while consistently exceeding customer satisfaction goals.

Customer Care Representative - Elevance Health - Remote

(2022-11 - 2026-06)

• Responded to customer inquiries regarding insurance benefits, eligibility, provider contracts, claims, and coverage via phone and written correspondence.
• Resolved complex customer concerns by researching issues and providing accurate, timely solutions.
• Maintained detailed customer records using internal databases and imaging systems.
• Coordinated with cross-functional teams to ensure customer requests were resolved efficiently.
• Researched operational issues and analyzed data to improve customer service outcomes.
• Utilized multiple computer systems to track customer interactions, troubleshoot issues, and document account updates.
• Delivered exceptional customer service while meeting quality, productivity, and compliance standards.

Customer Support Representative - Dcare

(2020-10 - 2022-11)

• Supported the Medication Renewal Center by processing medication refill requests according to established clinical protocols.
• Documented medication renewals, patient communications, and follow-up activities within the Electronic Medical Record (EMR) system.
• Communicated medication renewal status with patients, pharmacies, and physician offices.
• Assisted with medication prior authorizations and pharmacy communications.
• Scheduled patient appointments, laboratory services, and follow-up visits.
• Assisted with onboarding and mentoring new team members.
• Participated in departmental projects and continuous improvement initiatives.
• Maintained proficiency in Patient Contact Center scheduling processes and call management.

Customer Care Representative - The Hartford - Remote

(2019-06 - 2020-08)

• Supported the Inside Sales team by qualifying leads and scheduling follow-up appointments for prospective small business customers.
• Delivered first-contact resolution while maintaining quality assurance standards.
• Built lasting customer relationships through phone, email, online chat, and proactive follow-up.
• Educated customers on insurance products, payroll deduction billing, and additional coverage options.
• Managed multiple priorities while consistently meeting productivity and sales performance goals.
• Demonstrated exceptional written and verbal communication in a fast-paced remote environment.

Customer Support Specialist - Zebra Technologies - Remote

(2018-02 - 2019-04)

• Delivered technical customer support through phone, email, and live chat.
• Diagnosed and resolved hardware, software, and application issues.
• Escalated complex technical concerns while ensuring positive customer experiences.
• Documented customer interactions and issue resolutions accurately.
• Explained technical information clearly to customers with varying levels of technical knowledge.
• Collaborated with internal teams to improve service delivery and customer satisfaction.

Bachelor of Arts - Mass Communication - University of Lagos (2018 - 2022)