Customer Service Representative - Cambia Health Solutions - Remote
(2026-06)
Serve as primary point of contact for members and providers across Regence, Asuris, and Bridgespan health plans, answering incoming calls on recorded lines regarding benefits, claims, and eligibility.
- Advocate for members by researching and tracking down accurate, compliant answers to complex questions, escalating for support when needed.
- Navigate multiple applications simultaneously while on calls, maintaining accuracy and efficiency under time pressure.
- Handle sensitive and confidential member information with discretion, maintaining compliance with privacy standards.
- Tailor communication style to each caller's unique needs, providing clear, concise, and empathetic support.
- Proactively identify and address potential issues before they escalate, prioritizing caller satisfaction and continuity of care.
Customer Service Advocate - United Healthcare - Dallas, TX
(2025-10 - 2026-05)
- Process claims and resolve billing discrepancies, ensuring accuracy of member accounts and continuity of care.
- Educate members on benefits and health management resources, supporting care progression and follow-up utilization.
- Maintain precise records of member interactions in CRM system, supporting accurate, compliant documentation.
- Utilize company software to track service requests and manage case resolutions efficiently, coordinating across teams.
- Uphold HIPAA privacy and security requirements when handling sensitive patient and member information.
- Manage incoming member calls with professionalism, serving as a primary point of contact and delivering timely assistance.
Client Services Manager - Gallagher Bassett - New York, NY
(2023-02 - 2024-02)
Served as central point of contact and liaison among carrier clients, adjusters, and senior leadership, ensuring clear communication and alignment across all parties.
- Led service planning and issue resolution, coordinating client-specific initiatives to enhance service delivery and support timely case closures.
- Maintained high client retention through proactive communication, strategic planning, and ongoing performance monitoring.
- Coordinated key meetings and cross-functional teams, negotiating terms and aligning stakeholders on shared priorities.
- Analyzed client feedback and service metrics, implementing actionable process improvements.
Account Manager - Ultra Risk Advisors - Bellevue, WA
(2022-06 - 2023-02)
Managed and renewed a high-volume book of medical malpractice business, contributing to a 15% increase in policy retention.
- Gathered required documentation, delivered proposals, and coordinated with carriers to meet compliance and renewal deadlines.
- Maintained strong working relationships with brokers, achieving a 95% satisfaction rate through responsive communication.
- Collaborated closely with Sales Executives and Underwriters, supporting strategic calls and presentations.
- Held weekly planning sessions with underwriters to align on account strategies and meet service level expectations.
Commercial Account Manager - Travelers Insurance - Richardson, TX
(2019-01 - 2021-12)
Managed a portfolio of mid-sized commercial accounts, achieving a 12% increase in client retention through consistent follow-up.
- Utilized proprietary CRM and AMS systems to accurately document, track, and manage account and policy information.
- Provided strategic support to clients, contributing to a 90% satisfaction rate through timely, organized communication.
- Collaborated with Account Executives weekly to align on goals and coordinate account activities.
- Oversaw audits, endorsements, cancellations, and compliance communications, ensuring documentation met regulatory requirements.
Underwriting Assistant - ReAlign Insurance Holdings, Inc. - Dallas, TX
(2018-01 - 2019-01)
Improved processing efficiency and client satisfaction by streamlining documentation and servicing workflows.
- Evaluated applications for accuracy, enhancing risk assessment and reducing processing errors.
- Resolved application discrepancies and required adjustments, increasing accuracy of records by 95%.
- Managed audits, cancellations, endorsements, and inspections, streamlining processing time.
- Issued required compliance notices and served as main point of contact for billing and service inquiries, maintaining a 92% satisfaction rate.
