Sammie Oliko

Dynamic and empathetic healthcare customer care professional with extensive experience in patient communication, problem-solving, and relationship building. Skilled in managing high call volumes, ensuring compliance with industry standards, and utilizing electronic health records (EHR) systems to enhance patient care. Adept at adapting to fast-paced environments and committed to delivering exceptional service and support to patients and healthcare teams.

Customer Service Representative - Globe Life Insurance - Remote

(2024-02 - 2026-05)

• Manage high daily call volume, prioritizing quick and professional customer resolutions.
• Ensure first-contact resolution and maintain quality assurance standards.
• Assist customers via phone, email, and written correspondence, addressing inquiries and concerns.
• Utilize multiple systems to provide accurate, efficient service while meeting attendance and performance metrics.
• Collaborate with team members to achieve organizational goals and improve customer service processes.
• Handle and resolve escalated issues to maintain customer satisfaction.
• Demonstrate flexibility with shifts and reliable attendance to support team needs.

Customer Care Representative I - Elevance Health - Remote

(2020-11 - 2024-02)

• Responded to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyzed problems and provided information/solutions.
• Operated a PC/image station to obtain and extract information; documented information, activities, and changes in the database.
• Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions were handled appropriately and in a timely manner.
• Researched and analyzed data to address operational challenges and customer service issues.
• Provided external and internal customers with requested information.
• Used computerized systems for tracking, information gathering, and troubleshooting.

Patient Coordinator - Carle Health - Remote

(2018-07 - 2020-10)

• Worked collaboratively with the Medication Renewal Center nursing and clerical team members.
• Completed medication refill encounters, care due messages, and order entry based on established protocols.
• Provided clear EMR documentation in accordance with department standards regarding medication renewal requests, care due messages, patient care needs, and/or follow-up.
• Communicated status of renewals to patients and/or physician offices.
• Participated in prior-authorization processes pertaining to medications.
• Received and entered to EMR faxed encounters, renewal orders, and other pharmacy communications.
• Ordered and scheduled appointments and/or lab work as appropriately outlined in protocols.
• Completed projects, requisitions, and reports for the Patient Contact Center as requested.
• Assisted with onboarding of new team members.
• Maintained all education and competencies pertaining to licensure, role, and/or certification.
• Participated in projects and work groups upon request.
• Successfully completed PCC scheduling center specialist training/education and maintained adequate proficiency with call intake management, symptom guide utilization, and other scheduling processes.

Bachelor of Science (BSc) - Business Administration - University of Lagos (2016-03)