Ebone Middleton
Orangeburg
Summary
Motivated professional experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to resolve customer complaints quickly and effectively. Possesses exceptional communication, negotiation, and organizational skills.
Overview
7
7
years of professional experience
Work History
Medicare Member Services Advocate
Centene
01.2023 - Current
- Demonstrates excellent communication skills to effectively communicate with customers.
- Utilizes Marx to check members' eligibility status.
- Assists members in navigating the health plan's website, as well as finding community resources for their individual needs.
- Provides exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Maintains a quality score of 90% and adherence of 86%.
Tier II Member Services Advocate
Connexus
01.2022 - 01.2023
- Provided excellent customer service by assisting, responding to, and showing empathy while resolving customer inquiries.
- Demonstrated expertise in customer service, resolving complex inquiries, and problem solving.
- Managed customer complaints and inquiries in a courteous and efficient manner.
- Supported an inbound call que assisting customers with placing orders, responding to order inquiries, and processing returns.
- Maintained a quality score of 95%
Medical Debt Collector
Receivable Solutions
01.2019 - 01.2022
- Located debtors and contacted them via phone or mail to address their overdue payments and determine the reason for the outstanding debt.
- Contacted customers with overdue accounts and attempted to either collect the overdue amount or negotiate a payment plan to collect it in installments.
- Maintained records of contacts and attempted contact with delinquent accounts as well as recorded any payments collected from the customer.
- Delivered customer service support by responding to customer inquiries regarding account receivable balance.
Education
Diploma -
Orangeburg – Wilkinson High School
Orangeburg01.2010
Skills
- Technical Skills: Medicare, Medicaid, Individual Family Plans, PPO Plans, HIPAA, data entry, eligibility status verification
Soft Skills: Patient advocacy, customer service, communication, problem-solving, attention to detail
Regulatory Knowledge: Familiarity with Centers for Medicare & Medicaid Services (CMS) regulations and state-specific requirements
Timeline
Medicare Member Services Advocate
Centene
01.2023 - Current
Tier II Member Services Advocate
Connexus
01.2022 - 01.2023
Medical Debt Collector
Receivable Solutions
01.2019 - 01.2022
Diploma -
Orangeburg – Wilkinson High School