Talicia Roseboro
Rock Hill
Summary
Professional in patient care with solid experience in advocacy and support services. Consistently delivers impactful results through strong team collaboration and adaptability to changing needs. Skilled in patient communication, conflict resolution, and navigating healthcare systems. Known for reliability, empathy, and strong focus on achieving positive outcomes.
Healthcare professional prepared for patient care advocacy roles. Extensive background in resolving patient issues and coordinating care with medical teams. Focused on team collaboration and adapting to changing needs, with proven skills in effective communication and empathy.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Patient Care Advocate
Pearl Interactive (Express Scripts)
Rock Hill, SC
05.2024 - 03.2026
- Delivered direct patient care in hospital settings and Cigna’s care management programs to support patient health outcomes.
- Guided patients through the healthcare system, clarifying benefits, addressing issues, and facilitating access to appropriate care.
- Responded promptly to inquiries and resolved issues, enhancing customer satisfaction and contributing to positive patient experiences.
- Facilitated communication between patients and healthcare providers to resolve issues promptly.
- Advocated for patient needs, ensuring timely access to medications and resources.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Managed over 80 customer calls per day, increasing sales by 12%.
Customer Service Advocate
Wellcare Healthcare Plans
Rock Hill, SC
09.2022 - 04.2024
- Delivered exceptional customer service by addressing inquiries and resolving issues to enhance customer satisfaction
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Established rapport with customers through active listening and personalized interactions to foster loyalty
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Managed over 60 customer calls per day, increasing sales by 12%.
Customer Service Representative/Call Center
Sykes Work from Home
Rock Hill,SC
12.2020 - 03.2022
- Assisted clients with inquiries to enhance their experience and resolve issues promptly.
- Provided excellent technical support
- Provided assistance to clients
- Maintained up-to-date knowledge of customer accounts
- Handled a large volume of inbound and outbound calls for hospitals, medical offices, clinics, insurance companies, and nursing homes.
- Followed call scripts to address various topics, ensuring a consistent and positive interaction between company and customers.
- Managed multiple calls per day, increasing sales by 10%.
Education
Science (Associate) - Forensic Science
York Technical College
Rock Hill, SC12-2020
Science (Associate) - Forensic Science
Midlands Technical College
Columbia, SC12-2019
Skills
- Patient care
- Multitasking
- Organizational skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Customer service
- Active listening
- Critical thinking
- Data entry
Accomplishments
- Reduced complaints by 80% per quarter.
- Drove overall improvements to quality assurance and patient satisfaction initiatives by removing bottlenecks to effective care.
Certification
Bartender License
Languages
English
Additional Information
Authorized to work in the US for any employer
Timeline
Patient Care Advocate
Pearl Interactive (Express Scripts)
05.2024 - 03.2026
Customer Service Advocate
Wellcare Healthcare Plans
09.2022 - 04.2024
Customer Service Representative/Call Center
Sykes Work from Home
12.2020 - 03.2022
Science (Associate) - Forensic Science
York Technical College
Science (Associate) - Forensic Science
Midlands Technical College