• Exceeded customer expectations by resolving over 80 cases daily through active listening and effective problem-solving. • De-escalated tense situations with empathy and clear communication, ensuring positive customer experiences. • Demonstrated versatility by handling diverse inquiries, including technical support and billing, with quick learning and problem-solving skills. • Actively sought knowledge and collaborated effectively, adapting to any schedule to ensure team success. • Answer incoming calls from healthcare providers regarding billing, claims, eligibility, authorizations, and other account-related inquiries. • Utilize multiple computer systems and databases to research and resolve provider issues efficiently. • Explain complex healthcare policies and procedures in a clear and concise manner. • Identify and escalate complex or escalated issues to appropriate departments for resolution. • Maintain accurate and up-to-date records of all customer interactions. • Adhere to company policies, procedures, and quality standards. • Participate in ongoing training to stay updated on healthcare industry changes and system enhancements.