Sylvia Owusu

• Responsible for answering member, provider & broker inquiries pertaining to, benefits, claims resolution, eligibility and billing questions in a call center environment. Proactively provides information and education to members, providers & brokers, as appropriate, about a variety of health, financial, and self-service programs. Provides basic technical assistance and troubleshooting guidance for digital and electronic applications.
• Worked effectively in fast-paced environments.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Paid attention to detail while completing assignments.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Provided coaching and mentoring to new hires, contributing to their successful integration into team.

• Sanitized, restocked, and organized exam rooms and medical equipment.
• Assisted patients with basic care needs.
• Ensured accurate documentation of vital signs, symptoms, and medical histories for informed decision-making by healthcare providers.
• Comforted anxious patients before procedures and listened to concerns, offering support, and compassion.
• Assisted healthcare professionals in providing high-quality treatment to patients, ensuring a smooth workflow.
• Maintained up-to-date patient records with medical histories and test results.
• Collected and documented patient medical information such as blood pressure and weight.
• Improved patient satisfaction by handling queries and concerns with empathy and professionalism.
• Followed comprehensive clinical protocols to safeguard patient safety.
• Reduced wait times for patients by efficiently managing check-ins, insurance verification, and payment processing.
• Coordinated with appropriate administrative staff to address clinical, operational, and financial questions.
• Coordinated referrals from primary care physicians to specialists as needed for comprehensive patient management plans.

Took care of Patients, documented activities of daily living. Responded to the needs of patients and assisted nurses with caring for patients.