Andrey - Customer Support Specialist with 10+ years in healthcare and tech

Extensive experience in client communication, issue resolution, and issue troubleshooting across various channels

Supported hardware/software configuration, technical troubleshooting, and mentored new hires in support workflows

Analyzed and improved document control processes, maintained accurate records, and managed digital file systems

Guided clients through insurance options, health plan details, and medical claim issues in regulated environments

Developed strong client relationships, managed escalations professionally, and effectively presented complex information

Handle complete background of medical, dental and vision records for multiple patients, Comply with HIPAA regulations to avoid leak of personal or sensitive information, Share details about the different health plans, Provide guidance on how to use the website tools, navigation, payments, Research for issues related to medical procedures not covered by plans, request refunds, Investigate potential fraud against company or customer perpetrated by providers, Pricing for all of our medical plans and eligibility, based on member location, Implemented feedback from supervisory evaluations to continuously improve performance levels and exceed expectations, Maintained a high level of professionalism when handling sensitive information or addressing escalated concerns from customers, Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones, Documented transactions and support interactions in system for future reference and addition to knowledge base, Evaluated and responded to incoming sales leads and requests for technical support assistance, Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution, Performed duties and provided service in accordance with established operating procedures and company policies, Maintained client files with sales contracts, records of client interactions, client notes

Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics, Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies, Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems, Collaborated with cross-functional teams to improve overall customer experience within the company, Managed timely and effective replacement of damaged or missing products, Used ticketing systems to manage and process support actions and requests, Resolved escalated issues by serving as subject matter expert on wide-ranging issues, Educated customers about billing, payment processing and support policies and procedures, Collaborated with supervisors to escalate and address customer inquiries or technical issues, Maintained accurate and timely documentation for all client interactions, ensuring compliance with regulatory requirements and confidentiality standards, Managed high caseloads efficiently, prioritizing cases based on urgency and need, Assisted clients in navigating complex healthcare systems by providing guidance on insurance coverage options, connecting them with appropriate medical providers, and helping them understand available treatment modalities, Collaborated with interdisciplinary teams to provide comprehensive support for clients facing complex challenges, Analyzed trends and data to inform decision-making and program development

Analyzed internal processes related to document control; identified areas needing improvement; proposed changes that led to the adoption of new, more efficient practices, Provided excellent customer service, resolving issues related to documentation promptly and professionally, Prioritized and planned work activities, organized personal deadlines and managed time well, Collaborated with cross-functional teams for seamless information sharing and document exchange, Improved accuracy in data entry by meticulously maintaining and updating records, Served as the go-to person for co-workers seeking guidance on proper procedures regarding the creation, storage, and disposal of documents, Imported electronic documents into document management system and updated document and record master database

Assisted in training new hires on document management best practices, fostering a culture of continuous improvement within the team, Responded to management expectations and solicited feedback to improve performance, Scanned, filed and transmitted various documents and adhered to digital filing procedures, Managed file archival and information retrievals, Transmitted documents, organized revisions and tracked changes, Increased first-call resolution rates with thorough troubleshooting and problem-solving skills, Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers, Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency, Supported product development teams, providing valuable insights based on customer feedback, Reduced call wait times by effectively managing incoming support requests, Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists, Collaborated with supervisors to escalate and address customer inquiries or technical issues, Documented support interactions for future reference, Configured hardware and granted system permissions to new employees, Scheduled and attended meetings with clients and prospective clients as requested, Responded promptly to incoming sales leads and requests for technical support, Offered assistance in implementing and developing training programs, Researched and identified solutions to technical problems, Configured and tested new software and hardware