Barbara Adams
@barbaraadams
Remote grievance and customer service specialist specializing in healthcare support, retention, and compliant resolutions.
United StatesWhat I'm looking for
I’m a remote Grievance Coordinator with 5+ years of experience supporting customers in healthcare, telecommunications, and financial services in high-volume environments. I focus on resolving complex concerns accurately, while keeping interactions compliant with company and healthcare guidelines.
In my current role at Conduent, I assist Aetna Medicare members with contract renewals, claims, billing inquiries, authorizations, and healthcare-related issues. I investigate and resolve member grievances, document interactions in multiple systems, and consistently exceed performance expectations in customer satisfaction, retention, and productivity metrics.
Before that, I built strong support and retention experience as a Small & Medium Business Sales Specialist at Comcast and earlier as a Customer Service Representative (Seasonal) at Baker Tilly. I’ve also handled payments, billing concerns, collections support, escalations, and sensitive tax-related inquiries—bringing a calm, organized, metrics-driven approach to every interaction.
Experience
Work history, roles, and key accomplishments
Assist Aetna Medicare members with contract renewals, claims, billing inquiries, authorizations, and related healthcare concerns. Investigate and resolve member grievances while documenting interactions in GPS, Rumba, Med Compass, and Excel, while consistently exceeding satisfaction, retention, and productivity metrics.
Managed inbound calls for business customers, supporting account renewals, service upgrades, and product recommendations. Retained customers through relationship building and problem resolution while maintaining accurate records in iCare and meeting monthly sales and retention goals.
Customer Service Specialist
S&P Data
Aug 2021 - Dec 2024 (3 years 4 months)
Handled inbound and outbound customer interactions across multiple departments, including processing payments, updating account information, and resolving billing concerns. Supported retention and collections efforts, collaborating on escalated accounts and assisting with Sprint/T-Mobile and Domestic & General sales and service campaigns.
Provided TurboTax account support via inbound and outbound communication, helping customers with tax forms, deadlines, and return status inquiries. Reviewed and verified tax return information for accuracy and completeness while handling sensitive financial information professionally.
Provided fast-paced inbound and outbound customer support across multiple departments, including processing payments, updating account information, and resolving billing issues. Supported customer retention and collections activities while maintaining organized documentation and ensuring timely issue resolution.
Education
Degrees, certifications, and relevant coursework
South Philadelphia High School
High School Diploma, High School
Grade: 3.7 GPA
Activities and societies: Member of National Honor Society.
Earned a High School Diploma from South Philadelphia High School and was a member of the National Honor Society.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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