Crystal Washington

Guided seniors through Medicare plan options during high-volume inbound calls, verified client identity, and completed online enrollment applications under tight time constraints. Met daily service and enrollment goals while working remotely.

Supported client onboarding for secure information storage and document management systems. Maintained database records and provided technical support to internal teams.

Served 30-80 inbound callers and 20-40 digital chat customers daily, identifying needs and explaining account solutions. Handled sensitive account information and resolved complex transactions while following compliance requirements.

Worked on Medicare insurance services during the Annual Enrollment Period (AEP).

Explained policy coverage and risk considerations, maintained accurate customer records, and processed basic payments. Completed an average of six enrollment applications daily while following underwriting guidelines.

Used diagnosis codes to review and confirm or deny Medicare Part D prescription prior authorization requests. Handled prescription rejections and appeals, and verified insurance eligibility and plan coverage levels.

Worked as an independent insurance agent.

Worked as a licensed insurance agent for Medicare.

Currently enrolled in an Associate Degree program in Health Information Management.

Earned a High School Equivalency Diploma (GED) in 2016.

Certified Billing and Coding Specialist (CBCS) credential, active through 2028.

Completed HIPAA Privacy & Security Compliance Training in 2026.