Open to opportunities

Endurance Megbuluba

@endurancemegbuluba

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Dedicated customer service professional with 6 years in healthcare.

United States

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What I'm looking for

I am looking for a role that values empathy and offers opportunities for professional growth in customer service.

I am a dedicated and empathetic Customer Service Professional with over 6 years of experience in the healthcare and insurance industries. My expertise lies in delivering top-tier service in high-volume environments, where I have honed my skills in claims processing, insurance verification, and patient support. I am proficient in navigating complex healthcare systems while ensuring compliance with HIPAA regulations, always prioritizing the confidentiality and protection of sensitive medical information.

Throughout my career, I have successfully managed over 150 inbound and outbound calls daily, addressing inquiries related to medical claims, billing issues, and appointment scheduling. My commitment to enhancing the patient and member experience is evident in my ability to communicate clearly, solve problems effectively, and maintain attention to detail. I have a proven track record of achieving high performance scores and delivering exceptional customer service, which I believe is crucial in fostering trust and satisfaction among patients and healthcare providers alike.

Experience

Work history, roles, and key accomplishments

Healthcare Customer Service Representative

Conduent

Jun 2022 - Present (3 years)

Responded to over 150 inbound and outbound calls daily from patients and healthcare providers, addressing inquiries related to medical claims, insurance eligibility, billing issues, and appointment scheduling. Delivered exceptional customer service while strictly adhering to HIPAA compliance, ensuring the confidentiality and protection of all patient health information.

HIPAA Epic Salesforce

Customer Service Agent

Concentrix

May 2020 - Present (5 years 1 month)

Handled high-volume inbound calls from healthcare members and providers, ensuring first call resolution by following detailed call flows and compliance protocols. Provided support for a wide range of inquiries, including health insurance claims, provider searches, benefits eligibility, and SNAP resources.

Healthcare Claims Zendesk

Customer Service Associate

Amazon Inc.

Jul 2018 - Present (6 years 11 months)

Provided fast, accurate assistance to customers via chat, phone, and email regarding orders, returns, shipping delays, refunds, and product-related issues. Offered technical troubleshooting for customer account issues, payment errors, and login/access problems on the platform.

Technical Troubleshooting Logistics Platform

Education

Degrees, certifications, and relevant coursework

University of Lagos

Bachelor of Science, Business Administration

Graduated in 2013 with a Bachelor's Degree in Business Administration. This program provided a strong foundation in business principles and practices.

Unknown

Certificate, HIPAA Compliance

Completed HIPAA Compliance Training Certification, ensuring adherence to patient privacy regulations. This training is crucial for handling sensitive medical information.

Amazon

Certificate, Cybersecurity Awareness

Completed Cybersecurity Awareness Training through Amazon. This training focused on data security protocols and handling personal and payment-related data.

Udemy

Certificate, Medical Terminology

Obtained a Medical Terminology Certificate from Udemy. This certification enhanced knowledge of medical terms, crucial for healthcare customer service roles.