Fawaz Wahab

I’m a customer-focused support professional with 5+ years of experience delivering high-quality service across healthcare, insurance, retail, and other fast-paced remote environments. I manage high-volume inbound and outbound interactions while resolving complex customer issues with accuracy, compliance, and professionalism.

At Elite Healthcare, I support health plan members with eligibility, benefits, claims, and provider searches—handling 60–90 inbound calls per day. I maintained 98–100% HIPAA compliance, resolved 85%+ of inquiries on first call (FCR), and processed billing inquiries with 95% accuracy, while documenting every interaction in Salesforce Health Cloud / Zendesk / Epic CRM. I also helped improve denials resolution by 25% by collaborating with payers and practices, and I delivered CSAT scores of 4.7+/5 through empathy-driven service and strong call ownership.

Earlier, as a remote Independent Contractor, I supported multiple clients across healthcare, insurance, and retail with 50–80+ daily interactions using Salesforce, Zendesk, and VoIP. I sustained AHT of 4–6 minutes, CSAT of 90%+, and 98%+ documentation accuracy, consistently meeting 90–95% SLA and adherence targets while adapting quickly to new tools and workflows. I bring hands-on system proficiency with Epic, Cerner, EMR/EHR management, and CRM operations, and I’m comfortable training others and handling sensitive, escalated conversations.