Joshua Douglass
@joshuadouglass
Customer support specialist with 4+ years resolving complex healthcare benefits issues via phone, chat, and email.
United StatesWhat I'm looking for
I’m a customer support specialist with 4+ years of experience in high-volume call centers supporting healthcare benefits and technical troubleshooting. At Activus Connect, I provide remote support for healthcare benefits including COBRA, HRA, and medical plan enrollment, helping active and retired members with plan eligibility, Medicare requirements, and state regulations. I resolve complex customer issues, explain insurance and policy details clearly, and document interactions accurately in CRM systems while meeting performance and quality metrics.
I’m also trusted for sensitive, high-stakes conversations—maintaining high customer satisfaction while handling sensitive healthcare and account information. Previously, as an In-Home Expert with Asurion, I delivered and configured 200+ replacement mobile devices, guiding customers through setup, troubleshooting, and data transfers to increase adoption and satisfaction. My background also includes armed security leadership in hospital and medical settings, which strengthened my attention to compliance, calm communication, and dependable follow-through.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Activus Connect
Sep 2024 - Present (1 year 9 months)
Provided remote customer support for healthcare benefits, assisting active and retired members with plan eligibility, Medicare requirements, and state regulations. Managed high-volume inbound calls and documented interactions in CRM systems while meeting compliance, performance, and quality metrics.
In-Home Expert
Asurion
Sep 2023 - Aug 2024 (11 months)
Delivered and configured 200+ replacement mobile devices while providing hands-on technical support. Guided customers through device setup, troubleshooting, and data transfers to improve adoption of insurance plans and customer satisfaction.
Armed Security Officer
Allied Universal
Mar 2022 - Aug 2023 (1 year 5 months)
Maintained safety in a hospital environment by monitoring patients and visitors and managing access control. Conducted facility patrols, assisted staff with patient transport, and supported incident response to ensure compliance with security procedures.
Armed Security Lead
Tactical Impact Security
May 2020 - Jun 2022 (2 years 1 month)
Supervised security operations for a medical kidney center and helped maintain a secure healthcare environment. Assisted patients and medical staff while ensuring safe, compliant daily security coverage.
Customer Service Representative
InfoCision
Dec 2020 - Jan 2022 (1 year 1 month)
Handled inbound and outbound customer calls for service troubleshooting and account updates. Supported service activations, upgrades, and promotional offers while maintaining accurate documentation and issue resolution.
Education
Degrees, certifications, and relevant coursework
Lyndon B. Johnson High School
High School Diploma, High School
Earned a High School Diploma from Lyndon B. Johnson High School in Austin, Texas.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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