Nelsan Marie Bausing

Responded to inbound calls from patients, providers, and healthcare partners regarding benefits, claims, coverage, and authorizations. Provided clear and compassionate support, ensuring accuracy, HIPAA compliance, and patient confidentiality. Assisted callers with eligibility verification, policy information, claim status updates, and resolving billing inquiries.

Handled inbound calls from customers requesting to cancel or downgrade services, with a focus on retention and customer satisfaction. Utilized active listening and persuasive communication to identify pain points, offer tailored solutions, and retain customers. Provided accurate information on promotions, service features, and plan options to encourage continued service.

Handled a blended role involving inbound and outbound calls, as well as email support. Assisted candidates with scheduling, rescheduling, and cancelling licensure examinations. Provided accurate information regarding testing procedures, eligibility, and available testing dates.

Handled high-volume inbound calls from customers regarding billing concerns, service issues, account updates, and technical support. Delivered clear, courteous, and solution-oriented service to ensure customer satisfaction and loyalty. Resolved inquiries efficiently while adhering to quality standards and achieving key performance indicators such as CSAT, AHT, and FCR.