Rachel Luckey

Resolved customer concerns in a non-scripted environment, making financial decisions to enhance customer loyalty. Collaborated with stakeholders to resolve issues and deliver independent, high-quality support.

Resolved complex health insurance inquiries for Blue Cross Blue Shield members with accurate, timely responses. Handled 65–90 inbound calls per day, maintained detailed documentation, and escalated intricate issues with internal teams to improve satisfaction and retention.

Managed inbound customer communications by verifying and recording information accurately while adhering to security protocols. Provided product and service information to address inquiries effectively and support customer satisfaction.

Provided customer service by addressing inquiries and resolving billing issues while maintaining detailed records of interactions. Ensured compliance with relevant regulations and collaborated with coding, admissions, and revenue cycle teams to improve operational efficiency and patient experience.

Provided remote support for home medical equipment (HME) services, completing patient support, insurance verification, and logistics. Used EMR workflows to support PAP, oxygen, and DME requests in a high-volume environment.

Guided applicants through healthcare program applications by reviewing documents, verifying eligibility, and explaining requirements while ensuring compliance. Managed records in software and conducted outreach via presentations and follow-ups with a focus on customer service.

Assisted with scheduling appointments and managing client communications in a medical office setting. Volunteered to help elderly clients with health insurance enrollment through guidance and support.

Completed coursework in Childcare Development / Early Childhood Education without earning a degree.

Earned a High School Diploma in 1986.