Willie Wilkes

Respond to provider and member inquiries via phone and written correspondence, assist with website registration/navigation, document activities in CRM, and conduct health risk assessments to identify health behaviors and risk factors.

Served as liaison for patients to locate providers and schedule appointments via inbound calls, registered patients, verified insurance, communicated with clinical staff, and conducted health risk assessments.

Handled high-volume inbound calls (≈200/day), provided caller triage and direction to appropriate staff, and delivered administrative support to the clinical department.

Led enrollment for healthcare coverage under the ACA, responded to customer inquiries, documented interactions and actions taken, and ensured compliance with HIPAA regulations.

Managed cash office and central checkouts, trained cashiers, executed service desk and cashiering operations, analyzed sales trends, conducted interviews and performance reviews, and resolved customer complaints.

Supervised sales associates and front end staff, ensured compliance with company policies, maintained merchandising standards, handled returns/damages, and coordinated evening deposits.

Provided administrative support to the CEO including correspondence, schedule and travel management, records and expense tracking, research, and report preparation.

Managed customer inquiries and service queries, coordinated executive outreach and special projects, and organized domestic and international travel logistics.

Maintained product and promotion knowledge, achieved first-contact resolution for customers, supported marketing efforts to solicit business, and maintained store visual standards.

Completed coursework in Business Management at Harold Washington College from 2010 to 2012.

Completed general secondary education at Rich Central High School from 1994 to 1998.