Leah Borges
Orlando
Summary
Detail-oriented professional with 10 years of diverse health care experience. Proven expertise in applying research skills in fast-paced environments to enhance patient health outcomes. Strong interpersonal and communication skills drive exceptional service delivery and client satisfaction. Demonstrated ability to multitask effectively while maintaining organization and a positive work approach.
Overview
10
10
years of professional experience
Work History
Patient Care Advocate
Cigna
Orlando
10.2023 - Current
- Provided support to patients navigating healthcare coverage and benefits.
- Managed patient inquiries through various channels, ensuring timely responses.
- Assisted patients with insurance claims and billing questions.
- Utilized various software and tools such as workspace and CSP to streamline processes and optimize performance.
- Worked in close contact with Pharmacists to assist patients with medication concerns.
- Answered an average of 40 calls per day by addressing client inquiries, solving problems and providing account information.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Sharecare Health Data Services
07.2019 - 04.2023
- Utilized programs such as Kno2, HDS, Bactes RM, CRM, FIVE9 and Zendesk
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Took an average of 140 chats a day, with 3 chats at a time
- When necessary took an average of 70 calls a day
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
CUSTOMER SERVICE REPRESENTATIVE
CardWorks Services
05.2018 - 07.2019
- Worked with Clients of Merrick Bank credit card service
- Answered an average of 100 calls per day by addressing client inquiries, solving problems and providing account information.
- Assisted clients with any questions or request regarding their credit card account, including but not limited to requests for payment schedule, activation/closure of account, enrolling online/resetting passwords, adding authorized users, changing cycle dates etc
Patient Financial Advisor (Temp)
Orlando Orthopaedics Center
09.2018 - 11.2018
- Worked closely with Drs and PA’s in a medical office environment
- Was a temporary fill into a PFA that needed coverage
- Front desk tasks such as assisting patients with paperwork and documentation that was needed or requested
- Made copies of important medical documents to maintain accurate records. of documentation that is needed for Dr. records
- Assisted with providing medical records to patients upon request
- Took DME and co-pay payments
- Was able to assist with Walk-in patients at walk-in clinic
PATIENT SERVICE REPRESENTATIVE
McKesson Technologies
04.2016 - 05.2018
- Answered an average of 70 calls per day by addressing patient inquiries, solving problems and providing patient information.
- Assisted patients with inquiries regarding physician services and care options
- Scheduled for Specialties including the following: Cardiology, Urology, Gastroenterology, Hepatology, Liver and Kidney Transplant and Rheumatology.
- Registered patients by collecting personal and medical information accurately.
- Conducted insurance verification to ensure patient eligibility for services.
- HIPAA Verification
Education
Associate of Science - Social Sciences
Valencia College
Orlando, FL05-2026
High School Diploma -
Jensen Beach High School
Jensen Beach, FL05-2015
Skills
- HIPAA Verification
- Insurance Verification
- Zen-Desk
- Microsoft Efficient
- LiveChat Support
- Complaint resolution
- De-escalation techniques
- Quality assurance
- Organized multi-tasker
- Strong communication skills
Timeline
Patient Care Advocate
Cigna
10.2023 - Current
SENIOR CUSTOMER SERVICE REPRESENTATIVE
Sharecare Health Data Services
07.2019 - 04.2023
Patient Financial Advisor (Temp)
Orlando Orthopaedics Center
09.2018 - 11.2018
CUSTOMER SERVICE REPRESENTATIVE
CardWorks Services
05.2018 - 07.2019
PATIENT SERVICE REPRESENTATIVE
McKesson Technologies
04.2016 - 05.2018
Associate of Science - Social Sciences
Valencia College
High School Diploma -
Jensen Beach High School