Angela Moore
Urbana
Summary
Demonstrated expertise in problem-solving and communication, consistently improving customer experiences and satisfaction levels.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Provider Services Associate
Evolent
02.2025 - 08.2025
- Researched and communicated information regarding member eligibility and provider status, ensuring confidentiality and efficient resolution of authorization inquiries.
- Addressed and resolved customer complaints as the initial point of contact, minimizing unnecessary clinical or physician phone transfers.
- Processed withdrawals and case status changes, and effectively communicated appeal and denial language to providers and members.
- Developed relationships with provider groups, recognizing and adapting to sensitivities across various health plans, while staying informed of client and regulatory expectations.
Healthcare Customer Service Representative (Seasonal)
Everside
09.2024 - 11.2024
- Analyzed customer inquiries and provided accurate information on medical office procedures and terminology, enhancing customer understanding.
- Assisted customers in selecting appropriate insurance policies tailored to their specific needs, improving overall customer satisfaction.
Program Specialist II
Eversana
12.2022 - 07.2023
- Provided personalized support via phone and online platforms, enhancing customer satisfaction levels.
- Conducted comprehensive insurance benefit investigations, addressing coverage, out-of-pocket expenses, and appeals effectively.
- Collaborated with patients and healthcare providers to resolve reimbursement issues and facilitate prior authorization processes.
Customer Service Representative
Manpower
03.2021 - 06.2021
- Addressed customer inquiries and resolved issues through inbound calls, ensuring a professional and empathetic experience while assisting in the property claims process by accurately documenting interactions and coordinating file management.
- Provided clerical support including data entry, email correspondence, and calendar management to enhance overall operational efficiency.
Seasonal Customer Service Representative
Willis Towers Watson
10.2020 - 02.2021
- Assisted Medicare-eligible participants by addressing account inquiries and resolving concerns, enhancing overall customer satisfaction through a consultative and empathetic approach.
- Collaborated within a professional call center environment to maintain consistent and high-quality service delivery.
Health Concierge (Seasonal)
BSWIFS
10.2018 - 11.2018
- Addressed customer inquiries through various channels, delivering solutions to complex issues by adapting standard procedures when necessary.
- Provided training and guidance as a subject matter expert to support team development and performance.
Insurance Advocate (Seasonal)
Go Health Insurance
10.2016 - 09.2018
- Resolved customer concerns by implementing effective solutions, ensuring a high level of client satisfaction.
- Maintained professionalism and responded constructively to feedback in challenging situations, enhancing team dynamics and service quality.
- Managed and updated customer accounts to ensure accuracy and reliability of information.
Customer Service Representative
Informis Health Solution
04.2018 - 08.2018
- Delivered exceptional customer service by providing accurate information and effective solutions to client inquiries.
- Entered and updated customer data with high precision, ensuring the reliability and accuracy of all records.
Computer Technician Intern
South Suburban College
03.2016 - 08.2016
- Provided technical support in networking, system maintenance, and programming solutions, resulting in enhanced system reliability and operational efficiency.
- Assisted with software installations and conducted troubleshooting of computer systems, ensuring seamless functionality and minimizing downtime.
Customer Service Representative
Bright Star Community Outreach
02.2014 - 03.2015
- Managed client inquiries via phone with professionalism, ensuring accurate and confidential responses to enhance customer satisfaction.
- Supervised student travel in the neighborhood, ensuring safety and efficiently reporting incidents to maintain a secure environment.
Line Server/Cashier
Old Country Buffet
02.2013 - 11.2013
- Ensured cleanliness and organization of the food service area, contributing to enhanced guest satisfaction.
- Managed food preparation and efficiently handled cash transactions and customer inquiries.
Education
Core 40 Diploma - General Education
West Side High School
Gary, IN06.2008
Skills
- Facilitated team-building activities focused on strengthening collaboration and boosting overall team performance
- Delivered personalized assistance to strengthen customer connections and elevate satisfaction levels
- Leveraged analytical expertise to formulate creative solutions addressing multifaceted challenges
- Crafted and implemented impactful communication plans aimed at fostering stakeholder understanding
- Led cross-functional teams to successfully complete projects by enhancing collaboration and refining planning strategies Advocated for the integration of milestone tracking systems to elevate project oversight Fostered uniformity in project execution through established management methodologies
- Utilized comprehensive understanding of IT systems and software to improve operational workflows and user satisfaction
Certification
- Cosmetology Certificate, Merrillville Beauty College 2009 – 2010
- PC Pro Certification (CompTIA A+), South Suburban College 2015
- Network Pro Certification (CompTIA Network+), South Suburban College 2016
Timeline
Provider Services Associate
Evolent
02.2025 - 08.2025
Healthcare Customer Service Representative (Seasonal)
Everside
09.2024 - 11.2024
Program Specialist II
Eversana
12.2022 - 07.2023
Customer Service Representative
Manpower
03.2021 - 06.2021
Seasonal Customer Service Representative
Willis Towers Watson
10.2020 - 02.2021
Health Concierge (Seasonal)
BSWIFS
10.2018 - 11.2018
Customer Service Representative
Informis Health Solution
04.2018 - 08.2018
Insurance Advocate (Seasonal)
Go Health Insurance
10.2016 - 09.2018
Computer Technician Intern
South Suburban College
03.2016 - 08.2016
Customer Service Representative
Bright Star Community Outreach
02.2014 - 03.2015
Line Server/Cashier
Old Country Buffet
02.2013 - 11.2013
Core 40 Diploma - General Education
West Side High School