Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Annessa Matthews

Murfreesboro

Summary

Dynamic customer support professional with a proven track record at Evry Health, achieving a 95% first-contact resolution rate. Skilled in Salesforce and conflict resolution, I excel in optimizing processes and enhancing customer satisfaction, consistently driving improvements in service delivery and operational efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Support

Evry Health
12.2024 - Current
  • Manage 60+ daily provider and member inquiries via phone, email, and chat, consistently meeting a 95%+ first-contact resolution rate.
  • Interpret healthcare benefits, eligibility, and claims data, reducing repeat inquiries by 20%.
  • Partner with internal teams to resolve escalations within SLA, improving turnaround time by 15%.
  • Maintain HIPAA compliance while handling sensitive patient information.

Customer Support Specialist

Brighton Health Plan Solutions
03.2021 - 12.2023
  • Led a team of eight representatives, achieving a 98% customer satisfaction score for two consecutive years.
  • Developed knowledge base articles that reduced onboarding time for new hires by 25%.
  • Provided training on technical troubleshooting, improving first-call resolution rates by 18%.
  • Guided members through enrollment processes and eligibility requirements.

Healthcare Navigator

Blue Cross Blue Shield of Tennessee
03.2021 - 03.2023
  • Guided members through policy details, claims status, and provider selection, resulting in a 96% satisfaction rating.
  • Conducted data validation and analysis on member records, improving reporting accuracy by 15%.
  • Generated daily and weekly reports to inform leadership of customer trends and operational issues.

Care Coordinator / Senior Recovery & Resolution Representative

Optum
08.2015 - 02.2022
  • Processed and reviewed healthcare claims, identifying discrepancies and resolving issues to ensure timely reimbursement.
  • Coordinated care transitions between hospitals, clinics, and providers to enhance patient outcomes.
  • Managed up to 70 cases daily, meeting or exceeding performance metrics for accuracy and turnaround time.
  • Investigated and resolved high-complexity claims and contract compliance issues for both commercial and government accounts.

Education

Bachelor of Science - Healthcare Administration

University of Phoenix
Phoenix, AZ
03-2025

High school or equivalent -

Dyersburg High School
Dyersburg, TN
05-2006

Skills

  • Salesforce and CRM systems
  • Escalation and conflict resolution
  • Data analysis and reporting
  • Call, email, and chat support
  • Process optimization
  • HIPAA Compliance
  • Cross-Functional Collaboration
  • Customer service
  • Escalated customer support

Websites

Certification

  • Critical Thinking
  • Communication
  • Collaboration

Timeline

Customer Support

Evry Health
12.2024 - Current

Customer Support Specialist

Brighton Health Plan Solutions
03.2021 - 12.2023

Healthcare Navigator

Blue Cross Blue Shield of Tennessee
03.2021 - 03.2023

Care Coordinator / Senior Recovery & Resolution Representative

Optum
08.2015 - 02.2022

Bachelor of Science - Healthcare Administration

University of Phoenix

High school or equivalent -

Dyersburg High School

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Annessa Matthews