SAKEENAH CRUDUP
Nobu Hotel Caesars Palace
Riverdale
5
years of professional experience
Compassionate Member Services and Patient Advocate with 4+ years of experience supporting patients through scheduling, insurance verification, and care coordination in a high-volume healthcare environment. Skilled in phone, email, and administrative support while maintaining HIPAA compliance and delivering exceptional member experiences. Passionate about helping individuals access preventative care and wellness services.
Experienced with managing guest interactions and ensuring seamless experience. Utilizes strong communication and organizational skills to handle inquiries and special requests efficiently. Knowledge of hospitality procedures and track record of fostering positive guest relations.
Work History
Guest Service Concierge
3 Years 3 Months- Coordinated transportation arrangements for guests, ensuring punctuality and convenience during their stay.
- Delivered exceptional guest experiences through personalized service and attention to detail.
- Coordinated reservations and special requests using hotel management systems.
- Resolved guest complaints promptly, demonstrating strong problem-solving skills and conflict resolution techniques.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Conducted quality control checks throughout various aspects of our offerings ensuring optimal guest experience.
- Maintained detailed knowledge of hotel amenities, allowing for accurate promotion of services to guests.
Member Service Representative
5 Years 7 Months- Ensure accuracy by collecting and validating patient information to support compliant claims and timely payments.
- Coordinate care by processing referrals, gathering intake documents, and scheduling appointments for our providers.
- Verify insurance to confirm active coverage and avoid service disruptions.
- Support clients and clinicians by resolving scheduling issues and acting as a key liaison.
- Problem-solve and escalate unique challenges, serving as a trusted resource for your team.
- Utilized knowledge of medical billing and coding terminology to support accurate appointment documentation and insurance processing.
- Communicated with insurance providers to request authorizations, confirm coverage, and resolve eligibility issues.
- Maintained accurate patient records and appointment information within electronic health record (EHR) systems.
- Provided high-volume inbound phone, chat, and email support to members regarding accounts, orders, billing, and delivery concerns.
- Resolved customer issues with empathy and efficiency while maintaining service quality metrics and response time goals.
- Assisted members with account updates, order modifications, cancellations, and subscription management.
- Documented all interactions in CRM/ticketing systems to ensure accurate record keeping.
- Collaborated with internal teams to resolve escalations and improve customer satisfaction.
- Maintained professionalism and calm demeanor while supporting customers in a fast-paced remote environment.
- Consistently met performance metrics including customer satisfaction, call handling time, and resolution rates.
Education
High School Diploma
Graduate
Skills
Customer/member satisfaction focus
conflict resolution
problem solving
empathy and active listening
de-escalation skills
CRM and ticketing tools
HIPAA and confidentiality
CRM systems (Zen-desk/Salesforce-style tools)
electronic health records (EHR)
Microsoft Office
Google Workspace
appointment scheduling
and care coordination.
Guest relations expertise
Hospitality
Guest experiences
Accurate record keeping
Hospitality service expertise
Guest accommodations
Interpersonal communications
Telephone etiquette
Bookkeeping
Upselling proficiency
Timeline
Guest Service Concierge
Nobu Hotel Caesars Palace
03.2023 - 06.2026Read More
Member Service Representative
Oak Street Health, part of CVS Health
01.2021 - 2023Read More
North Clayton High School
High School Diploma
Read More