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Skills

  • Ability to navigate electronic health record (EHR) systems
  • Collaborative teamwork with clinicians and providers
  • Key holder experience
  • Multi-line phone talent
  • Retail materials management
  • Experience with CRM systems specific to healthcare
  • Capable in analyzing feedback and survey results
  • Order fulfillment
  • Sales expertise
  • Excellent verbal and written communication skills

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $16 in the past year revenue in a high-traffic store.
  • Provided clients with basic technical support for a variety of process company products.
  • Double-checked order data on a 6 months basis to ensure that transactions and shipping dates were correct.
  • Was quick to respond to potential customers' questions and requests.
  • Kept the program and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.

Summaries

  • Healthcare Customer Service Representative proactive with experience in providing support and resolving customer complaints.
  • Bring extensive high-call volume experience working with framework consumers spanning 8 years.
  • Customer service specialist with over 12 years of experience resolving account and service issues for Miscellaneous clients.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Committed to providing world-class customer service while remaining professional.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 10 years.
  • Clear understanding of data analysis and risk assessment as well as performance reporting training.

Accomplishments

  • Collaborated with billing and insurance departments to resolve complex claims, achieving a resolution rate of 55% within 6 months days.
  • Participated in cross-functional meetings to discuss ways to improve patient services, resulting in the implementation of 4 key initiatives.
  • Played an integral role in reviewing updated healthcare protocols that resulted in compliance with new regulatory standards, reducing compliance issues by 84%.
  • Awarded Employee of the Year for excellence in customer service in 2023 following a team-wide improvement in key performance indicators.
  • Utilized Salesforce to log and track patient service requests, improving follow-up efficiency and closing more than 52% of service tickets within the past year hours.
  • Resolved product issue through consumer testing.
  • Recognized for accuracy and efficiency in processing patient insurance claims, with an error rate of less than 27% over the last two years period.
  • Conducted patient follow-ups to ensure satisfaction post-appointment, increasing retention rates by 75% in 2019.
  • Collaborated with team of 2 in the development of standard.
  • Used bilingual skills in Spanish to handle multilingual calls, reducing escalations and improving communication for non-English speaking patients by 21%.

Affiliations

  • Certified Patient Access Representative (CPAR) by Harbor & Co.
  • Chronic Disease Prevention Programs in Healthcare Member
  • Freemason
  • Society of Women Engineers
  • International Association of Administrative Professionals
  • American Medical Billing Association (AMBA)
  • National Healthcareer Association (NHA)
  • Healthcare Financial Management Association (HFMA)
  • Membership in Bilingual Healthcare Communication Programs
  • Project Management Institute

Certifications

  • Accredited Healthcare Customer Service Supervisor (AHCSS)
  • Certified Telephone Customer Service Representative from Summit Group
  • Health Insurance Provider (HIP) Certification
  • Certified Professional Biller (CPB)
  • ServSafe
  • CompTIA Network+
  • Certified Healthcare Access Associate (CHAA) from National Association of Healthcare Access Management (NAHAM)
  • CompTIA Security+
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect

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