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Healthcare Customer Service Representative resume examples

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Skills

  • Warehousing functions
  • Sales expertise
  • Retail store support
  • CRM
  • Adherence to healthcare regulatory standards
  • Service standard compliance
  • Route dispatch
  • Ability to navigate electronic health record (EHR) systems
  • Effective triaging of client concerns
  • Account management

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Kept the program and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Created and maintained a detailed database to develop promotional sales.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Hardworking Healthcare Customer Service Representative with 12 years of telecommuting experience meeting customer needs.
  • Healthcare Customer Service Representative is a service-oriented Healthcare Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Clear understanding of data analysis and risk assessment as well as performance reporting training.
  • Healthcare Customer Service Representative is a multi-talented Healthcare Customer Service Representative who is consistently rewarded for planning and operational improvements.
  • Healthcare Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • SAP expert with 11 years of experience in related roles.
  • Great phone skills and program talents have a proven track record of increasing productivity and customer satisfaction.
  • Dedicated to meeting and exceeding method objectives through effective communication and initiative abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented revised call handling procedures that improved customer satisfaction by 39% and reduced call transfer errors.
  • Recognized by management for consistently achieving a first-call resolution rate of 59% or higher in 2022.
  • Recognized for accuracy and efficiency in processing patient insurance claims, with an error rate of less than 27% over the last two years period.
  • Supported the implementation of a new customer relationship management (CRM) tool that streamlined data entry, reducing input errors by 49%.
  • Handled an average of 6 inbound calls per day, consistently meeting the company's weekly response time goals.
  • Demonstrated proficiency in using Microsoft Excel to monitor patient accounts and successfully resolve incomplete records, reducing outstanding cases by 56%.
  • Effectively resolved billing disputes and insurance issues by collaborating with internal departments, increasing billing accuracy by 45%.
  • Used bilingual skills in Spanish to handle multilingual calls, reducing escalations and improving communication for non-English speaking patients by 21%.
  • Led weekly team meetings to analyze call metrics and identify areas for improvement, which boosted team performance by 65%.

Affiliations

  • Patient Advocate Certification Board (PACB)
  • Society of Women Engineers
  • Healthcare Customer Service Certification from Cedar Works
  • National Association of Healthcare Access Management (NAHAM)
  • Emergency Medical Technician (EMT) Certification
  • Healthcare Customer Service and Patient Relations Development Workshops
  • Chronic Disease Prevention Programs in Healthcare Member
  • National Healthcareer Association (NHA)
  • Freemason
  • Lions Club

Certifications

  • Certified Professional in Healthcare Quality (CPHQ)
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • CompTIA Network+
  • Healthcare Information & Management Systems Society (HIMSS) Certified Professional in Healthcare Information and Management Systems (CPHIMS)
  • Certified Managed Care Professional (CMCP)
  • Customer Service Certification from International Customer Service Association (ICSA)
  • Certified Public Accountant (CPA)
  • Accredited Healthcare Customer Service Supervisor (AHCSS)

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