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Medical Customer Service Representative resume examples

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Skills

  • Staff education and training
  • International sales support
  • Credit card processing
  • Professional telephone etiquette
  • Insurance Verification
  • Multi-line phone talent
  • Order fulfillment
  • Key holder experience
  • Data entry
  • ICD-9 Coding

Work Experiences

  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • In the top 4% of employees for successful improved.
  • Disseminated sensitive patient information in 6 languages and worked with translators to provide service to people from all walks of life.
  • Collaborated with vendors to plan more than 6 daily pickups and weekly deliveries.
  • Entered customer interaction details into Jira to track requests, document problems, and record solutions offered.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Provided primary customer support to internal and external customers in a fast-paced environment.

Summaries

  • Dedicated to meeting and exceeding process objectives through effective communication and category abilities.
  • Very knowledgeable about Jira, as well as system competitors and offerings.
  • Under duress, personable and professional.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Competencies in operating multi-line phone systems, taking orders, and updating documentation have been demonstrated.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Fluent in Portuguese. Personable and professional communicator.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Physician-to-physician liaison with an emphasis on balancing patient concerns with physician caseload.

Accomplishments

  • Mentored new hires on the use of Salesforce and customer service techniques, leading to a 71% increase in team-wide performance evaluations.
  • Partnered with marketing and IT teams to implement new patient portal features that reduced incoming support calls by 50%.
  • Enhanced patient retention rates by streamlining appointment reminder processes, contributing an additional 54% increase in patient follow-ups.
  • Improved claims processing success rates on the first submission by 34% by conducting pre-emptive insurance verification checks.
  • Led the integration of a new follow-up appointment reminder system, boosting patient adherence to scheduled follow-ups by 47%.
  • Successfully drove a 39% improvement in patient communication response time after the implementation of a new tracking system.
  • Worked closely with the claims processing team to boost insurance approvals by 38%, reducing wait times and improving team efficiency.
  • Converted 18% of escalation calls into resolved cases without supervisor intervention, leading to improved workflow and customer satisfaction.
  • Reduced the number of pending billing disputes by proactively engaging with patients and insurance companies, decreasing the backlog by 22%.
  • Identified and eliminated process inefficiencies that brought claims processing time down by 34% through detailed data analysis and team collaboration.

Affiliations

  • Society of Women Engineers
  • Contact Center World – Professional Member
  • Consumer Technology Association – Healthcare Division
  • American Marketing Association
  • Association of Information Technology Professionals
  • Project Management Institute
  • National Council of Certified Dementia Practitioners – Certified Dementia Practitioner (CDP) Six Sigma
  • American Academy of Professional Coders (AAPC)
  • Association for Support Professionals (ASP)
  • National Association of Social Workers

Certifications

  • Certified Patient Account Technician (CPAT) 2018
  • ServSafe
  • Project Management Professional (PMP)
  • Insurance Claims Processing Specialist Certification 2020
  • Basic Life Support (BLS) Certification - American Heart Association 2017
  • Certified HIPAA Professional (CHP) - 2023 - Vantage
  • Certified Healthcare Customer Service Trainer (CHCST) - 2021
  • Certified Healthcare Access Manager (CHAM) 2024 - method
  • Certified Professional Coder (CPC) - AAPC 2023
  • SHRM Senior Certified Professional (SHRM-SCP)

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