Call Center Customer Service

LA'SHAUNA WILSON

Humble, TX ***** 979-***-**** ad1m5x@r.postjobfree.com

Summary

Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with a high degree of diplomacy and problem- solving acumen. Upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with an accuracy of medical records. Skills

EPIC

CALBRIO

SALESFORCE

KYRRUS

CRM

SHAREPOINT

WORD PROCESSING SOFTWARE

PRESENTATION SOFTWARE

MICROSOFT EXCEL

MICROSOFT OFFICE SUITE

ADOBE CREATIVE SUITES

MICROSOFT TEAMS

Experience

Patient Access Representative Sep 2019 to Current

Houston Methodist Primary Care Group Houston, Texas Scheduled patient appointments by synchronizing the appointment calendar effectively according to physician department availability. Provide pre-registration service

Confirms patients' appointments, instructs on location and directions to facility/ department

Establishes/updates the hospital account record to include detailed patient demographic and insurance information in the EHR system, selecting insurance plans and payers, and medical necessity determination.

Responds promptly to requests by staff, patients, and physicians; reschedule and/or cancel appointments as needed.

Serves as a liaison between patients, facility, and physicians to ensure exams, tests, and procedures are scheduled timely, accurately, and appropriately. Communicates special requests and add-ons with the appropriate department team as needed. (EF) Quality Analyst Sep 2019 to Current

Houston Methodist Primary Care Group Houston, Texas Responsibilities

Review the quality of work and performance of Call Center and Escalation Agents through the use of recording systems and production applications. Provide recommendations for change and participate in the analysis of workflows and procedures to improve accuracy and efficiency.

Provides actionable data to compile and track performance at team and individual levels, identifying and recognizing the trends.

Assist in the creation of action plans to improve adherence to process/goals Log notes in a database

Provide feedback to assist in the creation of performance improvement goals and training programs.

Observe and ensure full compliance with all policies and procedures Customer Service Representative Sep 2018 to Sep 2019 AT&T Mobility Houston, Texas

Answered 80-100 Customer Service calls per day

Selling and serving to our customers, while providing a premier customer experience and building loyalty

Consistently training on At&t experiences, new skills, and processes, knowledge of systems, new products, and reference resources.

Sales Skills in New Customer Acquisition, Including Results-Oriented Drive and Confidence for Success

Consistently uses digital tools in interactions and onboarding Education and Training

High School Diploma May 1992

Raymond High School Raymond,Ms

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