Customer Service Representative

AMBER JOHNSON

Las Vegas, NV 760-***-**** *********@****.***

Skills Summary

Highly motivated professional with over 24 years of customer service experience, most recently as a patient services representative. Proficient in assisting patients with personalized support based on their scheduling needs and billing issues, corresponding with medical offices, and processing insurance information for patient appointments. Efficient communicator with subordinates to ensure departmental success and improvement.

Experience

Kidney Specialists of Southern Nevada- Las Vegas, NV August 2022-Present

Patient Services Representative Lead (March 2023-Present)

Managing overseas phone operator department by ensuring proper communication to address patient/ employee concerns or issues. Conduct weekly meetings to facilitate communication to remain effective.

Managing interdepartmental tasks, employee assignments, and employee clinic coverage

Creating processes to improve work productivity and to facilitate workflow

Responsible for training new team members in person and via Microsoft Teams program

Patient Services Representative (August 2022- March 2023)

Assisted patients in registering, scheduling appointments, and completing new patient forms

Ensured effective communication with patients, providers, co-workers, and hospitals

Maintain HIPAA practices when requesting and obtaining medical records for patient appointments

Assist in enrolling patients in MyChart program to allow them access to their records

Mid-Peninsula Animal Hospital- Redwood City, CA March 2019-January 2021

Receptionist

Assisting over 50 patients daily, while interacting with them in a professional and cheerful manner, assisting in completing paperwork, verifying insurance and demographics, and collecting payments for visits.

Maintaining lobby and patient rooms clean.

Scheduled future appointments and built positive repertoire with each customer

The Call Center – Palm Springs, CA May 2016- March 2019

Phone Operator

Assisted over 100 customers daily by connecting them with the appropriate department based on the services needed.

Maintained customer satisfaction by adapting communication style to everyone, within a timely manner.

Office Manager

Supervised customer service department and handled caller escalations to ensure customer satisfaction.

Maintained company’s filing system to ensure it reflected accurate data.

Verified and distributed payroll to the employees

Scheduled interdepartmental meetings to review changing company policies and procedures

Skills

Microsoft Word, Teams, Excel

Data entry

Insurance verification portals

Hospital records portals

Knowledgeable in EMR, HIPAA compliance, and company policies and procedures

Licenses and Certifications

Driver’s License

CPR/ BLS- Active

Education

College of the Desert- Palm Desert, CA

January 2003- August 2004

Cathedral City High School- Cathedral City, CA

August 1998- July 2002

References can be provided upon request

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