Customer Service Technical Support
Resume:
PAUQUERIA KING
*********@*****.*** 407-***-**** Orlando, FL 32810
Knowledgeable and dedicated customer service professional with extensive experience in medical and sales industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
• Customer Service
• Inbound and Outbound Calling
• Microsoft Office Suite Expertise
• Medical Terminology
• HIPAA Guidelines
• Time Management
• Verbal and Written Communication
• Technical Support
• Claims Processing
• Billing and Scheduling
• Account Management
• Complex Problem-Solving
Mar 2023 - Current
Member/Provider Service
Representative
Qualfon - Casselberry, FL
Educated members/providers about billing, payment
processing and support policies and procedures.
•
Met customer call guidelines for service levels, handle time and productivity.
•
Investigated and resolved customer inquiries and
complaints quickly.
•
Responded to customer calls and emails to answer
questions about claims, authorizations and payments.
•
Verified member/provider identification and
documentation for compliant transactions.
•
Jun 2022 - Mar 2023
Patient Advocate
Qualfon - Casselberry, FL
Entered details into computer systems and managed
database of information.
•
Facilitated communication between patients, families and healthcare providers to support comprehension.
•
Educated patients and families on healthcare options and financial support resources.
•
Responded to patient concerns and questions with
compassionate and knowledgeable service.
•
Worked effectively with staff from all departments to coordinate resolutions.
•
Aug 2021 - Jun 2022
PROFESSIONAL SUMMARY
SKILLS
WORK HISTORY
Coordinator Patient Care I
ACS Pharmacy - Orlando, FL
Maintained confidentiality of patient data and condition to safeguard health information.
•
Communicated with insurance companies to verify
coverage and obtain authorizations for medical
treatments and procedures.
•
Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
•
Upheld confidentiality requirements and HIPAA
compliance guidelines.
•
Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
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Jan 2020 - Jan 2020
Programs Coordinator
ADP - Maitland, FL
Developed and maintained relationships with external partners to facilitate program operations.
•
Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
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Collaborated with other program coordinators to
achieve consistency in program objectives and services.
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Created and delivered program training and education to keep participants knowledgeable about program
and provide necessary skills to participate productively.
•
Dec 2019 - Jan 2020
Call Center Junior
ADP - Maitland, FL
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
•
Achieved high satisfaction rating through proactive one- call resolutions of customer issues.
•
Processed debit and credit card and electronic check payments.
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Boosted customer service satisfaction ratings through consistent quality control.
•
Oct 2019 - Dec 2019
Contact Center Representative
Matrix Medical Network - Winter
Springs, FL
Placed outbound customer service or customer
satisfaction calls to follow up on issues.
•
Responded to customer calls and emails to answer
questions about products and services.
•
Learned and maintained in-depth understanding of
product and service information to offer knowledgeable and educated responses to diverse customer questions.
•
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
•
Educated customers on company systems, form
completion, and access to services.
•
Mar 2018 - May 2019
Intake Triage Coordinator
ProHealth Medical - Maitland, FL
Counseled patients via telephone according to
established guidelines and protocols, advising on
provider-established plans of care.
•
Relayed triage information and facilitated
communication between provider and patient
concerning patient disposition.
•
Obtained case history and gathered triage information to determine appropriate avenue for care.
•
Scheduled appointments for patients not requiring
emergency services but needing examination from
provider and consulting directly with provider.
•
Verified, updated and communicated patient history prior to clinic appointments and procedures with
providers.
•
Oct 2017 - Mar 2018
Customer Service Specialist
TTEC - Orlando, FL
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
•
Addressed customer complaints and mitigated
dissatisfaction by employing timely and on-point
solutions.
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Took payment information and other pertinent
information such as addresses and phone numbers to place orders.
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Resolved concerns with products or services to help with retention and drive sales.
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Complied with company policies and procedures by
encouraging positive and effective work environment among employees.
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Mar 2017 - Sep 2017
Customer Service Associate
Convergys - Lake Mary, FL
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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Handled billing and payment issues following guidelines, resolving disputes properly.
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Solved problems with products and services by providing customers with technical support.
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Utilized internal software and tools to meet customer needs and resolved issues promptly.
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2012
Certificate in Entrepreneurship
Seminole State College Sanford, FL
2011
Associate of Arts: Business Management
Palm Beach State College Lake Worth, FL
EDUCATION
Contact this candidate