Customer Service Representative

KEMSON DECOSTE

*********@*****.*** 786-***-**** *642 Kingsmill Ct, Lake Worth FL, 33463

Summary

Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. 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. Skilled call center professional versed in customer support protocols for healthcare. Brings extensive high-call volume experience spanning 3 years working with healthcare consumers. Superior computer skills and telephone etiquette.

Skills

Computer skills

Using multiple systems at once

Relationship building

Effective customer upselling

Problems solving

Calm and work professionally under pressure

Customer communications

Customer account management

Upbeat and positive personality

Courteous with strong service mindset

Appointment scheduling

Medical terminology knowledge

Time management

Strong reading skills

Claims processing

Insurance verification and billing

Prior authorization processing

Experience

EVERISE West Palm Beach, Florida, Customer Service Representative 01/2021-07/2024

Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.

Educated clients and families about rights and responsibilities.

Worked with vendors to schedule more than 2 daily pickups and 7 weekly deliveries.

Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Directed incoming calls to internal personnel and departments, routing to best-qualified department.

Cross-trained and backed up other customer service managers.

Recorded actions taken, issues resolved and information to effectively manage customer accounts.

Met all customer call guidelines including service levels, handle time and productivity.

Assessed caller accounts to determine benefits, identify service needs and resolve issues.

Handled over 100 calls per shift assisting customers, retrieving customer data, presenting relevant health information and cancelling services.

Liveops West Palm Beach, Florida, Customer Service Representative 03/2018-01/2021

Schedule appointments for patients and ensure the following: obtain and enter accurate demographic information in computer medical program (address, phone, insurance etc.).Inform caller of items to bring to their appointment, remind caller of cancellation policy and answer questions and offer information as requested, to provide patient-focused service and professional customer service.

Act as a liaison for the patients and health center by directing calls to other departments as needed, use good judgement in handling calls, especially with urgent matters and problem solve quickly and efficiently. Understand when a call needs to be escalated to the physician/manager/triage nurse.

Service patients and their needs by making reminder calls as requested reschedule appointments as needed and provide assistance with mailings and other projects as call volume permits.

Coordinated work between multiple departments.

Optimized service procedures to increase customer satisfaction

Education

Miami Dade College /License/ Criminal Justice (2012-2020)

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