Patient Customer service representative
Resume:
Patricia Gonzales
**********@*****.*** Richmond, TX 77406
Dedicated Customer Support Specialist with over 7 years of experience in high-volume, B2C and B2B environments, specializing in resolving customer inquiries, order management, and cross-functional collaboration. Adept at managing 60+ inbound calls daily while providing exceptional service across multiple communication channels, including phone, email, and web platforms. Proficient in handling complex customer concerns, managing billing, order statuses, and technical support issues. Skilled in SAP, CRM systems, and Microsoft Office Suite.
PROFESSIONAL EXPERIENCE
Mobile Labs Now
Medical Customer Service Specialist/Scheduler
Mar 2020 – Dec 2024
●Manage inbound calls, handling 50+ customer inquiries daily related to appointment scheduling order management, billing questions, and service requests.
●Managed inbound 50 plus patient calls to schedule laboratory work to be done like phlebotomy verified insurance and entered into computer system
●Investigate and resolve complex customer issues regarding product shipments, returns, credits, and order status, ensuring 95% first-call resolution.
●Maintain detailed customer profiles in CRM systems, including updates to account and contact information, improving customer service efficiency by 20%.
●Collaborate cross-functionally with internal teams to ensure customer requests and issues are addressed in a timely manner.
●Provide support for backorder management and follow-up with sales teams, minimizing customer delays and improving order fulfillment rates by 15%.
Quest Diagnostics
Customer Service Representative/Phlebotomist
Jan 2017 - Mar 2020
●Managed over 100 daily inbound calls, including technical support, billing inquiries, and order processing, achieving a 99% customer satisfaction rating.
●Coordinated with internal teams to resolve escalated issues, ensuring timely and satisfactory resolutions for complex customer complaints.
●Assisted with case management for the assigned sales territory, maintaining accurate and up-to-date records of customer orders and account status.
●Trained and mentored new hires, supporting continuous team development and productivity improvements.
Med Fusion Laboratory
Patient Services Representative/Phlebotomist
Jun 2015 - Jan 2017
●Handled a high volume of patient interactions, answering inquiries related to lab services, insurance billing, and test results.
●Processed and tracked orders, managing the shipment and return of lab specimens with 98% accuracy.
●Maintained up-to-date records of patient information, ensuring compliance with company and regulatory standards.
●Consistently met all KPIs related to call handling, accuracy, and customer satisfaction.
EDUCATION & CERTIFICATIONS
Humble High School
High School Diploma
SKILLS
●High-Volume Call Management
●Medical Appointment Scheduling
●Insurance verification
●Order Management
●Problem Solving & Escalation
●Cross-Functional Collaboration
●CRM & SAP Systems
●Microsoft Office Suite
●Compliance & Regulations
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