Customer Service Administrative Assistant
Resume:
KRYSTEL HARVEY
Health Information Management
Charlotte, NC 28203
**************@*****.***
A versatile professional with a background in customer service, call center operations, and administrative support. Proficient in serving as the primary liaison between patients and healthcare providers, ensuring efficient patient flow while maintaining strict confidentiality. Known for consistently surpassing expectations, fostering trust, and adapting flexibly to meet deadlines. Embraces feedback as an opportunity for continuous improvement. Well-versed in communication platforms like Zoom, Skype, and MS Teams, along with expertise in
Microsoft Office applications.
Willing to relocate to: North Carolina
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
EveriseUnited Healthcare Group-Charlotte, NC
September 2023 to December 2023
· Adhere to HIPAA regulations and United Healthcare Group procedures and policies.
· Exhibit outstanding services to members, physicians, and pharmacists.
· Utilize Citrix EMR, Avaya Systems and MS Applications Software.
· Citrix EMR Software: verify the patients demographics and healthcare plans.
· Avaya Software: access to log in/out, Genesys systems, and enter other communication software.
· Insurance verification: confirm the coverage and eligibility.
· EOB (Explanation of Benefits) review deductible, premiums, and co-payments.
· Microsoft office: Word, Excel, Outlook, and Teams; draft/receive letters, reports/spreadsheets, send/ receive emails, chat and attend virtual meetings.
· Review the medical claims for accuracy to be submitted for processing.
· Provide dentist or dental facilities that are in-network to the members.
· Perform an overview of the members and patients billing data regarding co-payments and outstanding balances.
· Achieved a 95% customer satisfaction rating by consistently providing exceptional service and resolving customer issues in a timely manner.
· Successfully handled an average of 50 customer inquiries per day, resulting in a high rate of first-call resolution.
· Implemented a new customer feedback system, resulting in a 20% increase in positive customer reviews and testimonials.
· Recognized for consistently meeting and exceeding monthly sales targets, resulting in a 15% increase in revenue for the company.
· Received multiple awards for maintaining a high level of professionalism and courtesy while dealing with difficult customers.
· Consistently achieved a high Net Promoter Score (NPS) by proactively identifying and addressing customer needs and concerns.
· Collaborated with cross-functional teams to develop and implement a customer loyalty program, resulting in a 10% increase in customer retention. Full Time Student
Ultimate Medical Academy-Charlotte, NC
November 2022 to October 2023
· Remained self-directed, motivated, and accountable for personal actions.
· Came prepared for class and completed assignments on time.
· Navigated new technology, utilized available resources, and set realistic expectations.
·
· Achieved a GPA of 3.8 while taking a challenging course load, highlighting strong academic performance and dedication to studies.
· Successfully completed a capstone project or thesis, showcasing the ability to independently research, analyze, and present complex information.
· Conducted research and presented findings at a student conference, demonstrating strong analytical and presentation skills.
Remote Customer Service Representative
Sitel Call Center-Charlotte, NC
December 2022 to May 2023
· Answered inbound telephone calls, greeted customers, and transferred calls to adjuster.
· Provided claim information and helped customers with insurance claims.
· Documented interaction and kept sensitive and confidential information private.
· Achieved a 95% customer satisfaction rating by consistently providing exceptional service and resolving customer issues efficiently.
· Exceeded monthly sales targets by 20% through upselling and cross-selling products to customers during remote interactions.
· Recognized as the top-performing remote customer service representative for consistently meeting or exceeding performance metrics.
· Successfully handled a high volume of customer inquiries, averaging 100+ calls per day, while maintaining a professional and friendly demeanor.
· Resolved a complex customer issue that had been escalated multiple times, resulting in a positive resolution and increased customer loyalty.
· Received multiple commendations from customers for providing exceptional service and going above and beyond to meet their needs.
Remote Customer Service Representative
Aarons Call Center-Charlotte, NC
September 2022 to November 2022
· Supported and provided individualized sales and customer service via inbound and outbound telephone calls.
· Provided information necessary to sell products and services and placed customer order in computer.
· Resolved customer issues, met quotas, and followed confidentiality policies.
· Successfully handled a high volume of customer inquiries, averaging 100+ calls per day, while maintaining a professional and friendly demeanor.
· Implemented a customer feedback survey system, resulting in a 25% increase in customer feedback and valuable insights for process improvement.
· Received multiple commendations from customers for providing exceptional service and going above and beyond to meet their needs.
· Exceeded monthly sales targets by 20% through upselling and cross-selling products to customers during remote interactions.
Remote Customer Service Representative
Wipro Call Center-Charlotte, NC
February 2022 to May 2022
· Handled inbound and outbound telephone calls, provided information, and transferred calls.
· Issued customer new cards and assisted customers with their claims, account, and expenses,
· Documented interactions and accepted and processed payments. Remote Customer Service Representative
Conduent Call Center-Charlotte, NC
January 2021 to January 2022
· Answered inbound telephone calls, provided information, and enrolled customer into programs.
· Troubleshot web portal issues and used government assistance to give bill discounts.
· Entered and updated account information and gave discounts for phones, tablet, and internet.
· Documented activities and interactions in an accurate and thorough manner. Remote Call Center Agent Integral Resources-Charlotte, NC February 2021 to April 2021
Sales Marketing
Target Tech Target-Charlotte, NC
October 2018 to February 2019
Sales Associate
Spectrum Call Center-Charlotte, NC
October 2018 to February 2019
Warehouse Packer
Kelly Services-Charlotte, NC
January 2016 to November 2016
Education
Bachelor of Science in Health Information Management Southern New Hampshire University Bachelor’s Science - Manchester, NH January 2024 to Present
Certificate of Diploma in Medical Administrative Assistant Ultimate Medical Academy College - Tampa, FL
November 2022 to October 2023
Skills
• Check In / Check Out
• Medical Laws Ethics
• CMS 1500
• Appeal Process
• HIPAA Compliance
• Patient Processing
• Data Entry
• Claim Form Billing
• Basic Coding Skills for ICD10 CPT
• Medical Administrative Assistant
• Release of Information
• Patient Registration
• Medical Terminology
• Medical Transcription
• Third Party Billing
• Insurance Verification
• Cycle Claims
• Medical Records Management
• Medical Billing Knowledge
• Medicare / Medicaid / HMO / PPO
• Anatomy / Physiology
• Patient care
Certifications and Licenses
Certified Medical Administrative Assistant
October 2023 to Present
Graduated from Ultimate Medical Academy
Driver's License
Assessments
Attention to detail — Proficient
May 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Medical terminology — Completed
May 2024
Understanding and using medical terminology
Full results: Completed
Medical receptionist skills — Completed
July 2022
Managing physician schedules and maintaining accurate patient records Full results: Completed
Administrative assistant/receptionist — Completed
May 2023
Using basic scheduling and organizational skills in an office setting Full results: Completed
Basic computer skills — Completed
May 2024
Performing basic computer operations and troubleshooting common problems Full results: Completed
Administrative support professional fit — Proficient June 2022
Measures the traits that are important for successful administrative support professionals Full results: Proficient
Sales skills — Proficient
May 2022
Influencing and negotiating with customers
Full results: Proficient
Attention to detail — Completed
June 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Completed
Verbal communication — Completed
June 2024
Speaking clearly, correctly, and concisely
Full results: Completed
Call center customer service — Proficient
July 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Work style: Reliability — Completed
May 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Completed
Technical support — Proficient
December 2023
Performing software, hardware, and network operations Full results: Proficient
Technical support: Customer situations — Completed June 2022
Responding to technical support situations with sensitivity Full results: Completed
Customer focus & orientation — Completed
June 2022
Responding to customer situations with sensitivity Full results: Completed
Patient-focused care — Proficient
May 2024
Responding to patient concerns with sensitivity
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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