Customer Service Representative

Adrianna Woullard

******************@*****.*** 972-***-**** Fort Worth, TX

SUMMARY

Seasoned Healthcare Customer Service Representative with 9 years of experience, adept at resolving inquiries and managing customer appointments. Proficient in Excel for CRM development, data organization, and supporting business analytics. Seeking to leverage expertise in healthcare service delivery and regulatory compliance to provide exceptional customer support in a healthcare customer service role. WORK EXPERIENCE

Medical Edge Recruitment Remote (Part Time)

Medical Scheduler Mar 2022 - Jul 2024

• Managed patient appointment scheduling, ensuring timely access to medical services and maintaining current schedules.

• Utilized internal scheduling software to optimize provider utilization and assess clinician availability.

• Coordinated with practice management to allocate resources and time slots effectively.

• Executed appointment confirmations and distributed reminder communications to patients.

• Processed cancellations and managed rescheduling and rejoining requests to minimize service disruption.

• Contributed to process improvement initiatives, recommending workflow enhancements to increase efficiency and patient satisfaction.

MAXIMUS Remote

Healthcare Customer Service Representative Jan 2023 - Aug 2024

• Resolved customer inquiries and identified critical issues, providing effective problem-solving solutions.

• Coordinated with members to schedule complimentary in-home or virtual healthcare evaluations, clearly communicating the benefits and procedures.

• Used Excel to create, organize, and sort customers information using customizable templates.

• Managed appointment calendars, demonstrating flexibility by adjusting and resetting schedules to accommodate customer needs.

• Delivered high-quality customer service, ensuring satisfaction by addressing healthcare-related concerns and participating in outreach initiatives.

• Created a CRM (customer relationship management) system through Excel to help organize sales journeys and manage lead data.

• Determine calls with urgent needs and complete warm transfer to clinic staff

• Researches patient requests in the medical record and provides information to patient or other entity.

• Answer incoming calls for all assigned clinics and operate call center telephony platforms

• Obtain information regarding refills, clinical questions, referrals, services, etc. Enter documentation and communication within EMR for non-urgent clinical calls

•

Aetna Remote

Data Entry Jun 2023 - Jun 2024

• Maintained exceptional accuracy in data entry tasks, upholding data integrity and adherence to privacy regulations.

• Employed advanced database management techniques to efficiently process health-related information.

• Contributed to regulatory compliance by consistently applying established data entry protocols.

• Analyzed data using Excel to support business analytics initiatives. General Dynamics Hattiesburg, MS (REMOTE)

Customers Service Representative Sep 2020 - May 2023

• Provided comprehensive support to clients filing for FEMA Disaster Assistance, ensuring applications were processed accurately and efficiently.

• Guided customers through the intricacies of the COVID-19 Funeral Assistance application, clarifying documentation and procedural requirements.

• Facilitated client comprehension of Red Cross Assistance applications, enhancing their access to essential services. Savilinx Hattiesburg, MS (REMOTE)

Customers Service Representative Jun 2019 - Sep 2020

• Provided detailed support for clients in unemployment application processes, ensuring timely and precise submissions.

• Enhanced customer satisfaction by offering personalized assistance and expediting inquiry resolutions.

• Fostered a nurturing atmosphere that bolstered client assurance and proficiency in navigating administrative tasks. Quality Care Home Health(In Home) Hattiesburg, MS

Personal Care Assistant (PCA) Feb 2018 - May 2019

• Provided personalized care to support daily activities, ensuring adherence to individual care plans and maintaining patient health and hygiene.

• Assisted with medication management, meal preparation, and household tasks, fostering a safe and supportive home environment for patient independence.

The HCI Group Memphis, TN

EPIC Clin/Ate Support Oct 2016 - Dec 2017

• Delivered essential support to medical staff in adopting the Epic electronic health record system, ensuring smooth system operation.

• Investigated patient inquiries within the medical record, supplying necessary information to patients or relevant parties.

• Conducted training sessions for nursing staff to enhance skills in patient documentation, medication administration, and list management using the Epic system.

• Monitored electronic medical record inboxes for communications from the clinic, maintaining effective information flow.

• Maintained strict adherence to organizational policies and procedures, upholding compliance standards. MAXIMUS Hattiesburg, MS

Customer Service Representative Sep 2014 - Oct 2016

• Provided thorough support for Medicare Prescription Drug enrollment, ensuring accurate and timely processing of applications.

• Guided customers through the complexities of Social Security benefits, aiding in eligibility determination and application completion.

• Facilitated informed decision-making for clients selecting Medicare Advantage plans through expert advice and enrollment support.

EDUCATION

Pearl River Community College

Nursing Assistant

Hattiesburg, MS

Apr 2015

Hattiesburg High School

High School Diploma, N/A

Hattiesburg, MS

May 2013

SKILLS

Demonstrated Ability to Work Inter Personally With a Wide Range of Individuals and Groups While Maintaining Confidentiality as It Relates to Electronic Medical Records • Good With EPIC Medical Record System, Oral Communication, and Facilitating Training, as Well as Being Average With Computer Proficiency With PowerPoint, Microsoft Word, and Excel for Data Entry and Presentation Creation Implementation • Payment Process • Medical • Microsoft Office • Customer Service

Contact this candidate