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Customer Service Center Associate

Yorktown, VA, 23693
December 09, 2021

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Francelia Roberts

Medical Rep, Customer Service Rep, Call Center Rep,

Newport News, VA 23608


Reliable and highly motivated Customer Service professional with 10+ years of experience within the medical field,

seeking to utilize technical and interpersonal skills, knowledge of insurance practices and medical terminology, and

commitment to excellence within a challenging and dynamic role. Authorized to work in the US for any employer

Work Experience

Call Center Associate

Ibex Global - Hampton, VA

September 2018 to July 2019

• Delivered outstanding service to customers over the phone by answering questions, clarifying information, and addressing customer concern in a high-volume call center setting

• Utilized strong computer and technical skills to input data, update customer information and maintain accurate and complete call records within the company's electronic database

• Maintained strict confidentiality in accordance with all company policies and HIPPA requirements Intern

Newport News, VA

April 2016 to May 2016

• Utilized computer software to verify Medicaid insurance for patient payment eligibility

• Input new patient information into electronic database, updated existing patient information and closed out records of former patients

• Compiles medical charts and files for existing and new patients

• Utilized telephone systems to answer and direct patient calls, and received and relayed messages Front Office Administrator

Family Eye Care - Williamsburg, VA

July 2005 to January 2006

• Delivered outstanding customer service during all patient interactions including greeting incoming patients, scheduling and confirming appointments and verifying personal information

• Operated multiline telephone system to schedule and confirm appointments and answer patient questions

• Verified patients' medical insurance and processed insurance payments and patient payments

• Managed and updated patient records including pulling patient charts and filing necessary documents Certified Nursing Assistant

Sentara Hospital - Williamsburg, VA

June 2004 to May 2005

Provided assistance with activities of daily living to approximately 40 individuals each day, while delivering

exemplary and timely customer service

• Fostered safe and sanitary environment for residents by ensuring that rooms, nursing unit and other areas

were maintained in accordance with safety and infection control standards

• Maintained accurate, complete and timely charts within the company's electronic database

• Partnered with LPNs and RNs to assist with procedures and test to achieve residents' goals Education

Associate of Occupational Science in Medical Assisting in Occupational Science

Centura College - Newport News, VA

May 2016

High School Diploma

Lumberton Senior High School - Lumberton, NC

June 1979


• Billing

• Coding

• Data entry

• Filing

• Medical coding (4 years)

• Medical terminology (4 years)

• Cpr (4 years)

• Insurance billing (4 years)

• Osha (4 years)

• Call Center (2 years)


• Customer Service (7 years)

• Medical Office Experience

• Medical Receptionist

• Clerical Experience

• Infection Control Training

• Hippa

• Medical Scheduling

• Multi-line Phone Systems

• Office Administration

• ICD-10

• Medical Records

• EMR Systems

• Nursing

• Patient Care

• CPT Coding

• Vital Signs

• Insurance Verification

• ICD-9

• Phone etiquette

Additional Information


• 10+ Years Nursing Experience • Data Entry & Filing

• 10+ Years Customer Care • Knowledge of Medical Terminology

• Call Center Experience • HIPPA & OSHA Certified

• Insurance Billing & Medical Coding • CPR & First Aid Certified

Contact this candidate