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Service Representative Customer

Jacksonville, FL
May 30, 2023

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Lekesia Johnson

Orange Park, FL *****


• Experience with electronic medical records (EMRs), data abstraction

• Ability to work independently and within a team environment

• Knowledge of HIPAA regulations and patient privacy

• Remote and call centers customer service experience Authorized to work in the US for any employer

Work Experience

EMR Analyst Abstractor

The HCI Group - Jacksonville, FL

June 2022 to May 2023

• Conducted comprehensive reviews of patient records in the EMR system to extract relevant data.

• Analyzed and interpreted patient data to ensure compliance with CMS quality measures and other requirements.

• Collaborated with healthcare providers to obtain missing or incomplete data elements.

• Compiled data into reports and presented findings to management and clinical staff

• Identified areas for improvement in data collection processes and worked with the healthcare team for changes

• Interacted with supervisor with Teams, Emails, Chats

• Verifying patient insurance before entering in new system update Scheduling Coordinator

UF Health Shands Hospital - Jacksonville, FL

January 2019 to June 2022

• Handle all incoming calls from patients getting them transferred to right department for schedule/ rescheduling appointments

• Transferring patients calls to medical billing department to verify patients coverage is active

• Follow Hippa rules and regulations for patients records on file

• Navigate through multiple systems using Microsoft, excel, and using word documents

• Chat with supervisor using emails, teams, zoom CSR - Customer Service Representative

Solera - Jacksonville, FL

June 2017 to January 2019

• Managed customer accounts

• Booked appointments for clients

• Worked in the inbound/outbound call center

• Created call center scripts

• Responsible for troubleshooting applications

• Collected and documented orders

• Scheduling customers for service appointments

• Transfer customer to the right departments

• Help desk troubleshoot

Customer Service Representative

ADT - Jacksonville, FL

March 2009 to June 2017

• Inbound calling rescheduling and scheduling appointments to existing customers to upgrade service

• Resolve customer complaints via phone, email, mail, or social media.

• Use telephones to reach out to customers and verify account information.

• Greet customers warmly and ascertain problem or reason for calling.

• Cancel or upgrade accounts

• Assist customers to upgrade existing service providing helpful information

• Place and cancel orders

CSR - Customer Service Representative

convergys - Jacksonville, FL

December 2004 to March 2009

• Resolving customers complaints and troubleshooting

• responsible for processing customer orders and sales, providing/receiving information

• Have good customers service skills and professionalism work well as a team

• Activate and deactivate wireless devices for customers and upgrade devices

• Taking inbound and outbound calls for customer support

• Make over 150 calls per day


High school in REQUIRED

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