Customer Service Representative

**** ******, *******, **, ****************@*****.***(901) 282-2615

Jessica Johnson

Professional summary

Senior Customer Service Representative with over 14 years of comprehensive experience in the healthcare sector, specializing in patient advocacy, claims management, and admissions processes. Demonstrates proficiency in Microsoft Office and CRM software, leveraging critical thinking and communication skills to enhance operational efficiency and ensure compliance with HIPAA regulations. Passionate about employing data-driven strategies to optimize customer service operations and drive organizational success. Employment history

Certified Nursing Assistant May 2023 - Present

Allenbrook Nursing Home Memphis, TN

• Maintained and developed key documents and databases using Microsoft Word and Excel, enhancing operational efficiency.

• Performed thorough analysis of data and work orders, ensuring accuracy and quality in task completion and communication efforts.Delivered compassionate patient care and assisted with daily living activities, monitoring vital signs and maintaining detailed health records for nursing home residents Documented patient conditions, medication schedules, and dietary requirements while ensuring compliance with healthcare protocols and safety standards

Partnered with nurses and healthcare professionals to implement care plans, respond to emergencies, and maintain a safe, comfortable environment

Monitor vital signs and health indicators, documenting changes and implementing preventive measures to maintain resident well-being

Patient Access AdvocateMar 2018 - Aug 2022

Campbell ClinicMemphis, TN

• Accurately registered and updated patient demographic information, ensuring seamless admission processes and maintaining up-to-date records.

• Coordinated with insurance companies and medical offices to verify patient benefits, coverage, and eligibility, securing necessary authorizations for outpatient services.Streamlined patient intake workflows by implementing digital documentation systems, reducing processing time and enhancing data accuracy Partnered with healthcare providers to optimize appointment scheduling, resulting in improved patient satisfaction and reduced wait times

Analyzed insurance coverage patterns to identify process bottlenecks, implementing solutions that accelerated authorization turnaround times

Call Center RepresentativeJun 2015 - Jan 2018

Express Scripts- AccredoMemphis, TN

• Resolved customer inquiries regarding pharmacy benefits, collaborating with operational departments to address mail order and claims issues within established performance timelines.

• Ensured meticulous documentation of interactions to enhance service processes and mitigate potential legal issues.

• Effectively identified and escalated critical patient and client concerns, facilitating prompt corrective actions to address their needs.Managed high-volume customer interactions while maintaining quality standards, resolving specialized pharmaceutical benefit queries and insurance claims Coordinated with cross-functional teams to expedite resolution of critical patient concerns, ensuring seamless delivery of pharmaceutical services

Enhanced service quality through precise documentation and systematic tracking of customer interactions, contributing to process improvement initiatives

Call Center RepresentativeJan 2015 - Jun 2015

AsurionMemphis, TN

• Provided comprehensive support to policyholders by efficiently resolving inquiries and adjusting coverage levels to align with customer needs.

• Managed and updated customer records, ensuring accuracy and completion of insurance documentation.

• Handled policy cancellations and renewals, meeting established call time objectives and maintaining high service standards.Streamlined claims processing workflows and enhanced customer satisfaction through proactive issue resolution and personalized insurance solutions

File Clerk/Receptionist2011 - 2014

The Jones ClinicMemphis, TN

• Managed multi-line phone system, ensuring calls were answered promptly, screened appropriately, and directed to relevant departments, while also handling message-taking and appointment scheduling with attention to detail.

• Executed a range of administrative functions, including accurate transcribing of information, proofreading documents, and handling financial transactions with the recording of receipts.

• Facilitated a welcoming environment by greeting visitors, assessing their needs, and providing direction or escorting them to their destinations; maintained an organized filing system for efficient record-keeping.Streamlined medical office workflow by implementing dual-monitor system for patient record access while managing front desk operations and coordinating appointments

Education

Business Administration; Concentration in Human Resource ManagementJan 2024 - Present Strayer UniversityMemphis, TN

Diploma2007

Wooddale HighMemphis, TN

Certified Nursing Assistant 2024 - Jun 2024

Professional Allied HealthMemphis Tn

Courses

BLS CertifiedJun 2024

Professional Allied Health

Skills

Customer Service (Expert)

Healthcare

Data Analysis

Team Leadership

Claims Management

Microsoft Office

CRM Software

HIPAA

Problem Solving

Data Entry

Communication

Critical Thinking

Recruitment

Patient Advocacy

Contact this candidate