Customer Service Representative
Resume:
Skills
Rachel Elkins
JENKINS, Kentucky *****
*****************@*****.***
About Me
Proven Healthcare Customer Service Specialist with a solid background at Results-CX, adept in HIPAA regulations and efficient data management. Demonstrated ability to enhance patient satisfaction and resolve inquiries with empathy and professionalism, leading to significant improvements in customer loyalty. Skilled in conflict resolution and maintaining professionalism in high-stress situations, ensuring compliance and confidentiality. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Uses independent decision-making skills and sound judgment to positively impact company success.
• Insurance Eligibility Verification
• Healthcare Data Confidentiality
• Efficient Data Management
• Policy Compliance
• Adaptable to High-Stress Environments
• Effective Multitasking
• Client Support
• Professionalism in High-Stress Situations
• Accurate Data Entry
• Inbound Call Coordination
• Experienced in Microsoft Office
• Technical Proficiency
• Conflict Resolution Skills
• Accurate Call Documentation
• Understanding Client Expectations
• Professional Phone Presence
• CRM System Utilization
• Following scripts
Work History
• Proficient in HIPAA Regulations
• Efficient Insurance Verification Processes
• Empathy and patience
• Customer Engagement
• Effective Verbal Communication
2024-09 - Current Healthcare Customer Service Representative Results-CX, Fort Lauderdale, FL
Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
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Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
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Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
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Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
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Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
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Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
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• Identified and resolved discrepancies and errors in customer accounts. 2024-07 - 2024-09 Verizon Customer Service Representative AFNI, Bowling Green, KY
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
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Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
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Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
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2023-11 - 2024-04 Healthcare Customer Service Representative Results-CX, Fort Lauderdale, FL
Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
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Education
Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
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Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
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Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
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Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
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Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
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Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
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• Providing excellent customer service by promptly answering patient inquiries. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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2023-06 - 2023-09 Customer Service Representative
FLS Connect, Oakdale, MN
• Handled customer inquiries and suggestions courteously and professionally. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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• Updated account information to maintain customer records. 2019-08 - 2023-07 Shift Leader
Double Kwik, Jenkins, KY
• Trained new employees and delegated daily tasks and responsibilities. Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
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• Completed cash and credit card transactions accurately using POS software. Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
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• Took the cash to the bank for deposits.
• Did the end of day paperwork and put into computer. Was in the MIT class but had to quit it due to something that came up in my life at the time.
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No Degree: Criminal Justice
Southeast Community And Technical College - Whitesburg
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