Customer Care Service

JENNIFER LEONARD

706-***-**** Waynesboro, GA, *0830 ***************@*****.***

SUMMARY

Detail-oriented and empathetic Customer Care Professional with a focus on healthcare and prescription benefits. Skilled in handling customer inquiries related to claims, deductibles, and coverage to provide seamless support and guidance. Known for clear, compassionate communication and a proactive approach to resolving issues, I excel at interpreting benefit policies to assist customers in understanding their prescription options. Strong multitasker with a commitment to delivering accurate information and exceptional service in a fast-paced environment.

PROFESSIONAL SKILLS

●Patient Communication

●Insurance Policy Knowledge

●Claims Processing

●HIPAA Compliance

●Empathy and Compassion

●Active Listening

●Problem-Solving

●Medical Terminology

●Conflict Resolution

●Appointment Scheduling

●Billing and Coding Assistance

●Time Management

●Call Center Operations

●CRM (Customer Relationship Management)

●Patient Education and Support

●Escalation Management

●Team Collaboration

●Retention Strategies

WORK EXPERIENCE

MEDICAL CUSTOMER SERVICE REPRESENTATIVE Jan 2021 – Present

St. Francis Hospital

●Address and resolve patient inquiries and complaints through various communication channels.

●Schedule and confirm patient appointments, ensuring efficient use of clinic resources.

●Verify insurance coverage and handle pre-authorization processes to facilitate patient care.

●Educate patients on billing processes, including payment plans and insurance benefits.

●Maintain accurate patient records in Electronic Health Records (EHR) systems.

CUSTOMER CARE SPECIALIST Aug 2019 – Dec 2020

Teleperformance

●Managed patient calls, emails, and online inquiries with a focus on first-call resolution.

●Assisted patients with understanding their medical bills, insurance claims, and payment options.

●Trained new employees on customer service best practices and system navigation.

●Collaborated with medical staff to resolve complex patient issues promptly and efficiently.

PATIENT SERVICE REPRESENTATIVE Aug 2018 – Sept 2019

Wellcare

●Facilitated patient check-ins and check-outs, ensuring smooth and efficient registration processes.

●Handled high-volume patient inquiries regarding appointments, billing, and insurance.

●Processed insurance verifications and authorizations, ensuring timely and accurate claim submissions.

●Coordinated appointment scheduling and rescheduling, optimizing the clinic’s workflow.

●Resolved patient concerns and escalated complex issues to appropriate departments

EDUCATION

M.B.A. May 2020

Independence University

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