Customer Service Representative
Resume:
Jocelynn Graham
Norristown, PA *****
**********@*******.***
Work Experience
Patient Service Representative
East Norriton Women's Health Care-East Norriton, PA February 2025 to Present
• Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
• Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
• Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
• Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
• Assisted with the check-in process by verifying patient demographics, collecting co- pays, and explaining office policies
• Collaborated with healthcare providers to coordinate referrals for specialized treatments or consultations as required
• Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
Patient Service Representative
Trappe Family Practice-Collegeville,
PA March 2024 to February 2025
• Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
• Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
• Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
• Maintained accurate patient records by updating personal information, medical history, and insurance details in the electronic database
• Addressed patient concerns and resolved issues promptly and professionally, resulting in increased patient satisfaction ratings
• Assisted with the check-in process by verifying patient demographics, collecting co- pays, and explaining office policies
• Collaborated with healthcare providers to coordinate referrals for specialized treatments or consultations as required
• Managed incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
• Educated patients on available resources such as online portals or mobile applications for accessing test results or scheduling appointments Caregiver
Senior Adult Concierge Service LLC-Phoenixville, PA July 2023 to March 2024
• Provided compassionate care and support to elderly clients, ensuring their safety, comfort, and well-being
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Maintained a clean and organized living environment for clients by performing light housekeeping duties
• Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
• Managed medical appointments and transportation arrangements for clients as needed
• Provided companionship and emotional support to alleviate feelings of loneliness or isolation
• Collaborated with healthcare professionals, family members, and other caregivers to ensure continuity of care
• Administered medications accurately following prescribed dosages under the supervision of a nurse or doctor
• Maintained confidentiality regarding sensitive personal information about clients at all times
Case Management Assistant
Penn Psychiatric Center-Collegeville, PA
April 2016 to October 2017
• Conducted intake interviews with clients to gather necessary information for case assessment and planning
• Maintained confidential client files, ensuring accuracy and completeness of records
• Coordinated referrals to external service providers based on client needs and eligibility criteria
• Ensured compliance with agency policies, procedures, and legal requirements related to case management services
• Participated in team meetings to discuss client progress, challenges, and potential solutions
• Assisted case manager in coordinating and managing client caseload, ensuring timely and accurate documentation
Case Management Assistant
Carson Valley Children's Aid-Norristown, PA
July 2016 to August 2017
• Conducted intake interviews with clients to gather necessary information for case assessment and planning
• Assisted case manager in coordinating and managing client caseload, ensuring timely and accurate documentation
• Maintained confidential client files, ensuring accuracy and completeness of records
• Monitored progress of clients' goals and objectives outlined in their care plans
• Coordinated referrals to external service providers based on client needs and eligibility criteria
Axion Healthcare
Project Manager-Blue Bell, PA
February 2014 to July 2016
• Assisted company director in creating organizational structure through overseeing budgets, start and completion dates
• Assist employees with assigned projects
• Collaborate with United Health care representatives
• Promoted daily representative-client interaction to ensure quality care for clients Teacher Assistant
KinderCare Learning Centers-Plymouth Meeting, PA
January 2013 to March 2014
• Assisted lead teacher in creating and implementing lesson plans for various subjects
• Provided one-on-one support to students with special needs, helping them achieve academic goals
• Managed classroom behaviour by implementing positive reinforcement strategies and maintaining a safe learning environment
• Supported lead teacher in grading assignments and providing constructive feedback to students
• Collaborated with other teaching assistants to develop engaging educational activities and materials
• Assisted in the supervision of students during recess, lunchtime, and field trips
• Collaborated with school counselors to address behavioral or emotional issues affecting student performance
Call Center Representative
MSI International-King of Prussia,
PA January 2012 to March 2013
• Handled a high volume of inbound customer calls
• Provided excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
• Implemented effective strategies to de-escalate challenging situations with upset or irate customers while maintaining professionalism at all times
• Demonstrated strong product knowledge to effectively answer questions and provide accurate information to customers
Medical Assistant
Broker, Creamer, Swanson ENT-Phoenixville, PA
April 2009 to September 2012
• Assisted physicians and nurses in patient examinations, procedures, and treatments
• Prepared examination rooms by ensuring cleanliness and stocking necessary supplies
• Took vital signs such as blood pressure, temperature, pulse rate, and respiratory rate accurately
• Performed basic laboratory tests including collecting specimens and conducting routine tests
• Managed patient medical records by accurately documenting information in electronic health record systems
• Scheduled appointments for patients, coordinating with other departments as needed
• Provided exceptional customer service to patients by addressing inquiries and concerns promptly and professionally
Administrative Assistant
Norriton Family Medicine-East Norriton,
PA May 2007 to November 2009
• Managed patient scheduling and appointment coordination, ensuring efficient use of physician's time
• Maintained accurate and up-to-date medical records for all patients, adhering to HIPAA regulations
• Responded to patient inquiries regarding appointments, test results, and general office policies
• Performed administrative duties such as answering phone calls, filing documents, and managing office supplies inventory
Chiropractic Assistant
Progressive Rehab-King of Prussia, PA
March 2006 to June 2007
• Assisted chiropractor in providing patient care, including preparing treatment rooms and equipment
• Scheduled appointments for patients, ensuring efficient use of time and minimal wait times
• Managed patient records and maintained confidentiality of sensitive information
• Performed administrative tasks such as answering phone calls, filing documents, and handling insurance claims
• Maintained cleanliness and organization of the clinic to create a welcoming environment for patients
Medical Assistant
Dr.Haney F. Abdel's Office-Norristown, PA
October 2005 to September 2006
• Assisted physicians and nurses in patient examinations, procedures, and treatments
• Prepared examination rooms by ensuring cleanliness and stocking necessary supplies
• Took vital signs such as blood pressure, temperature, pulse rate, and respiratory rate accurately
• Performed basic laboratory tests including collecting specimens and conducting routine tests
• Managed patient medical records by accurately documenting information in electronic health record systems
• Scheduled appointments for patients, coordinating with other departments as needed Resident Advisor
Ken Crest-Ambler, PA
May 2004 to August 2005
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Created personalized care plans for each client based on their individual needs and preferences
• Maintained a clean and organized living environment for clients by performing light housekeeping duties
• Prepared nutritious meals according to dietary restrictions and assisted with feeding when necessary
Education
College in Healthcare Management
South University-Remote
August 2014 to April 2016
College in Healthcare Management
Harcum College-Bryn Mawr, PA
August 2012 to June 2014
High school diploma
Norristown Area High School-Norristown, PA
September 1999 to June 2003
Skills
• Organizational skills
• Administrative experience
• HIPAA
• Patient service
• Medical receptionist
• Patient care
• Phone etiquette
• Office experience
• Time management
• English
• Medical terminology
• Customer service
• Clerical experience
• Insurance verification
• EMR systems
• Medical office experience
• Computer skills
Certifications and Licenses
Certified Medical Assistant
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