Customer service

Collette Morgan

Customer Service

Albuquerque, NM

Accomplished in enhancing customer service and streaming processes, I leverage data entry proficiency and strong interpersonal skills at Presbyterian Healthcare Center. By implementing advanced software tools and ensuring HIPPA compliance, I significantly improved appointment scheduling and patient care coordination, showcasing a commitment to excellence and problem-solving. Organized patient service representative with years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Remote Healthcare Customer Service Representative

Presbyterian Healthcare Center Albuquerque, NM-Albuquerque, NM May 2021 to November 2024

• Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.

• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

• Ensured compliance with HIPPA regulations when handling sensitive patient information, protecting client privacy at all times.

• Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination.

• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.

• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.

• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquires. Customer Service Representative

Carenet Health-Albuquerque, NM

August 2019 to April 2021

• Resolved customer service complaints with empathy, resulting in increased loyalty and repeat business.

• Managed high stressed situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Maintained detailed records of customer service interactions, ensuring proper follow-up and resolution of issues.

Area Supervisor

DD's Discounts/Ross-Albuquerque, NM

September 2014 to June 2019

• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• Followed through with client requests to resolve problems.

• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.

• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.

• Collaborated with upper management to improve customer service processes and support structures company wide.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags

• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Customer Service Associate

Walmart-Albuquerque, NM

July 2009 to February 2014

• Self-Motivated, with a string sense if personal responsibility.

• Excellent communication skills, both verbal and written

• Skilled at working independently and collaboratively in a team environment

• Proven ability to learn quickly and adapt to new situations.

• Managed time efficiently to complete all tasks within deadlines.

• Passionate about learning and committed to continual improvement.

• Assisted with day-to-day operations, working efficiently and productively with all team members. Education

High school diploma

Rio Grande HS - Albuquerque, NM

August 2007 to May 2008

Skills

• Patient confidentiality (5 years)

• HIPAA

• Medical Terminology

• Medical Records

• Medical Office Experience

• Call center (5 years)

• registration management (4 years)

• complaint processing (5 years)

• customer service excellence (10+ years)

• Problem solving (10+ years)

• Multitasking (10+ years)

• patient identity verification (5 years)

Certifications and Licenses

Driver's License

June 2022 to June 2025

Class D

Endorsements NONE

Restrictions NONE

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