Customer Service Specialist

Amy Myles

Houston, TX ***** 765-***-**** **********@*****.***

Profile

Customer Service Specialist with 5+ years of experience resolving complex inquiries and delivering compassionate support in healthcare, government, and nonprofit settings. Skilled in conflict resolution, HIPAA compliance, and high-volume caseload management. Proven ability to streamline processes, improve client satisfaction, and advocate for diverse populations through active listening and resource coordination.

Experience

PATIENT ACCOUNT REPRESENTATIVE HARRIS HEALTH SYSTEM - HOUSTON, TX NOVEMBER 2023 – FEBRUARY 2024

·Resolved 50+ customer inquiries weekly via phone and email, ensuring compliance with HIPAA and billing guidelines.

·Collaborated with insurance providers to resolve claims discrepancies, reducing payment delays by 25%.

·Processed patient payments and set up payment plans, improving on-time collections by 30%.

·Coordinated community resources to assist patients with financial aid and social service programs.

ELIGIBILITY SPECIALIST CATHOLIC CHARITIES - HOUSTON, TX JUNE 2023 – SEPT 2023

·Conducted client needs assessments to determine eligibility for public assistance programs, achieving 95% accuracy.

·Counseled 20+ clients daily on eligibility requirements, application processes, and benefit options.

·Processed and authorized grant and food stamp applications while maintaining strict confidentiality.

·Streamlined documentation workflows, reducing application processing time by 15%.

TEXAS WORKS ADVISOR TEXAS HEALTH AND HUMAN SERVICES - HOUSTON, TX JULY 2022 – APRIL 2023

·Managed caseloads of 150+ clients, ensuring timely eligibility determinations for unemployment and Medicaid.

·Advocated for clients by referring them to job training, childcare, and healthcare resources.

·Exceeded monthly application processing quotas by 20% through efficient case management.

·Conducted follow-up interviews to verify ongoing eligibility, minimizing service interruptions.

CUSTOMER SERVICE REPRESENTATIVE CIVIL COURTS - HOUSTON, TX MAY 2016 – DEC 2018

·Provided service excellence to 50+ daily visitors, explaining court procedures and processing payments.

·Resolved case-related inquiries via phone and in person, ensuring compliance with legal guidelines.

·Maintained accurate case documentation and scheduled hearings, improving court calendar efficiency.

·Processed fines and fees, reconciling accounts with 99% accuracy.

Education

ASSOCIATE OF SCIENCE LONE STAR COLLEGE HOUSTON, TX

HIGH SCHOOL DIPLOMA KOKOMO HIGH SCHOOL KOKOMO, IN

Skills & Abilities

·Customer Relationship Management (CRM)

·Conflict Resolution

·Problem-Solving

·Compliance (HIPAA, ADA)

·Payment Processing

·Multitasking & Prioritization

·Benefits Administration

·Case Management

·Data Entry & Reporting

·Bilingual Support (if applicable)

·Client Advocacy

·Active Listening

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