Customer Service Call Center

Mesquite,Texas

***-***-************@*****.***

Anthreaous Phillips

Dedicated Customer Service Professional Committed to Excellence and Member Advocacy EDUCATION

GED

Texas Department of Education, June 1992 to June 1992

PROFESSIONAL SUMMARY

Dedicated customer service professionals with years of experience in healthcare support, patient financial services, and case management. Known for empathy, attention to detail, and a commitment to enhancing patient experiences and

maintaining compliance with healthcare regulations. Proven ability to manage high call volumes, resolve complex inquiries, and provide comprehensive support to members and patients, contributing to elevated satisfaction levels and improved program outcomes.

REFERENCES

Available upon request

CORE COMPETENCIES

Customer Service Excellence: Empathy, patience, and active listening

Technical Proficiency: Microsoft Office, Call Center Software, CRM Systems

Healthcare Compliance: HIPAA guidelines, patient privacy regulations

Operational Efficiency: Problem-solving, time management, process improvement

Communication: Clear, concise, and effective interaction with members and medical professionals

PROFESSIONAL EXPERIENCE

Member Service Representative

Molina Healthcare – Irving, TX

June 2018 to Present

● Inbound Call Management: Efficiently manage an

average of 100+ inbound calls per day, providing

accurate information about Molina Medicaid services to ensure members fully understand their health plan

benefits.

● Appointment Coordination: Successfully assisted

members with scheduling medical appointments,

achieving a 95% satisfaction rate in follow-up surveys regarding appointment scheduling and access to care.

● Provider Network Support: Aid members in finding in-network providers, resulting in a 20% increase in member utilization of in-network services over a

one-year period.

● Problem Resolution: Proactively addressing member inquiries and concerns, resolving issues on the first call 85% of the time, enhancing overall member

satisfaction.

● Documentation and Record Keeping: Maintain accurate records of member interactions, contributing to a 25% reduction in documentation errors through improved processes.

Patient Case Coordinator

Amerisource Bergen – Frisco, TX

December 2015 to June 2018

● Patient Assistance Programs: Receive and process calls from patients, clinics, and doctors’ offices, successfully assisting over 300 patients monthly with information about prescription drug copay assistance programs.

● Eligibility Determination: Conduct thorough

assessments of patient applications to determine

eligibility for financial assistance, achieving a 90% approval rate for qualified patients within the Patient Assistance Program.

● Collaboration with Healthcare Providers: Foster strong relationships with healthcare providers, which led to a 15% increase in referral rates for patient assistance programs over two years.

● Confidentiality and Compliance: Strictly adhere to all federal and state regulations regarding the release of patient information, maintaining 100% compliance

during audits.

Patient Financial Services Representative

Alliance Walgreens Prime – Frisco, TX

November 2010 to December 2015

● Financial Consultation: Answer inbound calls from customers seeking assistance, averaging 80 calls per day, providing support for medication payments and financial resources.

● Resource Identification: Successfully identify and guide customers in locating available funds and programs that can assist them, achieving a 30% increase in successful funding applications during tenure.

● Customer Relationship Management: Build rapport

with customers, resulting in a 40% increase in customer loyalty, as measured by repeated calls for assistance and referrals to others.

ADDITIONAL SKILLS

Interpersonal Skills: Empathy, adaptability, and teamwork Technical Skills: Call Center Operations, CRM Software, Microsoft Office Suite

Problem-Solving: Ability to address complex member issues with creative and effective solutions

CERTIFICATIONS

HIPAA Compliance Training – Ensuring the secure handling of patient information and adherence to privacy regulations. Customer Service Excellence Training – Focus on enhancing member satisfaction and communication effectiveness.

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