Service Representative Customer

Pooja Kumar

******.***@*****.***

609-***-****

Professional Summary

An Empathetic and detail-oriented Healthcare Customer Service Representative with 3+ years of experience in patient-facing roles. I am skilled at managing appointments, billing, insurance coordination, and EHR systems. Proven record—boosted patient satisfaction by 20%, reduced scheduling errors by 30%, and maintained 95% issue resolution on first contact

Core Skills

Medical terminology & EHR (e.g., Epic, Cerner)

HIPAA compliance & patient confidentiality

Insurance verification & billing processes

Scheduling appointment & patient communication

Empathetic communication & conflict resolution

MS Office & CRM tools proficiency

Professional Experience

University Hospital

Columbia, MO

Jan 2024– Present

Handled 50–100 daily patient inquiries (calls, email), covering appointments, billing, insurance, and treatment queries.

Implemented a feedback and ticketing system, raising satisfaction scores by 20% within six months.

Trained 5 new staff on HIPAA best-practices and EHR workflows, reducing onboarding time by 25%.

Achieved a 95% first-call resolution rate, minimizing follow-up volume.

Cone Health Moses Cone Hospital

Cary, NC

Jun 2022 – Dec 2023

Scheduled and coordinated appointments for multiple departments, cutting average wait time by 20% .

Verified insurance for all patients, slashing billing-related inquiries by 30% .

Managed check-ins, co-pays, and patient intake, ensuring 98% data accuracy.

Supported EHR migration—trained staff, updated medical records, and eliminated 25% documentation errors

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