Customer Service Patient Access

Tracy Johnson

******@*****.*** 678-***-**** Atlanta, GA

SUMMARY

Dedicated professional with 13 years of experience seeking a Customer Service Representative role. Proven expertise in managing high-volume calls, facilitating customer interactions, and ensuring seamless communication, as demonstrated in roles such as Patient Access Representative and Lead Nurturer. Strong skills in customer service support, invoicing, and database management.

WORK EXPERIENCE

Pearson Online Academy Atlanta, Georgia

Lead Nurturer May 2025

• Facilitated the enrollment process for students by addressing inquiries and providing detailed information about the program, curriculum, and social clubs.

• Managed inbound and outbound communications, utilizing soft sales techniques to effectively engage and inform parents.

• Utilized Salesforce to create applications and efficiently registered parents for informational sessions. Inspire Brands Atlanta, Georgia

Franchise Administrator Nov 2024 - Apr 2025

• Provided detailed administrative support in managing contract billing, ensuring accuracy and timely completion of invoicing processes.

• Evaluated and amended contracts and lease agreements for renewals, collaborating with finance, technical teams, and external clients to collect necessary information.

• Analyzed operating agreements, by-laws, and articles of incorporation to ensure consistency with contract specifications.

UnitedHealth Group

Patient Access Representative Jan 2024 - Nov 2024

• Manage a high volume of calls to efficiently schedule, reschedule, and confirm patient appointments.

• Facilitate medication refill requests to support patient treatment plans and ensure continuity of care.

• Coordinate lab appointment scheduling and streamline communication by directing patient inquiries to appropriate clinics.

Finetech Business Solutions

Director of Sales Support May 2022 - Sep 2023

• Managed client onboarding processes with a focus on maintaining accuracy in terminal file builds and adherence to PCI compliance standards.

• Conducted detailed contract reviews to ensure accuracy in rates, tax IDs, and business information, alongside proper entry of ancillary fees.

• Oversaw equipment logistics and administrative updates, including order management and processing of business name, banking, and address changes, while continuously enhancing sales processes and monitoring performance. Burton Energy Group

Billing Specialist Oct 2023 - Feb 2024

• Collaborated with sales teams to review and process customer contracts, ensuring accurate invoice details such as dates, payment terms, and service descriptions.

• Managed sensitive customer information, prioritizing data security and privacy during billing operations.

• Generated and maintained accurate billing reports, efficiently handling invoice submissions using Excel spreadsheets.

Samsara

Auditor Dec 2020 - Dec 2023

• Conducted detailed audits of employee video interactions to ensure compliance with company standards and requirements.

• Compiled and organized audit data by extracting URLs, facilitating an efficient review process for quality assurance.

• Formulated and implemented standard operating procedures to enhance team productivity and streamline operational workflows.

Engie Services

Business Systems Specialist Sep 2018 - Jul 2020

• Resolved service requests by identifying issues and implementing appropriate solutions.

• Monitored refrigeration system alarms and coordinated timely dispatch for maintenance.

• Created and assigned work orders to qualified vendors for refrigeration and lighting maintenance. Assurant

Claims Adjuster Jan 2012 - Aug 2018

• Negotiated claim settlements to achieve mutually agreed compensation for damages, enhancing customer satisfaction and resolution efficiency.

• Corresponded effectively with stakeholders to finalize and close claims, ensuring a streamlined claims process.

• Evaluated and investigated claims to accurately determine the extent of damages and liabilities, contributing to precise and fair settlement outcomes.

EDUCATION

University of Missouri Kansas City

Administration of Justice, Criminal Justice

Kansas City, Missouri

May 1996

SKILLS

Customer Service Support • Invoicing Expertise • Financial Report Generation • Database Management • MS Office

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