Service Representative Customer

Marquetta Hughes

*********@*****.*** 601-***-**** San Antonio, TX

Summary

Experienced professional with 18 years in healthcare and customer service, seeking a Patient Service Representative role. Proven track record as a Patient Service Representative, excelling in patient assistance, program inquiries, and pharmacy coordination. Strong interpersonal and organizational skills, with expertise in benefit verification and patient access facilitation.

Work Experience

Cencora

Patient Service Representative Dec 2024 - Present

• Managed inquiries related to patient assistance programs and pharmacy coordination, ensuring accurate and timely responses.

• Assessed eligibility for support programs and facilitated patient enrollment, maintaining adherence to quality standards in all communications.

• Collaborated with patients, healthcare providers, and internal teams to collect and verify required documentation and reported adverse events as necessary.

Case Manager Jun 2024 - Sept 2024

• Serve as the primary liaison for the program, educating physicians and their staff on available services and therapy guidelines to align expectations regarding reimbursement.

• Conduct thorough reviews of patient insurance information to verify benefits and document details with precision.

• Identify potential restrictions in insurance coverage and expedite patient access to necessary services when required. Verification Specialist Oct 2023 - Apr 2024

• Conducted thorough reviews of patient insurance information to ensure accurate benefit verification.

• Accurately documented patient-specific benefits, maintaining precision in all records.

• Identified restrictions and facilitated expedited patient access when required. Match MD

Customer Service Representative/Supervisor 2020 - 2022

• Managed incoming customer inquiries and ensured the accurate collection and processing of caller information for message tickets.

• Dispatched and processed message tickets efficiently, maintaining high standards of client satisfaction through adherence to instructions.

• Confirmed message details and escalated issues to higher-level support when necessary to ensure effective resolution. Pennsylvania P EBT

Customer Service Representative Jan 2022 - Sep 2023

• Delivered outstanding customer service by addressing and resolving inquiries and concerns related to the program.

• Assisted in effectively resolving customer issues, enhancing satisfaction and program understanding.

• Collaborated with team members to ensure prompt and efficient handling of customer inquiries. Carenet Health Services

Care Coordinator/Poc 2017 - 2020

• Facilitated triage and member services calls, ensuring seamless connection of patients to appropriate healthcare providers while maintaining HIPAA compliance.

• Collected and documented patients' health histories to accurately route triage calls based on their healthcare needs.

• Cultivated strong relationships with customers and patients, enhancing service engagement and satisfaction. Maximus

Customer Service Representative/Mentor 2016 - 2017

• Resolved customer inquiries by effectively identifying issues and implementing appropriate solutions, ensuring timely follow-up for optimal customer satisfaction.

• Managed financial accounts through accurate processing of customer adjustments and delivered insights to management by analyzing customer data and recommending service improvements.

• Trained new employees on managing high call volumes, maintaining comprehensive records, and delivering precise information using established procedures.

Ridgeland, Mississippi Police Department

Police Officer Ridgeland, Mississippi 2005 - 2012

• Conducted comprehensive investigations of accidents, felonies, and misdemeanors, leading to successful apprehension and prosecution of suspects.

• Responded to emergency calls and resolved complaints, playing a key role in minimizing injury and harm to victims through first responder actions.

• Enforced federal, state, and local laws, including executing court orders and issuing and executing warrants.

• Directed traffic and managed traffic-related incidents, issuing citations for violations to maintain public safety. Mississippi State Hospital

Direct Care Worker 2001 - 2003

• Provided comprehensive care and assistance to elderly, physically disabled, and developmentally disabled individuals, including facilitating mobility, personal hygiene, medication management, and rehabilitation exercises.

• Supported independent living by teaching essential skills such as budgeting, household tasks, and engaging in activities; collaborated with families to address individual needs and enhance quality of life. Education

National College

Associate of Applied Science, Computer Information Systems Kansas City, MO 1995 Certifications

Kinesic Interview & Interrogation

Gang Recognition & Apprehension

Pressure Point Control Techniques (PPCT) Advanced Law Enforcement Rapid Response Training (ALERRT)

Fingerprinting Analysis and Identification

Skills

Problem Solving, Pascal, Systems Analysis & Design, Cobol, Basic & C++ Programming, Human Relations, Patience and Compassion, Strong Organizational Skills, Strong Listening Skills, Emotional Strength, Excellent Interpersonal Skills, Customer Relations, Unix, Accounting & Bookkeeping, Database Management, Time Management, Works Well With Others, Communicates Clearly and Effectively, Attention to Detail, First Aid and Emergency Response Procedures

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