Customer Service Patient Access

Tiffany Porch

tiffallalone@gmail.com***-***-****

Work Experience

Patient Access Specialist

Northwest Medicine-Chicago, IL

February 2019 to Present

•Serve as the first point of contact for the assigned group of physicians in the Hematology Oncology/Endocrine Surgery/ Palliative Medicine department, offering key support in the delivery of care to patient customers and representing the values of the company.

•Intake of new patient-customers, by diligently gathering demographic info, insurance and/or financial assistance coverage information and diagnoses.

•Manage and schedule appointments for new and existing patient-customers, triage all telephone encounters concerning such appointments as well as symptoms, testing/imaging, prescriptions, and any other concerns.

•Manage a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.

•Provide exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.

•Demonstrate strong product knowledge to effectively answer customer questions and provide accurate information.

•Built rapport with customers through active listening, empathy, and personalized interactions.

•Resolve complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions.

•Upsell additional products or services to customers based on their needs and preferences.

•Handle billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently.

•Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings.

•Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure.

•Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process

Customer Service Representative

Midwest Title Loans-Oak Forest, IL November 2016 to February 2019

•Processed title loans for eligible candidates explaining the product thoroughly, assessing financial documents, and answering any questions.

•Answered telephone inquiries about new loans.

•Called past due customers in an attempt to collect payments.

•Opened and closed store daily by counting the register and balancing the bank book.

•Delivered bank deposits daily.

•Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends.

•Upsold additional products or services to customers based on their needs and preferences.

•Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently.

Daughter/Mother

Chicago, IL

September 2013 to November 2016

•Spent some time tending to family related matters.

•Cared for my sick mother, buried her, and took care of her business affairs.

•Delivered my son and spent quality time with him in his first two years of life.

•Completed some online college classes.

Education

Bachelor's degree in Healthcare Management

Colorado Technical University-Online December 2024

Associate's degree in Healthcare Administration

Colorado Technical University-Online November 2022

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