Customer Support Specialist
Resume:
Alameda, CA ***** 925-***-**** *************@****.***
AMBER LAWRENCE
Resourceful and compassionate healthcare professional with extensive experience supporting patients, staff, and clinical operations in fast-paced environments. Skilled in communication, coordination, data management, and client service, with a proven ability to adapt, solve problems, and ensure regulatory compliance. Dedicated to delivering positive experiences for individuals and teams, and eager to bring transferable strengths to a new healthcare setting that values empathy, collaboration, and growth. PROFESSIONAL
SUMMARY
• Patient & Client
Engagement
• Communication (Verbal
& Written)
• Scheduling &
Coordination
• Data Entry & Electronic
Records
• Problem Solving &
Conflict Resolution
• Organizational Skills
• Medical Terminology &
Confidentiality (HIPAA)
• Insurance Verification &
Billing Support
• Adaptability & Multitasking
• Teamwork & Training
SKILLS
PATIENT CARE REPRESENTATIVE 12/2024 to 06/2025
Ernest Health, Sacramento, CA
CLIENT SERVICES ASSOCIATE 12/2023 to 12/2024
CVS Pharmacy, Fountain Inn, SC
PATIENT CARE SUPPORT SPECIALIST 04/2022 to 05/2023 Sutter Health; Alta Bates Summit Medical Center, Berkeley, CA WORK HISTORY
● Facilitated coordination among multidisciplinary teams for patient care.
● Guided new team members on operational best practices to ensure quality service.
● Monitored and enforced regulatory compliance for safety and privacy. Conducted educational programs for stroke recovery, focusing on warning signs and care strategies.
●
● Maintained positive client relationships by delivering solutions-oriented service.
● Addressed and managed confidential data to resolve intricate billing and insurance matters.
● Spearheaded onboarding training, encouraging ongoing development.
● Resolved customer issues with a professional and empathetic approach.
● Optimized operational efficiency through streamlined front-end processes.
● Facilitated communication among care teams to ensure continuous patient support.
● Implemented training programs for staff on compliance and engagement.
● Optimized processes, contributing to enhanced outcomes for both patients and staff.. HEALTHCARE ADMINISTRATIVE ASSISTANT 12/2020 to 04/2022 Tabula Rasa Inc., South San Francisco, CA
CUSTOMER SERVICE REPRESENTATIVE 10/2014 to 12/2020 CVS Pharmacy, Antioch, CA
● Facilitated interdepartmental collaboration during busy periods. Handled challenging scenarios with dissatisfied patients using effective conflict resolution techniques.
●
Processed insurance claims efficiently by liaising closely with providers and patients, ensuring timely reimbursements and accurate billing information.
●
Participated in audits of medical records for accuracy, completeness, and compliance with regulatory requirements, contributing to a well-organized documentation system.
●
Evaluated patient satisfaction surveys and provided recommendations for addressing concerns, leading to enhanced patient experiences at the healthcare facility.
●
● Conducted follow-up calls to boost customer loyalty.
● Supervised inventory processes and upheld meticulous business records.
● Addressed customer requests promptly to improve patient satisfaction. Merritt College, Oakland
Associate of Arts, History
4.0 GPA
Contra Costa Medical Career College, Antioch, CA
Vocational, Pharmacy Technology, 12/2014
Cornerstone High School, Antioch, CA
High School Diploma, 2012
EDUCATION
• Consistently improved team efficiency and
service satisfaction through precise,
dependable support.
• Recognized for adaptability and leadership
in fast-paced, multidisciplinary
environments.
• Successfully led and organized patient and
family education sessions to improve health
outcomes.
• Developed strong relationships with
colleagues, patients, and clients through
collaborative and proactive communication.
ACCOMPLISHMENTS
• BLS & CPR Certified • APhA Immunization Certification
• National and California State Healthcare Operations Certification CERTIFICATIONS
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