Customer Service Medical Receptionist
Resume:
Jennifer Ekotson
Frisco, TX
*************@*****.***
Detail-oriented professional with over 5 years of experience in patient-facing administrative support, call center operations, and health information management. Adept at appointment scheduling, EMR documentation, insurance verification, and Release of Information (ROI) processes. Skilled in managing high call volumes, handling confidential information per HIPAA regulations, and coordinating patient transportation. Strong ability to work independently and in fast-paced environments with precision and empathy. Eligible for NACI-level security clearance.
Skills
·Well-rounded background in call handling and refined talents in customer service and product knowledge
·Ability to listen to and understand callers’ concerns.
·Ability to remain calm.
·Ability to work with people in person or over the phone
·Basic computer aptitude in Windows and Mac
·Proven customer support experience or experience as client service representative
·Great Customer Relationship Management (CRM) usage
·Ability to build and maintain functional regression testing
·Ability to multitask, prioritize, and manage time effectively
·Ability to work independently
·Ability to apply developmental and technical skills to all aspect of Quality Assurance
·Great remote team collaboration
·Strong phone contact handling skills and active listening
·Ability to quickly learn and troubleshoot technical environments physically and Remotely
·Experience in root-cause analysis of any kind of related failures
·Excellent time management skills, with the ability to prioritize and multi-task
·Able to work under shifting deadlines in a fast-paced environment.
Work History
Sep 2023 to Current
Chime Solutions, Georgia (Remote)
IT Support Specialist
·Provide technical assistance and support for issues related to computer systems, software and hardware.
·Respond to issues via, phone, or electronically.
·Ask questions to determine the nature of problem.
·Install, modify, repair, and/or reload computer hardware and software.
·Install computer peripherals for users.
·Follow up with users to ensure the issue has been resolved.
·Administer Help Desk System
·Active Directory Administration
·Office 365 Administration
·Maintain printer toner inventory and order as needed
·Ability to communicate effectively and demonstrates good listening skills
·Responsible for any other tasks that may arise
·Adherence to schedule, process & procedure, and Customer Service guidelines.
·Technical troubleshooting and problem resolution (by phone and/or online support).
·Ability to follow a knowledge base, while utilizing their own troubleshooting skills.
·Minimal scripting, individuals need to be able respond over the phone and over email/online methods.
·Work with non-technical clients to support their technical needs
·Problem escalation to extended support groups.
·Online documentation of all telephone, troubleshooting, resolution, and escalation activity.
·Ability to work flexible schedule in order to meet support requirements (will have a set schedule with weekend hours, able to work evenings and holidays to provide coverage)
July 2021 to Sep 2023
Quest Diagnostics (REMOTE)
Medical Interviewer/Customer Care Representative
●Handle all customer inquiries regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service.
●Report laboratory results to clients and patients using established protocols.
●Document reporting or call history in required format and maintain complete and accurate records.
● Scheduled, canceled, and rescheduled patient appointments and processed no-show documentation.
●Accurately scanned insurance cards and handled all insurance buffer (ICB) encounter processing.
●Managed patient data within EMR systems, ensuring proper documentation and HIPAA compliance.
●Provided reception services for inbound and outbound communications related to patient records.
●Reviewed and processed requests for transportation and reimbursement of patient travel costs.
●Contact the client to resolve routine matters related to patient testing and result reporting.
●Report client concerns using established protocols.
●Provide education and guidance to clients about Quest Diagnostics lab processes.
●Escalate issues as appropriate using established protocols.
●Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
●Provides status updates and completion information to users, via voicemail, e-mail or in-person communication.
●Maintain strong, open communication with direct supervisor regarding services delivered, concerns or questions
●Enter and update data in Microsoft Excel spreadsheets with precision and efficiency.
●Analyse data for any inconsistencies or errors and take appropriate corrective actions.
June 2019 to Sep 2021
Target (Remote)
Customer Service Representative
·Adherence to schedule, process & procedure, and Customer Service guidelines.
·Respond to customer inquiries via phone, email, and chat, consistently achieving a 80% customer satisfaction rate.
·Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational)
·Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures
·Collaborate with internal teams to streamline the complaint resolution process and enhance service quality.
·Achieve and exceed key performance metrics, including first-call resolution, response time, and customer feedback scores.
·Manage and maintain IAM systems, including user provisioning, authentication, and authorization.
·Perform troubleshooting and resolution of customer-related incidents, reducing downtime by 70%.
·Resolve customer issues efficiently by analysing problems, offering solutions, and following up to ensure customer satisfaction.
· Conduct regular reviews and audits of user access and permissions to ensure compliance with security policies.
·Problem escalation to extended support groups.
Jan 2018 to June 2019
Teleperformance (REMOTE)
Mac Technical Support Specialist (Advisor)
●Worked in close collaboration with Product Owner to maintain and monitor project plans, budgets, and Project deliverable.
●Assisted Organization in ensuring deadlines were met with emphasis on Quality
●Responsible for the end-to-end integration and ensure that products are shippable
●Performed Risk Management and Mitigation Planning
●Readiness/Change Adoption/Stakeholder Management
●Participated in Scrum of Scrum to provide updates on progress, impediments, and collaboration with other teams
● Facilitated three teams with focus on aligning the teams go agile while empowering teams to self-organize and grow cross-functionally
●Ensure team understands the need for clear and concise Product Backlog items and achieve this through techniques such as user story slicing and acceptance criteria.
●Lead and manage the implementation project team
●Collaborate with team members to identify and implement process improvements.
Educations
●Imo State University: Bachelor of Science: Computer Science – 2009 – 2014
●Ultimate Medical Academy: Medical Record Technology/Technician 2021-2023
Certifications
●Certified Customer Service Professional (CCSP)
●Microsoft Certified Application Specialist
●CRM Software Training (e.g., Salesforce, Zendesk)
●Speech Recognition Using C++ (2020)
●Management Information System / Computer Studies (Amen Computer Institute, 2005)
Contact this candidate