Call Center Customer Service
Resume:
Melissa DiGrazia
Belleville, NJ 07109
Email: *********@*****.***
Patient Service/Call Center Representative who is very experienced with customer service, registering/communicating with patients, medical terminology, data entry, scheduling appointments, recording and filing patient medical records quickly and efficiently.
EXPERIENCE
Insight Global/Cooper Surgical Trumbull, CT June 2023-current
Patient & Client Service Coordinator – REMOTE
Provide customer service to internal and external customers in a call center environment.
Transact customer orders and provide assistance/advice.
Process returns and enters complaints into the system.
Perform problem resolution activities for customer issues.
Handle all incoming contacts from customers and provide information and resolutions to queries.
Enter all orders received via phone, fax, email, and EDI, ensuring maximum customer satisfaction.
Perform tasks related to customer returns, including data entry and follow-up for refunds.
Handle product and service complaints, entering relevant information into the complaint tracking system.
Work closely with the Product Surveillance team during complaint investigations and follow up as needed.
Triage service and repair calls, providing level 1 support or contacting the appropriate department for resolution.
Maintain vigilance with respect to service objectives, such as call queues and processing accuracy.
Act as a point of contact for daily operational questions related to specific assignments.
Maintain service documents and tools used by the department.
Alert management of any problems with procedures or negative service situations.
Gather, compile, and distribute information to improve company operations.
Follow the schedule provided by the Supervisor and minimize non-work-related time.
Princeton Orthopaedic Associates Princeton NJ December 2021-May 2023
Call Center Representative – REMOTE
Promptly answer the telephone using positive and clear communication and scripting.
Register patient; obtain and enter accurate demographic information into computer system. (address, telephone number, name of insurance and verification of health insurance)
Work closely with the billing team for insurance eligibility, and insurance referral requirements.
Schedule appointment – triage patient problem and schedule with appropriate physician.
Review appointment date, time, location, and provider name with caller.
Prepare patient for appointment-what to bring, location, etc. (including insurance card, medications, etc.)
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Efficient use of scheduling software as well as sending messages to providers and coworkers.
Collaborate and develop strong professional relationships with the administrative team members.
Additional duties assigned by the Manager to meet department needs.
Instacart Oct 2020-current
Full-Service Shopper (Part-Time/As Needed)
Independent contractor.
Customer service throughout-use your cell phone to text or call when things need to be replaced or
customer needs to be contacted.
Use the Instacart platform to shop and deliver orders to customers.
This opportunity has lots of flexibility—you choose which batches you’d like to shop, with no
limit on how many batches you can fulfill.
Hunterdon Hematology/Oncology Flemington NJ July 2019-May 2020
Front Desk Receptionist/Discharge Coordinator
Greets patients and checks them in for physicians.
Accurately verify demographics and collect payments.
Performs operator functions including triaging calls, connecting and transferring calls to the
appropriate extension.
Operate a multi-line phone system.
Enter and manage patient data in EMR (NextGen).
General knowledge of health plans and billing.
Schedule appointments, scans (DexaScan, CT scans, MRIs, ultrasounds, mammograms, etc.), and
chemotherapy.
Perform other duties as assigned to maintain workflow in the department.
Hunterdon Urgent Care Raritan NJ October 2016 to July 2019
Patient Service Representative (PSR)
Record and file patient data and medical records.
Strictly follow all federal and state guidelines for the release of information.
Schedule patient appointments.
Manage phone calls.
Complete registration quickly and cordially for all new patients.
Resolve and clarify issues with patient medications and collaborate with local pharmacies.
Demonstrate knowledge of HIPAA Privacy and Security Regulations
Confirm patient information, collect copayments, and verify insurance.
EDUCATION & TRAINING
Middlesex High School 2004
Middlesex, NJ 08846
High School Diploma 2004
SKILLS
Medical Terminology
Medical billing and coding/ICD-9-ICD-10
Data entry
EMR systems/etc.- NextGen, Centricity, SRSEPIC, D365, CRM, POWER BI
Administrative support/scheduling
Expert customer service with compassion and empathy
Ethical and positive work principles/profession demeanor
Detail Oriented/Multi-tasker
Accurate Typist
Communicates clearly and effectively
REFERENCES:
Laura Delorenzo-professional, coworker
Cooper Surgical
75 Corporate Drive, Trumbull, CT 06611
*****.*********@**************.***
Deborah Scanlan- professional, coworker
Princeton Orthopaedic Associates
325 Princeton Avenue, Princeton, NJ 08540
***.*******@********************.***
Katie Scheier-professional, coworker
Hunterdon Urgent Care-Raritan
45F Route 206 S, Raritan, NJ 08869
*****.*******@*****.***
Contact this candidate