Customer Service Representative

Tiaja Hutchins

Austin, TX

210-***-**** *****************@*****.***

Professional Summary

Compassionate and dependable professional with over 5 years of experience in customer service, healthcare, and administrative support. Skilled in navigating high-volume call environments and resolving complex issues with empathy and professionalism. Experienced in Medicaid policies, HIPAA compliance, and electronic record systems. Adept at working in both clinical and office settings, with a strong track record of maintaining accuracy, privacy, and service excellence.

Core Skills

High-volume inbound/outbound call handling

Conflict resolution and de-escalation techniques

HIPAA-compliant data entry & documentation

Medicaid benefits & claims support

CRM and EHR systems (case and patient record management)

Medical terminology & patient care

Typing speed: 45+ WPM

Team leadership & peer training

Professional Experience

Customer Service Representative

TxTag – Austin, TX January 2020 – December 2021

Responded to 80+ daily calls concerning billing, toll accounts, and disputes

Processed payments and account updates in internal databases

Educated customers on TxTag policies and dispute procedures

Met monthly quality assurance and performance targets

Trained new hires on systems, call scripts, and service protocols

Maintained comprehensive call records and follow-up tracking

Resolved complaints professionally while upholding service standards

Customer Service Representative (Adecco USA)

Medicaid Program – Austin, TX September 2021 – Present

Handled inbound/outbound calls regarding Medicaid benefits, claims, and eligibility

Educated members on plan coverage, appeal processes, and documentation

Maintained HIPAA compliance while handling sensitive health information

Processed provider prior authorizations and appointment scheduling

Documented all interactions accurately in CRM software

Served as a liaison between patients and managed care organizations

Certified Nursing Assistant (CNA)

Seton Hospital – Austin, TX March 2019 – May 2021

Provided daily personal care including bathing, feeding, and mobility support

Monitored and recorded patient vitals and reported changes to clinical staff

Supported patients with behavioral and psychiatric needs

Transported patients to treatment areas, ensuring safe transitions

Entered detailed documentation into electronic health records

Caregiver

Great Hills at The Pavilion – Austin, TX February 2017 – March 2019

Assisted residents with daily living activities, including grooming and nutrition

Offered care to individuals with dementia and Alzheimer's

Maintained a safe and compassionate environment

Home Health Provider

ResCare HomeCare – Austin, TX August 2016 – November 2016

Delivered non-medical support such as housekeeping and meal prep

Developed rapport with clients while observing for health changes

Supported independent living goals and medication reminders

Education & Certifications

Certified Nursing Assistant (CNA)

Goodwill Career & Technical Academy – Expired 2021 (Will renew as needed)

High School Diploma

Roosevelt High School – San Antonio, TX

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