Customer Service Representative
Resume:
Mary Frances Norwood
Location: Phoenix, AZ *****
Interview Availability: 24 hours prior notice
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SUMMARY
Dedicated Customer Service Representative with extensive experience supporting patients in healthcare service environments.
Skilled in handling high call volumes, managing both inbound and outbound calls with professionalism and empathy.
Proficient in assisting patients with appointment scheduling, transportation coordination, and insurance verification, including Medicare and Medicaid.
Strong knowledge of HIPAA regulations, always maintaining confidentiality and compliance.
Experienced in guiding patients through benefits, claims, and billing inquiries while ensuring accurate documentation.
Adept at de-escalating concerns, resolving issues efficiently, and consistently exceeding performance targets.
Recognized for delivering compassionate support and fostering positive patient experiences.
Collaborative team player with excellent communication and problem-solving skills.
SKILLS
Customer service
English
Communication skills
Phone etiquette
Microsoft Office
Data entry
Microsoft Excel
cashiering
Bingo Caller floor worker
Genysis
Argus
EDUCATION
Purdue University
Associate degree in Human Services
PROFESSIONAL EXPERIENCE
Modivcare Feb 2019 - Oct 2025
Customer Service Representative
Provided exceptional customer service by promptly and effectively addressing patient inquiries, concerns, and complaints while adhering to HIPAA privacy standards.
Maintained confidentiality of patient information and ensured compliance with all healthcare regulations.
Assisted patients with scheduling appointments and arranging safe and reliable transportation to and from healthcare facilities.
Acted as a primary point of contact for patients, delivering clear communication and empathetic support throughout the process.
Guided patients through insurance verification, benefits explanation, and coverage details for Medicare and Medicaid services.
Educated patients about available healthcare benefits and ensured accurate documentation of insurance information.
Handled high call volumes with professionalism, managing both inbound and outbound calls to meet patient needs efficiently.
Provided support in resolving issues related to billing, claims, and eligibility while coordinating with insurance providers.
Resolved 98% of customer and patient issues on the first contact, exceeding departmental performance targets.
Assisted with authorizations, referrals, and paperwork related to insurance claims and benefit eligibility.
Demonstrated strong problem-solving skills to de-escalate concerns and provide timely resolutions.
Maintained detailed and accurate records of patient communications and transactions for compliance and follow-up.
Collaborated with healthcare staff to coordinate patient services and ensure seamless care delivery.
Delivered compassionate support to patients, fostering trust and ensuring a positive healthcare experience.
Skills:General business, Employment tax computing, light accounting, Microsoft computer applications, Argus applications, Genysis systems, Data Base applications, Center for Medicare Medicaid Services application, cashiering, and bingo calling.
Education: SMCC Micro-computer applications, PUHS- General Business, Kaplan University- Human Services.
Work History
01/18- 10/05/24
Logisticare/ Modivcare
4832 E McDowell Rd
Phoenix, Az 85007
Manager Moises Maldanado
Medical transportation call center Phone reservations for non-emergent medical transportation.
04/13/16- 09/17/17
K-Mart
2526 W Northern Ave.
Phoenix, AZ 85051
Cashier at front checkouts.
11/07/15-12/24/16
Macy's Logistics And Operations
16575 W. Commerce
Goodyear, Az 85338
Manager Nada Azar
Seasonal Warehouse worker
Packing and gift wrapping customers orders.
08/05/13-09/16/16
PSCU
19825 N 7th Street
Phoenix, Az 85027
Incoming call center for over 800 Credit unions, open 24/7. Assisting Customers with Balances, transaction review, funds transfers, credit card and loan payments and pay off balances.
Contact this candidate