Customer Service Representative
Resume:
Delroy Foster
Lithonia, GA *****
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Remote Customer Service Representative
Elevance Health (anthem)-GA
November 2022 to Present
• Provided exceptional customer service and support to remote customers, ensuring their needs were met and issues resolved in a timely manner
• Managed a high volume of incoming calls and emails from remote customers, consistently meeting or exceeding performance metrics for response time and customer satisfaction
• Demonstrated strong problem-solving skills by effectively troubleshooting technical issues faced by remote customers, resulting in XX% reduction in escalations to higher-level support teams
• Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future reference
• Collaborated with cross-functional teams including sales, billing, and technical support to address complex customer inquiries or concerns remotely
• Assisted remote customers with product recommendations based on their specific needs and preferences, resulting in increased upsell opportunities
• Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively
• Resolved billing discrepancies for remote customers by investigating account details and coordinating with the finance department for prompt resolution
• Maintained up-to-date knowledge of company products/services as well as industry trends to provide accurate information and recommendations remotely
• Identified patterns or recurring issues reported by remote customers and proactively communicated them to the appropriate departments for process improvement initiatives
• Effectively managed angry or dissatisfied remote customers by actively listening to their concerns, empathizing with their frustrations, and finding suitable solutions that exceeded expectations whenever possible
• Participated in regular training sessions/webinars provided by the company to enhance product knowledge as well as improve communication skills when dealing with remote customers Medical Assistant
PeachTree immediate Care - Douglasville-Douglasville, GA November 2020 to November 2022
Medical Assistant
Urgent Care
Do X-rays
Do EKG
DO Covid Testing wearing the proper PPP
Do DOT Drug Testing & BAT
• Assisted physicians and nurses in patient examinations, procedures, and treatments
• Prepared examination rooms by ensuring cleanliness and stocking necessary supplies
• Took vital signs such as blood pressure, temperature, pulse rate, and respiratory rate accurately
• Administered medications under the direction of healthcare professionals
• Performed basic laboratory tests including collecting specimens and conducting routine tests
• Managed patient medical records by accurately documenting information in electronic health record systems
• Scheduled appointments for patients, coordinating with other departments as needed
• Provided exceptional customer service to patients by addressing inquiries and concerns promptly and professionally
• Educated patients on medication instructions, post-treatment care, and preventive measures
• Assisted with minor surgical procedures by preparing sterile equipment and assisting during the procedure itself
• Maintained inventory of medical supplies and equipment to ensure availability when needed
• Collaborated with insurance companies to verify coverage eligibility for patients' medical services
• Coordinated referrals to specialists or other healthcare providers based on physician recommendations
• Supported front desk operations by greeting patients, checking them in/out, and managing phone calls efficiently
• Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality at all times
• Participated in staff meetings to discuss updates on policies, procedures, or changes in healthcare regulations
• Contributed to a positive work environment through effective communication with colleagues
• Aided in training new medical assistants on office protocols and clinical procedures
• Assisted with administrative tasks such as filing documents or processing paperwork
• Closely monitored inventory levels of vaccines or medications requiring special storage conditions
• Responded quickly during emergencies or urgent situations within the clinic setting
• Served as a liaison between patients/families and healthcare providers to facilitate smooth communication flow
• Demonstrated proficiency in using electronic health record (EHR) systems for accurate documentation and retrieval of patient information
• Maintained a clean and organized work area to ensure safety and efficiency in daily operations
• Assisted with patient billing processes, including verifying insurance coverage and submitting claims Lead Medical Assistant
Caduceus Occupational Medicine
August 2016 to October 2022
• Organize and keep a strict and smooth schedule
• Do x-rays
• Assist in minor surgeries
• Front desk work
• Do physicals and Drug tests
• Manage Clinic whenever the doctor is out
• Supervised a team of XX medical assistants, providing guidance and support in daily tasks and ensuring efficient workflow
• Managed patient scheduling, optimizing appointment availability and reducing wait times by XX%
• Implemented electronic health record system, improving accuracy of patient records and streamlining documentation process
• Trained new medical assistants on clinical procedures, including taking vital signs, administering injections, and performing EKGs
• Developed and implemented infection control protocols to ensure compliance with safety standards and prevent the spread of infections
• Collaborated with physicians to assist in minor surgical procedures, maintaining sterile field and providing necessary instruments
• Performed phlebotomy procedures with precision, collecting blood samples from patients for laboratory testing
• Maintained inventory of medical supplies and equipment, monitoring stock levels to ensure availability for patient care needs
• Trained new medical assistants on clinical procedures, including taking vital signs, administering injections, and performing EKGs
• Collaborated with physicians to assist in minor surgical procedures, maintaining sterile field and providing necessary instruments
• Performed phlebotomy procedures with precision, collecting blood samples from patients for laboratory testing
• Maintained inventory of medical supplies and equipment, monitoring stock levels to ensure availability for patient care needs
• Assisted in the coordination of patient referrals to specialists or diagnostic facilities as per physician's orders
• Provided compassionate care to patients during examinations or treatments, addressing their concerns and ensuring comfort
• Conducted pre-visit screenings for patients, obtaining relevant medical history information prior to their appointments
• Educated patients on post-treatment care instructions including wound care management and medication administration techniques
• Supported front desk operations by greeting patients, verifying insurance information, collecting co- payments accurately
• Administered medications orally or via injections under the direction of healthcare providers while adhering to dosage guidelines
Manager and Customer Service Representative
Innovative Haulage & Equipment Ltd
2013 to 2015
• Organized and coordinated weekly schedules for all employees
• Delegated staff responsibilities to ensure daily objectives are met
• Monitored and supervised fiscal and customer service related activities for the hauling and petroleum/ gas aspects of the company
• Elected as acting manager to direct business while CEO indisposed
• Supervised and trained new employees for duties associated with both aspects of the company
• Responsible for obtaining and maintaining new customer accounts
• Keep the place in costumer friendly conditions
• Had to adapt to different type of customers daily Education
High school or equivalent
Jamaica College
2005 to 2007
Lannaman's Preparatory School - Kingston, JM
2001 to 2005
St. Francis Primary School - Kingston, JM
1997 to 2001
Skills
• Computer skills
• Manufacturing
• Data collection
• Communication skills
• Triage
• DOT Certified
• Supervising Experience
• Licensed Heartsaver First Aid Provider
• Microsoft Office
• Data entry
• Customer service
• Patient Care
• Hospice care
• ICD-10
• Front desk
• Experience Administering Injections
• Laboratory experience
• High School Diploma
• Licensed BLS provider
• Laboratory Experience
• X-Ray Trained
• BAT Certified
• Phlebotomy
• Word processing
• EMR systems
• Vital Signs
• Medical terminology
• OSHA trained
• English
• CAHOC Certified
• Typing
• Windows
• Supervising experience
• Load & unload
• Medical imaging
• Medical records
• Customer Service
• Medical office experience
• Venipuncture
• Certified Clinical Medical Assistant
• Google Suite
• Vital signs
• Home health
• Medical Scheduling
• Sales
• EMR Systems
• Medical Records
Certifications and Licenses
Registered Medical Assistant (RMA)
CPR Certification
Certified Medical Assistant
BLS Certification
CCMA Certification
Delroy Foster
June 2021 to June 2026
HDI Certification
Contact this candidate