Data Entry Customer Service

Charmika Morton

**************@*****.*** 312-***-**** Chicago, IL

Professional Summary

Results-driven healthcare and customer service professional with over 5 years of experience in patient support, community health, and administrative operations. Skilled in handling high-volume healthcare calls, data entry accuracy, and EMR documentation. Strong background in public health education, scheduling, and insurance verification. Recognized for improving patient satisfaction, meeting KPIs, and supporting wellness initiatives through compassionate communication and teamwork.

Professional Experience

Customer Care Representative – Pharmacy Support

MetroCare Pharmacy Chicago, IL Jan 2023 – May 2025

Managed 90+ patient calls daily handling prescription refills, prior authorizations, and medication delivery coordination.

Assisted patients with Medicare, Medicaid, and Blue Cross Blue Shield coverage questions and billing discrepancies.

Verified prescriptions using Epic EMR and McKesson pharmacy systems, ensuring 100% accuracy in documentation.

Educated patients on COVID-19 vaccination schedules, medication adherence, and chronic condition management.

Collaborated with pharmacists and physicians to expedite refills and resolve clinical escalations.

Processed refill requests, resolved missing claim issues, and coordinated follow-up calls for medication pickup.

Reduced average resolution time by 15% through proactive patient outreach and system documentation.

Recognized for professionalism, accuracy, and compassionate communication with diverse patient populations.

Call Center Specialist – Healthcare Support

WellCare Health Solutions Chicago, IL Jan 2021 – Dec 2022

Averaged 90–100 inbound/outbound calls per day assisting members with coverage, authorizations, and provider referrals.

Scheduled 60+ medical appointments daily across multiple specialties (primary care, cardiology, behavioral health).

Monitored KPIs for call resolution, accuracy, and satisfaction — consistently exceeding quality assurance goals.

Utilized Epic, Salesforce CRM, and Avaya phone systems for call tracking and documentation.

Verified insurance eligibility, handled prior authorizations, and processed claims follow-ups.

Supported COVID-19 hotline and vaccination scheduling for high-risk members.

Partnered with UnitedHealthcare, Aetna, and Cigna to ensure smooth cross-plan coordination.

Recognized for exceptional productivity, teamwork, and maintaining top-5 ranking in call performance metrics

Administrative Assistant

Unity Health & Wellness Chicago, IL May 2019 – Dec 2020

Scheduled and confirmed 60–80 patient appointments per day, coordinating multiple provider calendars.

Prepared patient charts, updated demographics, and verified insurance eligibility using Epic EMR.

Processed medical record requests and referrals in compliance with HIPAA and ICD-10 standards.

Assisted with billing submissions, correspondence, and form completion for patient care.

Created Excel tracking sheets for appointments, missed visits, and billing trends.

Supported Illinois Department of Public Health (IDPH) community vaccination campaigns and outreach programs.

Recognized for reducing scheduling errors by 25% through organized workflow management.

Provided administrative support for staff meetings, provider credentialing, and patient follow-ups

Data Entry Clerk

Community Medical Group Chicago, IL Jan 2018 – Apr 2019

Entered 1,000+ patient and billing records weekly with 99% accuracy in Cerner EMR and Excel databases.

Coded and entered ICD-10 and CPT data for claims submission and reimbursement tracking.

Assisted billing specialists in reconciling insurance claims for Humana, Blue Cross, and Medicaid.

Prepared medical reports, quality audits, and quarterly summaries for leadership review.

Digitized paper records, reducing retrieval time by 40%.

Maintained confidentiality and data compliance under HIPAA and CMS regulations.

Provided backup administrative support for front-desk operations.

Recognized for reliability and precision in healthcare data processing

Healthcare Customer Service Representative

Heartland Health Insurance Chicago, IL Mar 2021 – Dec 2022

Managed 100+ member calls per day related to claims, billing, and eligibility inquiries.

Guided members through benefit explanations for Medicare Advantage, PPO, and HMO plans.

Assisted with enrollment, ID card replacements, and plan renewals.

Documented all interactions accurately in Salesforce CRM and internal databases.

Worked cross-functionally with claims, appeals, and enrollment departments.

Provided education on preventive care, telehealth access, and chronic care management.

Recognized for high member satisfaction and consistent call quality performance.

Achieved 98% documentation accuracy in all member records and call logs.

Health Insurance Sales Representative

BlueStone Health Chicago, IL Aug 2019 – Feb 2020

Conducted 100+ outbound sales calls daily to educate clients about coverage options and cost savings.

Sold and renewed Medicare Advantage and Affordable Care Act (ACA) plans.

Partnered with carriers including Aetna, Molina, and Humana for product support and client education.

Assisted with claims submissions and enrollment troubleshooting.

Maintained detailed CRM logs for follow-ups and client retention tracking.

Supported marketing initiatives, outreach campaigns, and virtual enrollment events.

Recognized as a top performer for policy enrollments and customer service excellence.

Provided ongoing policy education to improve client understanding and retention.

Community Health Worker

BrightPath Health Services Chicago, IL Sept 2017 – Apr 2018

Conducted 200+ home visits and community outreach events in underserved Chicago neighborhoods.

Educated families on chronic disease prevention, nutrition, and medication management.

Collaborated with Chicago Department of Public Health (CDPH) and local clinics for referrals.

Facilitated group workshops on fitness, stress reduction, and health literacy.

Maintained accurate case documentation and progress notes.

Supported vaccination drives, distributing materials and assisting registrants.

Collected community health data for needs assessments and outcome evaluations.

Recognized for cultural sensitivity, communication, and dedication to health equity.

Internships & Training

Behavioral Health & Social Services Intern

Community Wellness Collaborative Chicago, IL Fall 2020 – Spring 2021

Assisted clinicians in client intake, screenings, and case documentation using behavioral health systems.

Supported therapy sessions addressing anxiety, depression, and family conflict.

Created mental health education materials distributed to 300+ community members.

Helped plan community wellness events and group therapy sessions.

Coordinated with NAMI Chicago and social service agencies for resource referrals.

Documented client progress using standardized behavioral health forms.

Maintained confidentiality and compliance with HIPAA and state regulations.

Recognized for initiative, empathy, and quality client engagement

Public Health Intern

Healthy Futures Program Chicago, IL Summer 2019 – Spring 2020

Assisted with public health campaign coordination including immunization and nutrition programs.

Conducted data collection and analysis for wellness outcomes and community needs.

Supported partnerships with the CDC, YMCA, and local schools for outreach efforts.

Developed educational handouts and presentations for public health events.

Managed surveys and feedback systems for program evaluations.

Recognized for improving outreach participation by 30% through enhanced communication materials.

Documented and compiled reports on preventive health outcomes and trends.

Aided program managers with research and community health assessment data entry.

Community Health Intern

Chicago Children’s Health Initiative Chicago, IL Fall 2018 – Summer 2019

Delivered health education in elementary schools serving over 500 students.

Organized child wellness fairs with Ann & Robert H. Lurie Children’s Hospital collaboration.

Created family-friendly brochures on hygiene, exercise, and nutrition.

Managed attendance tracking and survey analysis for event follow-up.

Supported vaccination clinics and flu shot drives with accurate recordkeeping.

Recruited volunteers and managed sign-in and scheduling systems.

Recognized for creativity and leadership in youth health promotion campaigns.

Assisted outreach coordinators with reports summarizing community health outcomes.

Education

Associate of Science in Health Sciences (in progress) – Expected 2027

St. Augustine College Chicago, IL

High School Diploma – 2013

John Hope College Prep Chicago, IL

Certifications & Skills

CPR & First Aid Certified

Data Entry Specialist Certification

Administrative Assistant & Office Clerk Certification

EMR & EHR Systems (Epic, Cerner)

CRM & Customer Service Software

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

HIPAA Compliance & Patient Confidentiality

Community Health & Behavioral Health Support

Medicare & Medicaid Knowledge

KPI Tracking & Performance Improvement

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