Customer Service Contact Center

Autumn McKinley

Data Entry/Customer Service Associate

Coalinga, CA 831-***-**** ***************@*****.*** Professional Summary

Compassionate and detail-oriented Customer Service Professional with 3+ years of experience supporting patients and clients in healthcare and high-volume contact center environments. Skilled in benefits investigations, insurance verification, and financial counseling. Recognized for delivering empathetic, patient-first support while maintaining accuracy, productivity, and compliance with HIPAA regulations. Adept at multitasking in fast-paced environments and leveraging tools like Salesforce, Microsoft Office, and virtual communication platforms to provide seamless customer care.

Core Skills

● Patient & Customer Advocacy

● Healthcare Benefits & Insurance Verification

● Contact Center & High-Volume Call Handling

● Salesforce & CRM Platforms

● Payment Options & Financial Counseling

● Microsoft Office (Word, Excel, Outlook, Teams)

● HIPAA Compliance & Confidentiality

Problem Solving & Conflict Resolution

● Strong Verbal & Written Communication

Professional Experience

Customer Service Specialist [Fiverr.com]

● Handle 60+ inbound/outbound calls daily, assisting patients with insurance verification, billing inquiries, and payment options.

● Investigate patient benefits using online portals, providing accurate out-of-pocket cost estimates.

● Document patient interactions, benefits coverage, and payment discussions in Salesforce with 100% accuracy.

● Provide empathetic financial counseling to patients, explaining billing and insurance in simple, clear terms.

● Consistently meet or exceed productivity and quality metrics while maintaining patient satisfaction.

● Entering data from PDFs into Excel/Google Sheets

● Copy-pasting information from one document to another

● Creating or cleaning up spreadsheets (removing duplicates, fixing formatting)

● Typing handwritten notes into a digital format

● Converting files (PDF to Word/Excel, image to text) Patient Services Representative [Fiverr.com]

● Assisted patients with scheduling, insurance verification, and benefits coordination.

● Educated patients on coverage limitations, deductibles, and co-pays, ensuring transparency in financial responsibility.

● Managed sensitive patient data in compliance with HIPAA regulations.

● Collaborated with internal departments to resolve patient account issues and escalations.

● Received recognition for professionalism, accuracy, and compassionate service. Contact Center Associate [Fiverr.com]

Managed high-volume inbound calls in a customer service environment, resolving account and billing inquiries.

● Used CRM systems to update records, track customer interactions, and document resolutions.

● Trained in conflict resolution and de-escalation, maintaining professionalism during stressful interactions.

● Supported team initiatives during peak periods, cross-training in multiple areas to ensure business continuity.

Education

[High School Diploma] – [Greenfield High School], [Greenfield, CA]

[Associate's Degree in Business Administration]- [Campus.edu] Additional Highlights

● 3+ years of customer service with direct healthcare experience

● Proven success in contact centers and patient-facing support roles

● Strong ability to maintain professionalism and empathy in challenging situations

● Typing speed: [60 WPM] with 98% accuracy

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