Patient Services and Support Specialist

BIJAL THAKKAR

Parsippany, NJ *****

973-***-**** - ********@*****.***

Professional Summary

Customer service professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts dynamically to changing demands. Skilled in empathetic communication, problem-solving, and using various software's to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Skills

Patient relations and confidentiality

Follow-up coordination

Insurance verification

Medical terminology

Data entry proficiency

Healthcare industry

Escalation management

Teamwork and collaboration

Multitasking Abilities

Effective communication

Active listening

Adaptability and flexibility

Medical documentation

Computer literacy

Professionalism

Problem-solving aptitude

Work History

04/2024 to 10/2024

Patient Support Specialist

CONNECTIVERX – Whippany, NJ USA

Involved in claims processing and assignments as needed

Responded to inbound calls as well as outbound calls to/from patients, physicians, and pharmacies, services their access to care and reimbursement needs

Focused on patient empathy and the consumer experience with the goal to assure that patients are on ease of use of program goals and ultimately driving access to care and medication adherence

Based on volume also processed claims and answered phones

Referred request for escalation as needed and engaged other internal areas such as Program Management, IT and other Contact Center teams to resolve issues

Implemented effective follow-up procedures to monitor patient progress and ensure timely interventions when necessary.

Developed strong relationships with external vendors manufacturing company to ensure consistent supply levels for medical products required in daily operations and provide quality care with medication discount.

Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.

Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

05/2020 to 12/2021

Patient Care Representative

MAXIMUS – Reston, NJ USA

Handled inbound calls for COVID-19 vaccine appointment scheduling for the callers.

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Managed autodial inbound and outbound calls in a timely manner

Followed communication 'scripts' when handling different topics and concerns

Provide information to customers regarding their appointment status and/or rescheduling their appointments

Daily and weekly Report Review including customer calling details.

Ability to follow through and successfully execute tasks while adhering to specified quality standards.

Handling concerns and issues to any appointment issues

Provided information for the daily updates on the COVID-vaccine by the government

04/2019 to 09/2019

Patient Support Associate

IQIVIA – Warren, NJ USA

Performed on behalf of AbbVie program for the maintenance of the patient's records.

Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.

Managed high volume of autodial inbound and outbound calls in a timely manner with providing customer support.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Followed communication 'scripts' when handling different topics

Provide timely and accurate information to patient and customers regarding their order status and/or product information requests

Daily and weekly Report Review including client and customer contact details

Handling concerns and issues to any shipment issues

Involved in the verification of the patient's co-payment information for the Health organization records

Maintained relationships and engaged with pharmacy representative to record accurate response

Completing deadlines, attestations and documentation for each task and day

11/2018 to 03/2019

Customer Support Specialist

Atlas Systems – Princeton, NJ USA

Performed on behalf of various insurance agencies for the maintenance of the provider's records

Managed autodial outbound calls in a timely manner

Followed communication 'scripts' when handling different topics

Involved in the verification of the provider's information for the provider records

Maintained relationships and engaged with callers to record accurate response

Completing deadlines and attestations for each task and day

Discussion with the manager for the task done for each week

Meet qualitative and quantitative targets for the attestations

Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

08/2018 to 11/2018

Technical Support Representative

P3 Communications – Morristown, NJ USA

Manage large amounts of inbound and outbound calls in a timely manner

Follow communication 'scripts' when handling different topics

Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives

Seize opportunities to upsell products when they arise

Build sustainable relationships and engage customers by taking the extra mile.

Keep records of all conversations in our call center database in a comprehensible way.

Meet personal/team qualitative and quantitative targets.

Accompanying the administrative staff.

Involved in the insurance verification for the patients.

Assisted patients for their physical therapy and exercises.

Involved in the patient counseling services

Met customer call guidelines for service levels, handled time and productivity.

10/2016 to 03/2018

Front and Back Desk Receptionist

HomeGoods (TJ Maxx) – Parsippany, NJ USA

Involved in Customer Relationship Management for building rapport with customers

Receive inventory and supplies that are delivered to the store

Handling, sorting, ordering and arranging the products and supplies in their individual department

Supporting the administrative staff

Ability to maintain a high volume of incoming calls as well as emails

Process phone orders

Handle customer inquiries both telephonically and via emails

Maintain knowledge of services and products

Responsibilities include handling a high volume of calls with the mission to assist customers with an array of issues and requests for products and services

Answer basic questions and troubleshoot when necessary

Supporting the sales staff in handling and shipping of the products

Monitoring all office equipment in the store and taking relevant action to rectify technical defects or malfunction

Weekly reporting to supervisor

Facilitated the smooth operation of daily tasks through effective prioritization of responsibilities based on urgency and importance levels.

Maintained a professional appearance at all times while managing reception duties such as greeting visitors warmly, directing them appropriately, and offering refreshments when necessary.

02/2015 to 08/2016

Data Entry Consultant

Iron Mountain Inc. – Edison, USA

Record Management for various service organizations

Compare data with source documents, or re-enter data in verification format to detect errors

Compile, sort and verify the accuracy of documents before it is entered

Locate and correct data entry errors, or report them to supervisors

Read source documents such as canceled checks, sales report, or bills, and enter data in specific fields or onto tapes or disks for subsequent entry, using keyboards or scanners

Maintain logs of activities and work completed

Load machines with required input or output media such as paper, cards, disks, tape

Resolve garbled or indecipherable messages, using cryptographic procedures and equipment.

Gathered, organized and input information into digital database.

Reduced errors in data entry for improved accuracy with thorough attention to detail and double-checking work.

10/2012 to 11/2014

Staffing Consultant

Compusoft International – Edison, USA

Organized sales and recruiting processes for various nationwide locations

Clear and professional communication skills and pleasant phone demeanor

Conducted recruiting presentations and designed employment packages to attract top talent.

Collaborated with human resources professionals to determine target candidates.

Streamlined tracking, posting and metrics report generation for recruiting and sales team goal meeting

Conducted meetings with the consultants to find their real skills and proficiency in their environment to identify the right candidate for the job profile

Implemented interviewing and hiring processes that complied with company's Affirmative Action Plan.

Contracted training consultant to get recruits certified, improve interpersonal skills, and increase compliance with regulations

Improved placement success rates by regularly following up with placed candidates to ensure job satisfaction and identify areas for improvement.

01/2011 to 09/2012

Technical Recruiter

Macrotech Consulting Inc. – Iselin, USA

Responsible for recruitment and staffing of all departments including product development, instructional design and data center

Managed recruitment process to keep candidates informed about application status and meet organizational recruitment goals.

Developed and posted job descriptions to various platforms to communicate open position requirements to potential candidates.

Screened and interviewed candidates to evaluate potential employees' qualifications.

Improved company recruiting processes, resulting in the hiring of increased number of professionals

Managed and administered recruiting budget, enabling expedited fulfillment of open positions.

Negotiated offers and closed deals to finalize recruitment process and secure best talent.

06/2009 to 09/2010

Programmer Consultant

HRA – Brooklyn, USA

Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.

Worked on the Paperless Office System creating Food Stamp Calendar for appointment scheduling

Involved in user requirement gathering, business requirement documentation, system requirement documentation and design documentation

Involved in Front end development with HTML, CSS and JavaScript

Used VB.Net for the implementation of the calendar appointment application

Created SQL Objects like Tables, Stored Procedures, Triggers, Views and Cursors using SQL Server 2000

Involved in frequent releases to QA and bug fixing on a day-to-day basis.

Education

05/2005

Master of Science: Computer Science

Hiray University - Mumbai Maharashtra India

05/2002

Bachelor of Science: Computer Science

Mithibai University - Maharashtra India

Qualifications

Multi-skill and multi-level experience ranging from Front -end operations, Back office and staffing.

Provided excellent customer service to all callers and maintain adequate call times for staffing.

Handle inbound and outbound calls from external and internal clients.

Ability to convey information in easy-to-understand language with active listening and using writing effectively to create documents using correct spelling, grammar, and punctuation.

Experience with Call Center software (Five9, In-Contact).

Develop business relationships as necessary directly contributing to top line revenue.

Focused to provide better customer experience with a high level of empathy and emotional intelligence.

Interact with decision-makers to review and streamline existing processes to increase efficiency and effectiveness of teams thereby increase profit margins.

Worked as Back Office employee in administrative and support roles.

High output Data Entry Consultant for record management and client support.

Analyze and document business processes and requirements.

Worked for small client-based portal applications on HTML5, CSS3, JavaScript, JQuery, JSON and XML.

Developed Internet job portals in C, C++, VB, .Net, Java and SQL.

Develop functional SAP system designs from customer/business requirements.

As a Staffing Consultant interfaced with potential candidates and clients to negotiate and close employment contracts.

Planned, coordinated and conducted industry specific job fairs.

COMPUTER SKILLS

Microsoft Office Suite, Microsoft Word, Microsoft Access, Microsoft Outlook, Microsoft Excel, Microsoft PowerPoint, Programming in HTML, CSS, JavaScript, .Net, Java, SQL, C++, C#, Visual Basic and researching Internet job portals.

Contact this candidate