Administrative Support Specialist with Remote Experience

TONESHIA LEE

334-***-**** Enterprise, AL - ***** ***********@*****.***

SUMMARY

Detail-oriented and empathetic Customer Care Professional with a focus on healthcare and prescription benefits. Skilled in handling customer inquiries related to claims, deductibles, and coverage to provide seamless support and guidance. Known for clear, compassionate communication and a proactive approach to resolving issues, I excel at interpreting benefit policies to assist customers in understanding their prescription options. Strong multitasker with a commitment to delivering accurate information and exceptional service in a fast-paced environment.

PROFESSIONAL SKILLS

● Patient Communication

● Insurance Policy Knowledge

● Claims Processing

● HIPAA Compliance

● Empathy and Compassion

● Active Listening

● Problem-Solving

● Medical Terminology

● Conflict Resolution

● Appointment Scheduling

● Billing and Coding Assistance

● Time Management

● Call Center Operations

● CRM (Customer Relationship Management)

● Patient Education and Support

● Escalation Management

● Team Collaboration

● Retention Strategies

WORK EXPERIENCE

MEDICAL CUSTOMER SERVICE REPRESENTATIVE Mar 2023 – Dec 2024 Hinduja Global Solutions

● Address and resolve patient inquiries and complaints through various communication channels.

● Schedule and confirm patient appointments, ensuring efficient use of clinic resources.

● Verify insurance coverage and handle pre-authorization processes to facilitate patient care.

● Educate patients on billing processes, including payment plans and insurance benefits.

● Maintain accurate patient records in Electronic Health Records (EHR) systems. CUSTOMER CARE SPECIALIST Oct 2021 – Mar 2023

Badcock Home Furniture

● Managed patient calls, emails, and online inquiries with a focus on first-call resolution.

● Assisted patients with understanding their medical bills, insurance claims, and payment options.

● Trained new employees on customer service best practices and system navigation.

● Collaborated with medical staff to resolve complex patient issues promptly and efficiently. PATIENT SERVICE REPRESENTATIVE May 2017 – Oct 2021 Sitel

● Facilitated patient check-ins and check-outs, ensuring smooth and efficient registration processes.

● Handled high-volume patient inquiries regarding appointments, billing, and insurance.

● Processed insurance verifications and authorizations, ensuring timely and accurate claim submissions.

● Coordinated appointment scheduling and rescheduling, optimizing the clinic’s workflow.

● Resolved patient concerns and escalated complex issues to appropriate departments EDUCATION

DIPLOMA

Enterprise High School

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