Remote Customer Service Rep.

Tonita Robinson

Raleigh, NC ***** 984-***-**** **************@*****.***

Professional Summary

Patient-focused Medical Customer Service Representative with 10+ years of experience supporting patients, providers, and insurance partners within large healthcare systems. Extensive background in appointment scheduling, insurance verification, billing support, and HIPAA-compliant documentation. Proven success working in remote and hybrid environments while supporting high-volume medical call centers across the Triangle area (Raleigh, Durham, Chapel Hill). Core Skills

Medical Customer Service (Remote/Hybrid), HIPAA Compliance, Insurance Verification, Appointment Scheduling, Medical Billing, Prior Authorizations, Medicare/Medicaid, Epic, Cerner, Call Center Metrics, Patient Advocacy

Professional Experience

Senior Medical Customer Service Representative (Remote) — UNC Health, Chapel Hill, NC

(2020–Present)

Handled high-volume inbound calls, scheduled appointments, verified insurance, documented in Epic EMR, coordinated referrals, and maintained HIPAA compliance in a remote environment. Medical Customer Support Specialist (Hybrid/Remote) — Duke University Health System, Durham, NC (2017–2020)

Supported billing inquiries, insurance verification, prior authorizations, and referral coordination while meeting call center performance metrics.

Healthcare Customer Service Associate — WakeMed Health & Hospitals, Raleigh, NC (2015–2017) Provided front-line patient support, scheduled appointments, maintained records, and educated patients on insurance benefits and billing processes. Education & Certifications

Wake Technical Community College — Certificate in Computer Analysis (2018) Garner High School — High School Diploma (2008–2011)

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