Customer Support Specialist Healthcare IT Expert

Itere Bassey Enun

Atlanta, GA **********@*****.*** 470-***-****

Professional Summary

Dedicated and empathetic Customer Support Specialist with over five years of experience delivering high-quality service in healthcare, insurance, and IT support environments. Proven success resolving complex inquiries, supporting digital solutions, and managing high call volumes while maintaining professionalism and accuracy. Adept at navigating multiple systems simultaneously, promoting self-service tools, and ensuring customer satisfaction in fast-paced settings. Bilingual in English and conversational Spanish. Prepared to thrive in a remote/hybrid environment with a dedicated workspace and strong broadband internet connection.

Key Skills

Customer Relationship Management (CRM)

Inbound Call Handling & Troubleshooting

Digital Self-Service Support

Policy/Billing Inquiry Resolution

Insurance & Healthcare Support

Conflict De-escalation & Empathy

Microsoft Office Suite & Remote Tools

HIPAA Compliance & Data Accuracy

Adaptability & Time Management

Spanish Bilingual (Conversational)

Professional Experience

Help Desk / Customer Support Specialist

TurboTax, United Healthcare, Solutran – Remote

2021 – 2024

Handled high-volume inbound calls and chats to help clients with account access, billing, and policy questions.

Provided clear and empathetic guidance to resolve issues on the first call, maintaining a 95%+ customer satisfaction score.

Promoted the use of digital self-service tools and knowledge base articles to reduce support dependency.

Navigated multiple systems including CRM, healthcare portals, and payment processing tools under tight SLAs.

Adapted quickly to new protocols, campaign changes, and compliance requirements across multiple contracts.

Epic EMR Support & Clinical Applications Trainer

Multiple Healthcare Organizations – Remote/Travel-Based

2017 – 2023

Delivered go-live support, remote troubleshooting, and one-on-one training to end users across Epic modules (Cadence, Willow, Beacon, ClinDoc).

Guided users through system workflows and promoted digital documentation practices during EMR transitions.

Provided empathetic and clear instructions to clinicians and admin staff with varying levels of tech proficiency.

Supported over 15+ hospital systems including Ascension, Providence, Baylor Scott & White, and Thomas Jefferson.

Ensured smooth onboarding, user adoption, and resolution of technical issues in a high-stress, fast-paced environment.

Customer Experience Associate / Caregiver

Private Clients + Interim Healthcare, GA

2016 – 2018

Delivered compassionate care and communicated effectively with clients and families, building trust and reliability.

Managed medication reminders, daily tasks, and used digital tools for appointment scheduling and client updates.

Developed strong listening skills and emotional intelligence, key assets in customer-facing roles.

Education & Certifications

Bachelor of Science in Health Information Management

University of Calabar, Nigeria

Certifications:

PMP Project management certification

ISC2 Certified in Cybersecurity (CC)

Microsoft SC-900: Security, Compliance, and Identity Fundamentals

Epic Credentialed Trainer (Various Modules – ClinDoc, Cadence, Willow, Beacon)

Tech & Remote Setup

High-speed broadband internet with modem/router hardwired via Ethernet

Dedicated distraction-free home office

Proficient with Zoom, MS Teams, Citrix, Salesforce, Freshdesk, VPN tools, EMR platforms

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