Patient Resolution & Customer Service Specialist

Brooklyn Ferguson

Wells, ME

207-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Patient Resolution Specialist and Customer Service Professional with 5+ years of experience supporting patients and customers in healthcare, financial, and call center environments. Proven ability to manage high volume inbound and outbound calls, resolve complex billing and account issues, negotiate payment arrangements, and maintain strict HIPAA compliance. Known for empathetic communication, accuracy, and consistent achievement of performance and quality metrics in fast paced settings.

SKILLS

Conflict Resolution, Data Entry, Account Management, HIPAA Compliance, Escalation Management, Revenue Cycle Support

PROFESSIONAL EXPERIENCE

Med Metrix — Patient Resolution Specialist

Wells, ME September 2025 – Present

● Manage a high volume of inbound and outbound calls with patients, healthcare facilities, and insurance providers regarding medical billing and account resolution

● Negotiate payment arrangements and assist patients in identifying insurance coverage or alternative payment options

● Accurately document account activity while navigating multiple systems and maintaining strict HIPAA and information security compliance

● Verify caller identity to protect patient confidentiality and prevent account errors

● Consistently meet or exceed monthly productivity, quality assurance, and compliance metrics The Panther Group — Customer Service Representative Worcester, MA June 2024 – September 2025

● Handled high volume customer inquiries and complaints while maintaining a professional and solutions focused approach

● Resolved escalated issues with empathy and accuracy, contributing to improved customer satisfaction and retention

● Communicated clearly under pressure to explain policies, services, and resolutions

● Recommended appropriate products and services based on customer needs First Call Resolution — Customer Support Representative Raleigh, NC August 2021 – June 2024

● Provided phone based support for loan related inquiries, applications, account updates, and online navigation

● Clearly explained loan terms, payoff figures, and account conditions to ensure customer understanding

● Managed heavy inbound call volumes while maintaining efficiency, professionalism, and quality standards

● Contributed to improved customer satisfaction and reduced average handle time through effective communication

EDUCATION

Clayton High School — Clayton, NC

High School Diploma 2019

CERTIFICATIONS

HIPAA Certification — First Call Resolution Compliancy Group 2021 LANGUAGES

English

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