Remote HIPAA-Compliant Customer Service Representative

G E Gennie England

Matheny, West Virginia ***** 304-***-****

**************@******.***

PROFILE Assisted customers with medication benefit inquiries in a remote call center environment.,Supported efficient handling of high-volume phone queues while maintaining data privacy.,Operated dual-monitor setups and utilized advanced databases to provide effective resolutions.

SKILLS Navigated dual monitors

efficiently to perform data entry

and manage remote system

tasks. Utilized CRM databases

and call handling tools effectively

while demonstrating proficiency

in Microsoft Office applications.

• Exhibited active listening and

empathy to achieve first-contact

resolution in call center

environments. Managed complaint

de-escalation and conflict

resolution, contributing to improved

customer retention through

excellent problem-solving skills.

•

Handled confidential data with

precision and adhered to HIPAA

compliance regulations. Applied

critical thinking to manage crises

and adapted to high-volume

multitasking demands.

• • Customer service

• Active listening • Critical thinking

• Data analysis

EXPERIENCE CUSTOMER SERVICE REPRESENTATIVE 2021 to 2022 TTEC McAllen, Texas

Remote Workspace Efficiency: Managed a high-efficiency remote workspace using dual-monitor configurations to cross-reference customer profiles, billing databases, and policy directories simultaneously, reducing average handle time.

•

Benefit Inquiry Resolution: Fielded inbound calls to resolve complex medication benefit inquiries, accurately documenting patient interactions and benefit details to support error-free claims processing.

•

Cross-Functional Collaboration: Partnered with clinical teams and technical support to research challenging cases, successfully securing emergency medication delivery solutions for patients in critical need.

•

Compliance & Data Integrity: Maintained 100% accurate customer records and interaction logs in strict compliance with healthcare industry

•

regulations and data privacy guidelines.

First-Contact Resolution: Educated customers clearly on prescription coverage rules and co-pay structures to maximize first-contact resolution and elevate satisfaction scores.

•

CASHIER / RECEPTIONIST 2018 to 2019

Happy Trails ATV Rentals Pineville, West Virginia Front-Desk & Booking Operations: Efficiently managed front-desk bookings, digital scheduling software, and administrative paperwork to streamline daily rental operations and drastically reduce customer wait times.

•

Financial & Record Accuracy: Processed payments, managed accurate cash drawers, generated receipts, and resolved billing inquiries or refund requests with measurable accuracy.

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Customer Advocacy & Upselling: Provided a welcoming, professional environment by addressing guest complaints immediately; successfully upsold rental options and safety add-ons to increase daily transaction averages.

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EMERGENCY MEDICAL TECHNICIAN (EMT) 2004 to 2009

Jan-Care Ambulance Pineville, West Virginia

Crisis Management & High-Stakes Support: Responded to high-pressure emergency 911 calls, performing BLS interventions, maintaining sharp scene assessment, and stabilizing patients under extreme stress.

•

Logistics Coordination: Coordinated continuously via radio with dispatchers and medical facilities to minimize response delays and streamline emergency patient transport logistics.

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Accurate Medical Documentation: Documented detailed patient care reports, vital signs, and incident data with 100% accuracy to ensure seamless, compliant handoffs to physicians and hospital staff.

•

Confidentiality & Care: Maintained strict infection control protocols and absolute patient confidentiality while delivering respectful, empathetic, and patient-centered care.

•

EDUCATION High School Diploma 01/1997

Wyoming East High School, Pineville, West Virginia

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