Remote Patient Access & Scheduling Support Leader

JERICA ANDERSON

Richmond, VA 804-***-**** ******************@*****.***

REMOTE CUSTOMER SERVICE PATIENT ACCESS SCHEDULING SUPPORT PROFESSIONAL SUMMARY

Remote customer service and operations professional with 10+ years of customer-facing experience, 4+ years in leadership, and two years in fully remote roadside assistance. Experienced in high-volume call handling, scheduling, dispatch coordination, data entry, documentation, escalation resolution, and confidential information handling. Pursuing an Associate of Science in Health Sciences and seeking a remote patient access, scheduling, customer care, or healthcare support role.

CORE SKILLS

Remote Customer Support Inbound Call Handling Professional Phone Etiquette

Appointment Scheduling Dispatch Coordination Service Request Tracking

Data Entry Documentation Record Maintenance Information Verification

Customer De-escalation Problem Resolution Escalation Management

Microsoft Office Suite Multi-Line Phone Systems Software Adaptability Confidentiality

Time Management Independent Work Team Collaboration PROFESSIONAL EXPERIENCE

Scrubs & Beyond Assistant Manager

Richmond, VA November 2024 - April 2026

Directed daily customer service and operational workflows while balancing competing priorities and performance goals.

Resolved customer concerns and escalations with professionalism, empathy, and sound judgment.

Scheduled and coordinated facility orders, maintained accurate records, and followed up on customer needs.

Processed transactions and handled sensitive customer information with accuracy and confidentiality.

Trained and coached team members on service standards, communication, and efficient issue resolution. AAA Dispatcher / Roadside Assistance Coordinator Remote October 2022 - November 2024

Coordinated high-volume roadside assistance requests by phone for towing, lockouts, jump-starts, tire changes, fuel delivery, and emergency support.

Entered and verified member, vehicle, location, and service details in dispatch systems to support accurate, timely service.

Dispatched service providers, monitored open requests and estimated arrival times, and communicated status updates to members.

Prioritized urgent calls based on safety concerns, location, weather, and service needs while remaining calm under pressure.

Resolved delays, escalations, and member concerns by coordinating with drivers, technicians, tow companies, and customers.

Managed multiple active calls and service requests while documenting each interaction and maintaining service standards.

Burlington Stores Customer Service Supervisor

Richmond, VA May 2015 - September 2022

Supervised front-end operations and customer service functions in a fast-paced, high-volume environment.

Addressed customer questions, account-related concerns, and escalated issues while maintaining service standards.

Prepared and maintained accurate operational records and reports.

Trained associates on professional communication, customer engagement, and problem resolution. Ross Dress for Less Sales Associate

Richmond, VA November 2013 - May 2015

Supported daily operations, scheduling, and administrative tasks while assisting customers in a busy retail setting.

Responded to customer inquiries, resolved routine concerns, and escalated issues when needed.

Maintained accuracy in documentation and operational processes. EDUCATION

Associate of Science in Health Sciences Currently Enrolled Expected June 2028 Relevant Coursework: Medical Terminology, Healthcare Systems, Patient Communication, Health Information Management

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