Customer Service & Patient Support Professional

TONYA MURPHY

347-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Customer Service and Patient Support professional with experience in high-volume, multi-channel environments, handling 100+ daily inquiries across phone, chat, and email. Skilled in account management, billing and dispute resolution, and resolving complex customer concerns while maintaining strong quality and productivity metrics. Background includes healthcare patient coordination, insurance verification, and scheduling support, with experience navigating EMR/CRM systems and maintaining accurate documentation. Recognized for strong communication, problem-solving, and the ability to manage competing priorities while delivering efficient, customer- focused service.

SKILLS

• Customer Service & Support • High-Volume Call Handling • Policy Interpretation

• Billing & Dispute Resolution

• Conflict Resolution & De-escalation

• Patient Account Support & Inquiry

Resolution

• Performance Metrics & SLA

• Multichannel Support (Phone, Chat,

Email)

• Documentation & Case Notes

• Insurance Verification & Eligibility

Review

• Quality Assurance & Call Handling

• Account Resolution & Escalation

• Account Research & Reconciliation

• Service Recovery & Customer

Retention

EXPERIENCE

Client Operations Customer Service Representative II TTEC

January 2024 – Present

• Handle 100+ daily customer interactions via phone, chat, and email, assisting with E-ZPass account inquiries, billing issues, and toll-related concerns in a high-volume environment

• Manage account setup, updates, and maintenance, including payment methods, transponder (tag) activation, and profile changes

• Investigate and resolve billing disputes, violations, and toll discrepancies, ensuring accurate account adjustments and customer satisfaction

• Provide technical support by troubleshooting transponder issues, including tag malfunctions and installation concerns

• De-escalate customer concerns and resolve complaints efficiently, maintaining high-quality service standards and customer satisfaction scores

• Document all interactions, resolutions, and account updates within CRM systems to ensure accuracy, compliance, and proper follow-up

• Navigate multiple systems simultaneously to research accounts, process updates, and deliver timely, accurate solutions

• Meet and exceed performance metrics including quality scores, productivity, adherence, and customer satisfaction KPIs

Patient Care Coordinator

Morrison Healthcare

June 2023 – January 2024

• Served as the first point of contact for patients, handling 60–80+ daily inquiries related to appointments, accounts, and service needs

• Scheduled and coordinated 40–60+ patient appointments per day, ensuring accuracy and alignment with provider availability

• Navigated EMR/CRM systems and scheduling tools to retrieve patient information, document interactions, and provide timely resolutions

• Verified insurance eligibility, coverage details, and service requirements for 50+ patient accounts daily to prevent delays in care

• Documented all interactions and updates, maintaining 100% accuracy standards for audit readiness and continuity of care

• Reviewed patient accounts and scheduling details to identify discrepancies, reducing scheduling errors and improving data accuracy

• Coordinated with internal teams to resolve scheduling conflicts, missing information, and service-related issues in a timely manner

• Maintained performance metrics including KPIs, SLAs, quality scores (95%+), and productivity standards while ensuring HIPAA compliance

Payment Operations Supervisor

Department of Finance

April 2015 -Jun 2018

• Managed end-to-end business operations, including order intake, client communication, and service fulfill • Supervised daily customer service and financial operations across multiple service areas, leading a team of 10–15 representatives in a high-volume environment

• Delivered high-quality customer service by handling complex account inquiries, billing concerns, and transaction issues while maintaining a professional and positive tone

• Resolved escalated and dissatisfied customer concerns using strong problem-solving and negotiation skills to reach timely resolutions

• Navigated multiple systems and applications simultaneously to research accounts, process transactions, and provide accurate information in real time

• Reviewed account and collection reports to identify discrepancies and support accurate account resolution and financial servicing

• Managed high-volume workloads by prioritizing tasks, multitasking effectively, and maintaining productivity and accuracy standards

• Communicated clearly with customers and internal teams, ensuring accurate documentation and adherence to service and compliance guidelines

• Provided support to team members with escalations, system navigation, and complex account scenarios while assisting with onboarding and training

EDUCATION

Monsignor Scanlan High School – Bronx, NY

High School Diploma, General Education 1991

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