Customer Service Representative - Patient Access

Stephanie Egbe

Houston, TX ***** Phone: 832-***-**** **************@*****.***

SUMMARY:

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success, proven ability to establish rapport with clients, reliable and driven, with strong time management and prioritization abilities. SKILLS

Customer Service, Receptionist, Retail Sales, Customer care, Computer Knowledge, Shipping an d Receiving

HIGHLIGHTS:

• Technology • Service Oriented

• Policy /account changes • Conflict Resolution expert

• Courteous demeanor • Sharp problem solver

• Energetic attitude • Excellent analytical, problem, and organizational skills

• Strong verbal and written

communication skills.

WORK EXPERIENCE:

Customer Service Representative

Samaritan Health Services

October 2019 – December 2025

Answer customer telephone calls regarding existing accounts

Make requested policy and account changes

Respond to questions and concerns about service, and escalate calls appropriately

Consult with customers to evaluate needs and best options

Counsel customers on options for service and coverage

Upgrade service and offer additional service packages or options

Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns

Review claims to ensure that appropriate changes were made to resolve customer problems and maintain a high level of customer satisfaction with forward-thinking strategies

Manage a high-volume call center, consistently meeting service level agreements

Effectively resolved hundreds of customer complaints per month, utilizing strong problem-solving and communication skills

Patient Access Representative

Suvida Healthcare

February 2018 - September 2019

Promptly responded to general inquiries from members, staff, and clients via telephone, mail, email, and fax.

Resolved service issues and shared benefits of additional service

Maintained up-to-date knowledge of Health Coverages regarding payments, account changes, and upgrades

Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service

Handled 200 customer inquiries daily, maintaining a high first-call resolution rate

Reduced customer wait times through efficient call prioritization and time management

Implemented process improvement strategies to enhance customer satisfaction and reduce errors

Customer Service Representative

Premier Health

January 2016 – January 2018

Reporting directly to the Customer Service Supervisor and takes direction from the Customer Service Manager.

Evaluating the call-in order to know when to transfer the caller to a Customer Service Representative II.

Assisting with side-by-side mentoring of new employees during the training and after the training, as needed.

Maintaining a current understanding of the programs standard operating procedures, processes, and program policies as provided during training.

Utilizing scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner.

Providing accurate responses and documentation of inquiries and complaints from consumers.

● Achieved a high customer satisfaction rating by actively listening to customer needs and providing tailored solutions

● Increased sales through effective product recommendations and cross-selling.

● Developed and implemented a customer feedback program Education

Oak International College Graduated 2012

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