Customer Service Associate (Healthcare Support)

Mayowa Olawale Ogundare

**********@*****.*** 913-***-**** Mansfield, TX 76063, United States US Citizen PROFESSIONAL SUMMARY

Customer service professional with 7+ years of experience handling high-volume inbound support across healthcare and clinical environments, consistently exceeding satisfaction goals and performance metrics. Skilled at navigating multiple platforms simultaneously while maintaining clear, empathetic communication with customers — from billing questions and payment assistance to account setup and service navigation. Brings a strong track record of accurate documentation, cross-department collaboration, and first-contact resolution in fast-paced, phone-primary roles. Comfortable working independently in a remote environment with the discipline and tech fluency to thrive in a virtual support setting. CORE COMPETENCIES

• Inbound Call Management • CRM & Helpdesk Platforms • Quality Assurance

• Billing & Payment Assistance • HIPAA & Data Privacy Compliance • Remote Work Proficiency

• Customer Satisfaction (CSAT) • Escalation Management • Product & Policy Knowledge

• First-Call Resolution (FCR) • Cross-Department Collaboration • Customer Onboarding

• Multichannel Support (Phone,

Email, Chat)

• Knowledge Base Development

• Accurate Interaction

Documentation

• Schedule Adherence

PROFESSIONAL EXPERIENCE

RemX — Axios Clinic Jan 2024 – Present

Customer Service Associate Dallas/North, TX

• Serve as the primary point of contact for patients contacting the clinic's digital platform, managing 80–100 inbound calls per day alongside live chat and email inquiries simultaneously across multiple windows and platforms.

• Maintained an average handle time (AHT) of under 6 minutes while delivering thorough, accurate resolutions — consistently achieving a 94% customer satisfaction (CSAT) score across all support channels.

• Achieved an 87% first-call resolution (FCR) rate by diagnosing account access issues, billing questions, and payment concerns efficiently, reducing the need for follow-up contacts.

• Guided patients through secure online payment processes, contributing to over $80,000 in processed digital transactions while ensuring accuracy and a smooth billing experience.

• Reduced escalation rate by 22% through proactive issue identification and close collaboration with IT, care coordination, and compliance teams to resolve complex inquiries before they required senior intervention.

• Accurately documented all customer interactions and transactions in Salesforce CRM, maintaining thorough records that supported quality assurance reviews and consistently scored 96%+ on QA evaluations.

• Contributed to internal knowledge base development and created user-friendly guides and video tutorials that improved platform onboarding, boosting overall user satisfaction metrics by 15%.

• Maintained 98% schedule adherence across all shifts, demonstrating the reliability and focus required to deliver uninterrupted phone-based support in a remote work environment. CareNow Jul 2019 – Jun 2022

Customer Service Representative Dallas, TX

• Handled 70–90 inbound calls per day in a fast-paced healthcare environment, addressing billing questions, service inquiries, complaints, and payment assistance while navigating multiple systems simultaneously.

• Maintained an average handle time of under 7 minutes and an 85% first-call resolution rate by applying thorough product and policy knowledge to resolve customer issues without unnecessary escalation.

• Achieved a 93% customer satisfaction score quarter over quarter by building rapport, actively listening to customer needs, and consistently delivering courteous, solution-focused service.

• Accurately documented all customer interactions, orders, returns, and account changes across CRM platforms, ensuring data integrity and supporting team-wide quality assurance standards.

• Collaborated cross-functionally with billing, clinical, and operations departments to resolve complex customer inquiries, keeping escalation rates low and resolution timelines short.

• Maintained a thorough understanding of company products, services, and policies to provide helpful, accurate guidance — staying updated on process changes and applying them immediately in customer interactions.

• Consistently exceeded performance metrics including call quality scores, response time targets, and customer satisfaction goals, scoring 95%+ on monthly QA evaluations. Texas Pain Jan 2017 – Jan 2019

Patient Service Associate Dallas, TX

• Managed a high-volume phone queue, responding to 60–80 inbound calls per day from patients and families with questions about appointments, billing, insurance coverage, and service navigation.

• Maintained average email response times under 2 hours for written inquiries while simultaneously handling phone queues, demonstrating the ability to manage multichannel support across voice, email, and administrative tasks.

• Achieved a 91% customer satisfaction rate by providing clear, step-by-step guidance to patients navigating the healthcare system, including billing processes, appointment scheduling, and insurance verification.

• Coordinated with billing, clinical, and third-party vendor teams to resolve payment disputes and insurance claim discrepancies, reducing escalations and ensuring timely resolution of complex cases.

• Performed accurate data entry and maintained up-to-date patient records using Microsoft Office applications and electronic health record systems, adhering strictly to HIPAA regulations and data privacy standards.

• Developed and maintained reports tracking medical insurance payments, denials, and customer service activity, supporting management's ability to monitor performance metrics and streamline processes.

• Assisted in implementing updated procedures for medical insurance claim submission, improving team accuracy and reducing processing errors — contributing to a measurable improvement in first-contact resolution outcomes.

EDUCATION

Lagos State University 2015

Bachelor's Degree in Computer Science

CERTIFICATIONS

Certified Customer Service Professional — Udemy 2019 Certified Medical Assistant — PrimaMed 2020

Certified Customer Service Manager — Udemy 2022

HIPAA Compliance Training — Mayo Clinic 2023

TECHNICAL SKILLS

Technical: Inbound Call Handling (80–100 calls/day) • Ticket Management & Issue Resolution • Multichannel Support (Phone, Email, Live Chat) • Customer Interaction Documentation • Billing & Payment Processing • HIPAA

& Data Privacy Compliance • Electronic Health Records (EHR) • Knowledge Base & Helpdesk Contribution • Quality Assurance Processes • Data Entry & Record Management • Microsoft Excel • Microsoft Word • Microsoft PowerPoint

Tools: Salesforce • Zendesk • HubSpot • Zoho Desk • Microsoft Dynamics 365 • Jira • MS Teams • Zoom • Microsoft Excel • Microsoft Word • Microsoft PowerPoint Soft Skills: Active Listening • Effective Communication • Critical Thinking • Remote Collaboration • Schedule Adherence • Empathy & Customer Focus • Multitasking Under Pressure • Teamwork Languages: English

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