Empathetic Customer Service & Patient Care Coordinator

Cheryl Mason

Fernandina Beach, FL ***** +1-904-***-**** ***********@*****.***

Professional Summary

Versatile professional with extensive experience in customer service, technical support, and healthcare coordination. Skilled in troubleshooting hardware and software issues, insurance verification, and patient care. Demonstrated ability to manage high-volume inbound communications, resolve complex problems, and deliver exceptional service in both remote and in-person environments.

Work Experience

Customer Service Associate

WPS Health Solutions Fernandina Beach, FL

February 2024 to Present

• Verified HIPAA insurance information, ensuring compliance and accuracy in member records

• Answered customer questions, resolving inquiries efficiently to improve satisfaction Patient Care Coordinator (PCC)

Optum-Remote

January 2022 to Present

• Coordinated refilling of oncology medicine, ensuring timely delivery for patient care

• Verified insurance coverage, reducing claim denials and streamlining patient access to medication Customer Experience Advocate

HotWire Communication

January 2020 to December 2021

• Advocated for both customer and company interests in a remote work environment, enhancing service outcomes

• Managed social media posting to engage customers and promote company initiatives

• Answered phones and provided basic technical support, resolving customer issues promptly Chat Agent Expert Dispatcher

Best Buy Geek Squad

January 2014 to December 2020

• Received inbound chats from clients with computer, tablet, and cell phone issues, delivering timely support

• Created tickets, remotely accessed devices, and dispatched to proper queue, clearly explaining next steps

• Resolved issues such as internet, printer, and operating system problems efficiently

• Assisted in expert service during sales interactions, supporting customer purchasing decisions Relationship Manager

Hewlett Packard

January 2010 to December 2011

• Received inbound calls regarding customer experience issues with Hewlett Packard laptops, troubleshooting hardware and software in a call center environment

• Created trouble tickets and coordinated dispatch for shipping boxes to customers

• Handled inbound and outbound calls to resolve issues with both desktop and laptop models, improving customer retention

Business Center Coordinator

Ritz Carlton Amelia Island

January 2007 to December 2008

• Assisted internal and external customers with computer issues, utilizing expertise in Microsoft products including Excel and PowerPoint

• Managed printing and faxing needs, ensuring timely and accurate document delivery

• Provided excellent customer service, enhancing guest satisfaction and business center reputation Information Technology Consultant

Solutions Funding

January 2006 to December 2007

• (Contract)

• Handled inbound calls regarding account issues in a call center environment, ensuring prompt resolution

• Created trouble tickets for software, hardware, and phone issues, streamlining support processes

• Entered customer information into Active Directory and reset passwords, maintaining data security Network Analyst Level II Support

BellSouth Telecommunications

January 2000 to December 2006

• Supported all phases of telephony, including switch, routers, analog, digital, and fiber optic circuits, ensuring network reliability

• Provided business repair center support for large clients using single point of contact procedures

• Collaborated with vendors, technicians, and others to troubleshoot and resolve network problems

• Delivered Tier 1+ technical support for broadband 56k and 64K circuits with chronic trouble, improving uptime Respiratory Therapist

SouthWest General Medical Center

January 1994 to December 2000

• Instructed patients on pulmonary disease management, improving patient understanding and compliance

• Served on triage, ACLS, NICU, and Code Pink teams, contributing to critical patient care

• Performed various duties of a respiratory therapist including vent management and patient care, ensuring high-quality outcomes

Education

Pharmacy Technician (Trade school)

Rasmussen College-Florida Remote

Electronic Engineering (Bachelor of Science)

Ohio State University

January 2000 to December 2000

Skills

Medical patient education Salesforce Managing patient records ECG equipment Hospitality Organizational skills Blood test interpretation Quality assurance Clinic Customer interaction during outreach Home health Patient monitoring Medical terminology Communication skills Pathophysiological medical terminology State healthcare regulations Healthcare provider information Epic Customer support experience within healthcare industry Customer issue escalation Customer support specialist experience Medical roots Cardiovascular rehabilitation Care plans Employee relationship building Client services Telephony Pharmacological medical terminology Jira Customer service Patient scheduling systems Live chat Resource utilization in healthcare Athenahealth Resident confidentiality Cardiovascular patient assessment Information security Public speaking Multi-line phone systems HIPAA Software Troubleshooting Data reporting Equine experience Non-technical user support HEDIS Health insurance knowledge Client rapport building Case management Continuous clinical improvement initiatives Electrophysiological study (EPS) Ventilator Overseeing care coordination Conflict management Nursing Emergency room experience Hematology Negotiation Active listening Video conferencing for social service team management ICD-9 Quality assurance within healthcare Cross- functional collaboration Call center agent experience Arrhythmia analysis Computer operation Empathy Client email correspondence Critical care transport Social media platforms Restaurant experience Medical scheduling Cardiovascular documentation Private practice experience Utilization review Aseptic technique Decision making Phone triage CMS regulatory compliance Medical referrals Managing patients as a clinical case manager Personal Protective Equipment

(PPE) Customer Service professional with over twenty years of experience Geriatrics Referral coordination Report writing Issue tracking Isolation precautions Process improvement Care coordination Technical Proficiency Customer complaint resolution Microsoft Teams Disease state management Remote work experience Maintaining patient confidentiality Grammar Experience Patient services management Hospital skills include cardiac monitoring, ekgs, respiratory therapy Computer hardware Skilled nursing facility experience Experience with individuals with cognitive disabilities Medical records Network Support Discharge planning Phone call management Documentation review Data entry Utilization management Work ethic Working with seniors Attention to detail Patient interaction Caseload management Customer support ticket management Medication storage Teamwork Care documentation Staff scheduling Workers' compensation claims Incident Escalation Social listening Continuous improvement Excellent customer service and communication skills Compliance documentation Cloud-based systems Patient financial aid assistance Post-sales issue resolution Ticketing system technical support Health insurance customer support Patient resuscitation Respiratory system Basic life support HIPAA compliance Telehealth platforms macOS Knowledge management Health insurance authorizations Medical claims processing Escalation handling Microsoft PowerPoint Adobe Acrobat Continuous positive airway pressure (CPAP) machines Arrhythmia emergency response Working with cardiac care patients EMR/EHR Health information management Revenue cycle management Customer communication Patient complaint handling Cardiovascular patient monitoring Electrocardiogram (ECG) interpretation Cardiac event monitoring Word processing Assisted living Cardiac rhythm analysis Operating Systems Windows Resort Communication platforms Help Desk Patient observation Working with adult populations Collaborative technology platforms Inpatient Behavioral health Concurrent review in utilization management Patient admission assessments Medical suffixes Analysis skills Post-acute care experience Client rights in caregiving Wound care Health insurance information Customer relationship building Customer support experience within education industry Disinfection procedures Schematics Cardiology Written communication Conflict de-escalation DRG Client inquiry handling Anatomical terminology Medical-surgical Emotional well-being Working with people with disabilities Blood pressure cuffs Overseeing health insurance pre-certification Emotional support for patients Safety protocol implementation Telephone systems Total calls (success metric) Phone communication Active Directory Customer information system software Data collection Zoom Interpersonal skills Privacy law compliance Patient care Key Performance Indicators CPT coding Detail oriented, able to multi-task and prioritize Electronic health records (EHR) management Cardiac arrest emergency response Telecommunication Appeals Patient charting Working with families Healthcare diagnosis Insurance prior authorization Medical thermometers Staff training Working with individuals with chronic illnesses Motivational interviewing Accounting and finance experience Centers for Medicare and Medicaid Services (CMS) Data entry in Excel Hand hygiene Acute care Appointment scheduling Productivity Microsoft Windows Interpersonal communication VoIP Anatomy knowledge Office experience ICD coding Customer support Medical coding Administrative experience Clinical documentation standards Collaborate with healthcare professionals Medical billing Health literacy education Client follow-up Hospital experience Objection handling (sales technique) Databases Client database systems Technical support Outpatient clinic experience Mobile applications Mobile device support Medical prefixes Email support Office management Clerical experience Oncology Direct patient care Clinical information systems SharePoint Patient question and concern management Trauma care Patient assessment Microsoft Office Computer skills Telecommunications headsets Medicare regulations Microsoft Word Equipment troubleshooting Heart rhythm anomaly interpretation Microsoft Access Healthcare privacy protection Remote patient monitoring Vital signs Cross-functional communication Pediatrics Writing skills Medical diagnostic terminology Healthcare compliance Primary care Oxygen therapy Medical office experience Productivity software Intensive care Change management Mechanical ventilation in healthcare Google Docs Hospice regulations Time management Problem-solving RN experience Patient advocacy CRM system proficiency Desktop applications Medical insurance appeals management Personal service client interaction documentation De-escalation techniques EKG CPR Working with geriatric patients Mobile devices Data mining Healthcare management ICU Experience Outbound calling Medical claims Handling customer inquiries Customer inquiry handling Customer engagement DME Dental terminology Experience with individuals with neurodevelopmental disorders Managed care organization experience Microsoft Excel Care plan development Emergency medicine Managing customer accounts Health education and counseling Computer networking Email customer support OPERA Texting/chatbox tools Remote technical support CRM software Telemetry Achieving HIPAA compliance Communication with cardiovascular healthcare team Analytics Patience Medical equipment operation Continuous improvement standards implementation Clinical documentation Medical receptionist EHR systems Ethernet Outpatient Medicaid health insurance TRICARE health insurance Call center experience Electrophysiology Computer literacy HCPCS Zendesk Google Suite Managed care Cardiovascular patient education Telehealth experience Typing Microsoft Outlook Ventilator management Pre-authorization review for utilization management Systems & applications support Client interaction via phone calls Regulatory compliance Medical software Financial assistance program guidance Medication administration Task prioritization Product management End-of-life care Arterial blood gas (ABG) analysis Medical claim appeals Veterans Affairs (VA) health insurance Technical troubleshooting support Cardiovascular system anatomy and physiology Editing Content management systems Medical administrative support Clinical documentation improvement ICD-10 Medicaid Insurance claim appeals processing Patient demographics Triage Workforce management Research Google Sheets

Languages

Interpretation

English

Certifications and Licenses

CPR Certification

RN License

First Aid Certification

BLS Certification

EKG Certification

ACLS Certification

Nurse Licensure Compact (NLC)

Nursing Case Management Certification

PALS Certification

RCP License

RRT-NPS

RRT

EMT Certification

Certified Cardiographic Technician

Registered Pharmacy Technician

IAT

Certified Medical Assistant

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