Janika Jones
Charlotte,NC
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
University Atrium Hospital
01.2024 - Current
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into system.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within healthcare environment, demonstrating flexibility and strong commitment to quality patient care.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
Customer Service Representative
Spectrum Communications
05.2023 - 01.2024
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Wells Fargo
02.2022 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
General Manager
Hardee's
05.2020 - 01.2022
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Online Banking Specialist
Teleperfomance Usa
10.2019 - 05.2020
- Monitored emerging trends in digital banking technologies, recommending solutions that would benefit both customers and organization.
- Spearheaded initiatives aimed at improving accessibility for users with disabilities, expanding reach of our services to wider audience.
- Conducted regular audits to ensure compliance with federal regulations and industry standards for secure online transactions.
- Assisted marketing team in creating targeted campaigns highlighting key features of our online banking services, increasing adoption rates.
- Increased customer satisfaction by delivering timely and accurate assistance in online banking inquiries.
- Assisted clients in navigating various features of their accounts, promoting a more efficient use of online services.
- Streamlined the account opening process for online clients, resulting in faster onboarding of new customers.
- Increased company revenue 80% by selling various investment products.
Account Manager
Cavalier Produce
10.2017 - 07.2019
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Customer Care Representative
T-Mobile USA, Inc
08.2014 - 05.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
Education
Some college - Criminal Justice
Strayer University-Virginia
Richmond, VA05.2012
High school diploma or GED - General Studies
Louisa County High School
Mineral, VA06.1998
Skills
- Customer service
- Problem-solving abilities
- Critical Thinking
- Complaint resolution
- Time Management
- Leadership and team building
- Insurance Verification
- Appointment Scheduling
- Registration and Admissions
Timeline
Patient Access Representative
University Atrium Hospital
01.2024 - Current
Customer Service Representative
Spectrum Communications
05.2023 - 01.2024
Customer Service Representative
Wells Fargo
02.2022 - 05.2023
General Manager
Hardee's
05.2020 - 01.2022
Online Banking Specialist
Teleperfomance Usa
10.2019 - 05.2020
Account Manager
Cavalier Produce
10.2017 - 07.2019
Customer Care Representative
T-Mobile USA, Inc
08.2014 - 05.2017
Some college - Criminal Justice
Strayer University-Virginia
High school diploma or GED - General Studies
Louisa County High School
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