Aaliyah Robinson
Jacksonville,FL
Summary
Resourceful professional in healthcare support known for high productivity and efficiency in task completion with 10+ years of customer service. Skilled in strategic planning, regulatory compliance, and patient care coordination. Excel at team leadership, problem-solving, and communication, ensuring seamless operations and quality service delivery in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Medical Service Coordinator Senior
One Call Management
05.2017 - Current
- Manage high-volume inbound and outbound calls while providing exceptional customer service.
- Manage outbound communications with workers’ compensation claimants, employers, providers, adjuster and/or nurse case managers to assist with referral coordination
- Resolve complex customer escalations
- Coordinate medical appointments
- Mentor and coach new team members on processes and customer service best practices.
- Maintained expertise across multiple One Call product lines to provide accurate information and support.
- Assist with insurance companies to verify coverage and authorizations for services.
- Collaborate with multidisciplinary teams to optimize patient care and support needs.
- Assist with the development of new policies and procedures for service delivery.
- Data entry and document medical records
- Utilize Microsoft PowerPoint and internal resources to verify provider network status based on employer specific requirements.
Call Center Representative
Convergys
05.2016 - 05.2017
- Manage high-volume inbound and outbound calls while providing exceptional customer service.
- Resolve customer complaints by providing effective solutions and support.
- Data entry and document customer interactions accurately in the company database.
- Collaborate with team members to improve service delivery processes.
- Educated customers about product features and services offered by the company.
- Updated customer accounts, addresses and contact information
- Resolve customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Collect deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
Education
BBA -
Florida State College of Jacksonville
Jacksonville, FL 08.2026 - 08.2026
High School Diploma -
Robert E Lee High School
Jacksonville, FLAssociate of Nursing -
Florida State College of Jacksonville
Jacksonville, FLSkills
- Workers’ Compensation Claims Support
- Customer Escalation Resolution
- Provider Network Verification
- Data Entry & Documentation
- Appointment Scheduling
- Microsoft Office Teams & Powerpoint
- HIPAA Compliance
- Training & Development
- Claims Processing
Honors And Awards
Dean’s List, 2017-2018
Timeline
BBA -
Florida State College of Jacksonville
08.2026 - 08.2026
Medical Service Coordinator Senior
One Call Management
05.2017 - Current
Call Center Representative
Convergys
05.2016 - 05.2017
High School Diploma -
Robert E Lee High School
Associate of Nursing -
Florida State College of Jacksonville