Akia Franklin
Las Vegas
Summary
Dedicated and compassionate Customer Service Professional with experience providing high-quality patient support, administrative assistance, and healthcare coordination in fast-paced environments. Skilled in handling inbound calls, resolving patient concerns, managing sensitive information, and maintaining HIPAA compliance. Strong background in customer service and communication with patients, providers, and internal teams. Proven ability to multitask, maintain accuracy, and deliver professional service while supporting Quality
Overview
12
12
years of professional experience
Work History
Patient Service Representative
Commence Health QIO
Las Vegas, NV
10.2024 - Current
Key Responsibilities
- Answer incoming calls and respond to patient and provider inquiries professionally and promptly.
- Assist beneficiaries with questions regarding Medicare quality review services, appeals, complaints, and case status.
- Collect, verify, and enter patient and provider information into internal systems accurately.
- Coordinate case intake and documentation for clinical review teams.
- Maintain confidential patient records in compliance with HIPAA and organizational policies.
Medical Records Specialist
Vita Records Control
Las Vegas, Nevada
07.2023 - Current
- Manage the retrieval of patient medical records, ensuring timely access for physicians, technicians, and staff.
- Conduct comprehensive training for new staff on proper medical records management procedures.
- Maintain strict adherence to confidentiality and data protection standards in handling patient information.
Customer Service Representative
Street Level
Los Angeles, California
02.2021 - 06.2023
- Delivered prompt and informed customer support, improving overall satisfaction.
- Fostered trusting relationships with clientele to accurately ascertain and address service requirements.
Customer Service Executive
Comcast
Tacoma, Washington
01.2019 - 01.2021
- Enhanced customer awareness of products through effective promotion of both physical and digital offerings, highlighting rewards programs and benefits.
- Delivered tailored solutions to customers, driving increased engagement and customer satisfaction.
- Contributed to revenue growth by identifying and presenting new offers to existing customers.
Customer Service Representative
Emerald Queen Casino
Tacoma, Washington
12.2013 - 01.2019
- Collaborated with team members to effectively resolve customer inquiries and issues, ensuring a cohesive interdepartmental approach.
- Improved customer satisfaction by providing swift and informed responses to service queries.
Education
High School Diploma - English
Curtis Senior High
Tacoma, WashingtonSkills
Customer Service
Professional Phone Etiquette
Patient Communication
Time Management
Timeline
Patient Service Representative
Commence Health QIO
10.2024 - Current
Medical Records Specialist
Vita Records Control
07.2023 - Current
Customer Service Representative
Street Level
02.2021 - 06.2023
Customer Service Executive
Comcast
01.2019 - 01.2021
Customer Service Representative
Emerald Queen Casino
12.2013 - 01.2019
High School Diploma - English
Curtis Senior High