Alashia Mikell
Statesboro,GA
Summary
Proven Healthcare Customer Service Representative with a track record of enhancing patient satisfaction and boosting first-call resolution rates at Continuum Global Solutions. Skilled in HIPAA compliance and navigating complex customer inquiries with empathy and professionalism. Achieved significant improvements in patient engagement and confidentiality management, showcasing a blend of technical knowledge and soft skills.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Continuum Global Solutions
08.2022 - 05.2024
- Addressed customer medication concerns via mail order and local pharmacy.
- Maintained adherence to HIPAA regulations during management of confidential patient data.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Handled difficult discussions with empathy and professionalism, leading to de-escalation.
- Boosted first-call resolution rates by attentively addressing customer needs.
- Supported clients with navigating prior authorization requirements for medically accommodated medications.
- Outlined adjustments in the new plan's medication cost structure.
- Educated customers on alternative drugs included in their benefit plan without requiring medical accommodations.
Fraud Representative
Global Payments
04.2019 - 09.2022
- Resolved issues related to questionable debit card transactions through direct customer contact.
- Assisted customers dealing with fraudulent activities with new card issuance.
- Verified customer awareness through diverse questioning techniques.
- Explained process ensuring clarity on timeline after requesting a new card.
- Documented all fraudulent transactions on customer account .
- Ensured transaction verification by implementing an account block until customer confirmation.
- Enabled seamless international transactions for traveling customers with a prior 30-day notice.
Customer Service Representative
Concentrix
04.2017 - 10.2019
- Initiated outbound calls to customers regarding phone, cable, and internet services.
- Supplied customers with details about multiple packaging choices.
- Resolved billing inquiries for customers.
- Attended weekly training to enhance skills.
- Secured personal data to evaluate pricing options.
- Implemented strategies and tools to minimize account disconnections.
- Increased customer engagement by communicating available promotional opportunities.
- Built trusted partnerships with clients, promoting continuous engagement.
- Initiated follow-up communication post-sales to enhance customer satisfaction.
- Increased customer retention rates through targeted outreach campaigns.
Education
High School Diploma -
Statesboro High School
Statesboro, GA05-2017
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Navigating through multiple sources to assist customers
- Policy adherence
- First time resolution call
Timeline
Healthcare Customer Service Representative
Continuum Global Solutions
08.2022 - 05.2024
Fraud Representative
Global Payments
04.2019 - 09.2022
Customer Service Representative
Concentrix
04.2017 - 10.2019
High School Diploma -
Statesboro High School
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