Aleaja Brumfield
Las Vegas
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.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Representative
Humana
03.2017 - 05.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Helped customers sign up for health and dental insurance.
- Provided exceptional customers service.
- Handled over 100+ calls a day.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Receptionist
Reliable Business Services
08.2013 - 12.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Coordinated schedules and communicated changes to customers.
- Ensured timely deliveries by closely monitoring performance metrics and addressing potential issues promptly.
- Worked with service providers to resolve issues and correct delays.
Education
High School Diploma -
Franklinton High School
Franklinton, LA05-2013
Skills
- Call center experience
- Healthcare industry understanding
- Follow-up skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data entry proficiency
- Claims processing
- Referral coordination
- Phone and email etiquette
- Inbound call management
- Data entry
- Computer skills
Timeline
Healthcare Customer Service Representative
Humana
03.2017 - 05.2025
Receptionist
Reliable Business Services
08.2013 - 12.2016
High School Diploma -
Franklinton High School