Aleiyah Richardson
Garner,NC
Summary
Accomplished in enhancing patient satisfaction and first-call resolution rates, my tenure at United Healthcare showcased my HIPAA compliance expertise and strong interpersonal skills. By resolving complex technical issues at Cable One and providing empathetic customer support at Concentrix, I significantly improved user experiences, leveraging problem-solving abilities and a patient-centric approach.
Overview
2025
2025
years of professional experience
Work History
Healthcare Customer Service Representative
United Healthcare
- 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.
Technical Support Representative
Cable One
05.2024 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Customer Support Specialist
Concentrix
04.2022 - 11.2023
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Education
High School Diploma - Health Care Administration
Cleveland High School
Clayton, NC06.2017
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Strong interpersonal skills
- Customer service
- Problem-solving
- Data entry
Timeline
Technical Support Representative
Cable One
05.2024 - Current
Customer Support Specialist
Concentrix
04.2022 - 11.2023
Healthcare Customer Service Representative
United Healthcare
High School Diploma - Health Care Administration
Cleveland High School