Passhun Carter
Jackson,MS
Summary
Experienced Healthcare Customer Service Representative with a strong background in patient communication, conflict resolution, and accurate data entry. Skilled in handling billing inquiries, scheduling appointments, and verifying insurance coverage while maintaining HIPAA compliance. Ready to bring empathy, professionalism, and problem-solving abilities to support and grow with a new healthcare team.
Overview
5
5
years of professional experience
Work History
Healthcare Customer Service Representative
Molina Healthcare
08.2023 - 12.2025
- Answer inbound calls, emails, or chats from patients regarding appointments, billing, insurance, and services.
- Provide information about procedures, referrals, and medical providers.
- Schedule, reschedule, or cancel patient appointments using electronic medical record (EMR) systems.
- Confirm upcoming appointments and send reminders when necessary.
- Verify insurance eligibility and coverage.
- Explain patient balances, co-pays, deductibles, and billing statements.
- Help resolve billing issues or escalate them to the billing department.
- Assist patients with obtaining or updating medical records.
- Ensure confidentiality and compliance with HIPAA regulations.
- Investigate and resolve patient complaints or concerns.
- Provide timely follow-up and escalate complex issues to supervisors or relevant departments.
- Accurately enter patient information into databases.
- Maintain detailed notes and documentation of each interaction.
Customer Service Representative Agent
Walgreens
03.2021 - 10.2022
- Provide a compassionate, patient-focused approach to service.
- Handle high-stress situations calmly and professionally.
- Greet customers in person or over the phone.
- Answer questions about prescriptions, over-the-counter medications, store services, and pharmacy policies.
- Assist customers with drop-off and pick-up of prescriptions.
- Relay prescription refill requests to pharmacists.
- Inform customers when prescriptions are ready or if delays occur.
- Help customers understand insurance coverage, co-pays, and out-of-pocket costs.
- Assist with processing insurance claims and resolving rejections or denials.
- Collect payments and issue receipts.
- Enter prescription and patient information accurately into pharmacy systems.
- Update insurance, contact, and medical history information as needed.
- Assist customers in locating over-the-counter products and make recommendations when appropriate (within non-clinical scope).
- Promote store specials and loyalty programs.
- Adhere to HIPAA regulations and pharmacy confidentiality policies.
- Follow all state and federal regulations regarding prescription handling.
- Help with stocking shelves and organizing front-of-store pharmacy products.
- Notify pharmacists or supervisors of low stock or expired items.
- Address customer complaints professionally and escalate when necessary.
- Help resolve prescription delays or insurance verification problems.
Education
High School Diploma -
Provine High School
Jackson, MS05-2022
Bachelor of Arts -
Hinds Community College
Jackson, MS03-2024
Skills
- Clear verbal and written communication
- Explaining complex information simply
- Patience and compassion
- Conflict resolution
- Resolving customer complaints or concerns
- Escalating problems appropriately
- Typing and data entry accuracy
- Managing multiple tasks or calls
- Keeping accurate records and follow-ups
- Verifying insurance and prescription information
- Active listening
- Speaking with empathy and professionalism
- Ability to remain calm under pressure
- Building trust with customers
- Identifying issues and finding effective solutions
- Navigating CRM, EMR/EHR, or pharmacy software
- Understanding billing, insurance portals, or POS systems
- Prioritizing customer needs
- Ensuring accurate data entry
- Following compliance and privacy rules (eg, HIPAA)
- Adjusting to new policies or software
- Staying calm in a fast-paced, changing environment
- Willingness to learn medical or insurance terminology
Timeline
Healthcare Customer Service Representative
Molina Healthcare
08.2023 - 12.2025
Customer Service Representative Agent
Walgreens
03.2021 - 10.2022
High School Diploma -
Provine High School
Bachelor of Arts -
Hinds Community College