Alicia Thomas
Dallas Tx ,TX
Summary
Dynamic professional with extensive experience as a Direct Patient Specialist at Inogen, excelling in patient confidentiality and follow-up coordination. Proven ability to enhance customer satisfaction through effective problem resolution and insurance verification. Recognized for strong teamwork and a calm demeanor under pressure, consistently improving health outcomes and operational efficiency.
Overview
4
4
years of professional experience
Work History
Direct Patient Specialist
Inogen
Plano, TX
11.2023 - Current
- Supported patients with product selection and usage inquiries to enhance user experience.
- Educated customers on respiratory therapies and equipment operation for improved health outcomes.
- Collaborated with healthcare providers to streamline patient onboarding processes and documentation accuracy.
- Assisted in troubleshooting product issues, ensuring prompt resolution and customer satisfaction.
- Conducted follow-up calls with patients to assess equipment performance and satisfaction levels after purchase.
- Participated in ongoing training workshops to stay current on industry trends and enhance professional skills.
- Assisted in maintaining accurate medical records, ensuring confidentiality and compliance with HIPAA regulations.
- Verified patient insurance eligibility and entered patient information into system.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Transportation Coordinator
ABM - Facility Services
Dallas Tx
03.2022 - 10.2023
- Coordinated transportation schedules to optimize delivery efficiency and minimize delays.
- Implemented tracking systems to monitor shipments and enhance visibility throughout the logistics process.
- Collaborated with vendors to negotiate service agreements, ensuring cost-effective transportation solutions.
- Developed training materials for new team members on regulatory compliance and safety protocols.
- Spearheaded initiatives to enhance customer service through timely communication and problem resolution strategies.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Worked closely with personnel, customers, and contractors to resolve problems.
- Motivated workers to exceptional performance through implementation of new strategies.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Developed strong communication and organizational skills through working on group projects.
Patient Technical Support Agent
AO Smith Quality Water Heaters
Ashland City, TN
01.2022 - 05.2023
- Resolved customer inquiries related to product functionality and troubleshooting techniques.
- Assisted in the implementation of software tools for ticketing and issue tracking.
- Collaborated with cross-functional teams to enhance customer support processes.
- Provided training and mentorship to new team members on service protocols.
- Analyzed recurring technical issues to identify opportunities for process improvement.
- Implemented strategies that improved response times and customer satisfaction ratings.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed knowledge base articles for common issues, streamlining the resolution process for both agents and customers.
Education
Associate of Science - Nursing
Georgia State University
Atlanta, GA05-2005
Skills
Patient confidentiality
Follow-up coordination
Insurance verification
Medical terminology
Data entry proficiency
Appointment scheduling
Teamwork
Punctual and hardworking
Calm and effective under pressure
Timeline
Direct Patient Specialist
Inogen
11.2023 - Current
Transportation Coordinator
ABM - Facility Services
03.2022 - 10.2023
Patient Technical Support Agent
AO Smith Quality Water Heaters
01.2022 - 05.2023
Associate of Science - Nursing
Georgia State University