Amber Hawthorne - Call Center /Healthcare Customer Service Representative

Summary

Dynamic healthcare customer service representative with proven expertise at Florida Retina Institute in patient advocacy and care coordination. Skilled in insurance verification and EHR management, I excel in high-pressure environments, ensuring exceptional service delivery and effective issue resolution. Committed to enhancing patient satisfaction through compassionate communication and streamlined operations.

Overview

1

year of professional experience

1

Certification

Work History

Call Center /Healthcare Customer Service Representative

Florida Retina Institute

Jacksonville, FL

12.2024 - 02.2026

Managed patient interactions for appointment scheduling and conducted thorough insurance coverage verification.
Utilized strong communication and analytical skills to resolve patient inquiries efficiently and effectively.
Verified patient demographics, authorizations, and referral requirements in compliance with HIPPA and organizational policies.
Executed precise documentation and updates of patient information utilizing electronic health record (EHR) systems.
Streamlined communication between patients and medical staff, ensuring timely follow-ups and improved care continuity.
Educated patients on treatment procedures and post-visit care instructions.
Collaborated with team members to enhance service delivery and patient satisfaction.
Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Met customer call guidelines for service levels, handle time and productivity.
Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

Pearl River Community College

Hattiesburg, MS

05-2024

Diploma - Medical Assistant

Everest University