Andrena Charles
Orlando,FL
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, my tenure at KGS Research honed my problem-solving abilities and expertise in HIPAA compliance. Leveraging exceptional communication and data entry skills, I consistently improved service delivery, evidenced by a significant reduction in customer hold times. Cordial Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and confidential information. Clear understanding of HIPAA rules and insurance protocols.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
KGS Research
02.2020 - 10.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Service Call Center Representative
Lighthouse Works
07.2022 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
Patient Access Specialist
AssistRX
05.2023 - 04.2024
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
Education
High School Diploma -
Dr Phillips High School
Orlando, FL05.2020
Skills
0'\Medical Terminology
Front Desk Operations
Appointment Scheduling
HIPAA Compliance
Exceptional communication
Insurance Billing
Patient Scheduling
Documentation accuracy
Professionalism and Ethics
Problem-solving abilities
Active Listening
Critical Thinking
Customer Service
Data Entry
Timeline
Patient Access Specialist
AssistRX
05.2023 - 04.2024
Customer Service Call Center Representative
Lighthouse Works
07.2022 - 05.2023
Customer Service Representative
KGS Research
02.2020 - 10.2021
High School Diploma -
Dr Phillips High School