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
5
5
years of professional experience
Work History
Patient Access Specialist
AssistRX
Orlando, FL
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.
Customer Service Call Center Representative
Lighthouse Works
Orlando, FL
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.
Walgreens Call Center Specialist
Walgreens Call Center
Orlando
10.2021 - 05.2022
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
Medical Screenr
Bio Life Plasma
Orlando, FL
06.2019 - 01.2020
- Registered new and current donors and conducted series of screening procedures to determine suitability for Type donations.
- Conducted basic screening procedures to verify compliance with donation criteria.
- Opened and updated files with current donor information.
- Contributed to the development of new protocols and procedures aimed at improving efficiency within the medical screening process.
Education
High School Diploma -
Dr Phillips High School
05.2020
Skills
- Medical Terminology
- Front Desk Operations
- Appointment Scheduling
- HIPAA Compliance
- Patient Scheduling
- Data entry proficiency
- Medical terminology expertise
- Patient Registration
Timeline
Patient Access Specialist
AssistRX
05.2023 - 04.2024
Customer Service Call Center Representative
Lighthouse Works
07.2022 - 05.2023
Walgreens Call Center Specialist
Walgreens Call Center
10.2021 - 05.2022
Medical Screenr
Bio Life Plasma
06.2019 - 01.2020
High School Diploma -
Dr Phillips High School