ANGELA HUGHES
Jacksonville,USA
Summary
Highley adaptable and detail-oriented professional with over 10 years of combined experience in medical assistance, healthcare office operations, and customer service, with a strong background in customer service management and an ability to resolve complex issues and improve customer satisfaction.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Associate
Optum RX
07.2021 - 12.2024
- Handled approx
- 35-40 incoming calls regarding their prescription orders
- Address and resolve customer inquiries through phone and chat
- Collaborate with pharmacists and insurance companies to verify customer details
- Utilize problem-solving skills to troubleshoot issues related to customers’ orders
- Maintain detailed records of customer interactions ensuring compliance with HIPAA regulations
Medical Assistant/Call Center
A Woman’s Choice of Jacksonville
07.2017 - 06.2021
- Educated patients on medical procedures and assisted physicians with basic examinations
- Oversaw patient scheduling, check-ins, and maintenance of HIPAA-compliant medical records
- Sanitized, re-stocked, and organized exam rooms and medical equipment
- Obtained clients medical history, protected health information, symptoms and allergies
Customer Care Representative
British Airways
01.2005 - 10.2014
- Managed a 50-60 incoming call volume with professionalism and efficiency
- Delivered high-quality customer service to Executive Club members
- Assisted customers with reservations, ticketing, seat assignments, and flight check-ins
- Managed flight disruptions by rebooking and issuing vouchers for hotels and airlines
- Resolved customer complaints and escalated complex issues as needed
Education
Associate Degree -
Keiser University
Jacksonville, FL07.2017
Skills
- Customer Service & Conflict Resolution
- Patient Care & Education
- Microsoft Office Suite
- Payment processing
- Task prioritization
- Telephone Etiquette
Timeline
Senior Customer Service Associate
Optum RX
07.2021 - 12.2024
Medical Assistant/Call Center
A Woman’s Choice of Jacksonville
07.2017 - 06.2021
Customer Care Representative
British Airways
01.2005 - 10.2014
Associate Degree -
Keiser University
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