ANNIE MORGAN
Fort Myers,FL
Summary
Highly organized and professional individual with a proven track record in effectively managing medical office operations, coordinating front desk activities, and maintaining accurate patient records. Skilled in utilizing medical software and practice management systems to ensure efficiency and precision in healthcare operations. Committed to delivering exceptional patient care and providing top-notch customer service. Detail-oriented professional experienced in scheduling appointments, verifying insurance coverage, and proficiently completing medical billing and coding tasks. Demonstrates proficiency in using medical software and electronic health record systems. Consistently praised for creating a welcoming environment for patients and guests. Strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator adaptable to changing needs and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
LCEC
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from members.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- In this role, I worked closely with internal stakeholders to resolve member inquiries, provide accurate information, and promote LCEC's products and services.
- Maintained accurate records, handle ACH transactions, and perform other administrative tasks as needed.
- Created service orders to disconnect/restore members' electric power.
- Reviewed city inspections with property builders to ensure inspections were completed properly so that electric services are able to be restored or installed at property.
- Averaged 40 calls per day.
LEAD MEDICAL RECEPTIONIST
The McGregor Clinic Inc.
04.2021 - 01.2024
- Maintains communication between departments utilizing the medical tasking system within the EMR
- Ability to accurately schedule patient follow up appointments as requested by the medical provider
- Receives and processes mail deliveries, assuring packages are routed to the appropriate personnel
- Scanned and documented new patient information in electronic health records for registration purposes
- Evaluated daily schedules, accommodating patient flow and minimizing missed appointments
- Greeted patients immediately upon arrival, providing excellent customer service
- Recorded patient and insurance payments, maintaining accurate financial records
- Screened incoming phone calls, taking messages or forwarding to appropriate staff
- Organized and filed patient medical records
- Maintained confidentiality of personal and financial information, protecting patient rights and complying with HIPAA regulations
- Assisted with medical billing and coding
- Responded to emergencies, helping patients in distress and identifying support resources
- Updated patient records, medical histories, and contact information for traceability
- Processed payment transactions for cash, checks, and credit and debit cards
- Collected co-payments and co-insurance and issued appropriate receipts during check-in
- Balanced and posted payments to accounts and verified patient eligibility for services
- Scheduled patients for exams and screenings
- Scheduled tests and procedures for patients, such as lab work and x-rays, based on physician orders
- Completed documents, case histories, and forms, such as intake and insurance forms
- Answered telephones and directed calls to appropriate staff
- Performed various clerical and administrative functions, such as ordering, and maintaining inventory of supplies
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records
- Answered phone calls and messages for 4-physician HIV medical facility, scheduling appointments, and handling patient inquiries.
SUPERVISOR
Comcast
01.2019 - 02.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Established and oversaw performance targets for call center associates
- Developed quality employees within call center to takeover leadership positions
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Supervised 13 customer service agents in providing excellent customer service to callers requiring assistance for technical support in regards to WiFi, landline, mobile, television and home security systems and sales inquiries
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
CUSTOMER SERVICE REPRESENTATIVE
Comcast
01.2017 - 01.2019
- Described product highlights and benefits to help guide purchasing decisions
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer comments and questions via Live Chat during shifts
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Educated customers on current promotions, upgrades or new offerings available under current plan
- Documented and detailed calls and complaints using call center's CRM database
- Answered over 50 calls per shift to meet fast-paced call center demands
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Scored in top 5% of employees for successful first call resolution
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
CUSTOMER SERVICE REPRESENTATIVE
Benecard PBF
04.2016 - 04.2017
- Reviewed and corrected claim errors to facilitate smooth processing
- Contacted insurance companies to verify coverage, deductibles and payments
- Reviewed and explained insurance plans to patients to guarantee full understanding of payment policies and procedures
- Refilled prescriptions
- Resolved any incoming inquiries or payment denials from insurance providers for payment
- Collected insurance payments
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
HIGH SCHOOL DIPLOMA -
Immokalee High School
Immokalee, FL05.2013
Skills
- Patient Intakes
- SOP Compliance
- Pre-Hospital Care
- Medical Information Software
- EMR Systems
- Referral Verification
- Front Desk Operations
- Authorization Verification
- Workflow Optimization
- Appointment Scheduling
- Data Entry Software
- 55 WPM typing speed
- High Call Volume Environment
- Payment Processing
Timeline
Customer Service Representative
LCEC
01.2024 - Current
LEAD MEDICAL RECEPTIONIST
The McGregor Clinic Inc.
04.2021 - 01.2024
SUPERVISOR
Comcast
01.2019 - 02.2021
CUSTOMER SERVICE REPRESENTATIVE
Comcast
01.2017 - 01.2019
CUSTOMER SERVICE REPRESENTATIVE
Benecard PBF
04.2016 - 04.2017
HIGH SCHOOL DIPLOMA -
Immokalee High School
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