Anyai Epps
Blackwood,NJ
Summary
Highly organized professional with experience in Fraud prevention,medical front office operations, Customer relations, and Managerial Operations with necessary skills to identify and prevent suspicious acts using personal information. Skilled in providing excellent customer service, data entry and customer intake. Adept at accurately entering patient information into the computer system, managing patient appointments and verifying insurance eligibility. Committed to maintaining HIPAA compliance, State Compliance and safeguarding sensitive information.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Representative
TD Bank
01.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Facilitated conflict resolution between customers and other departments when necessary, ensuring satisfactory outcomes for all parties involved.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified Fraudulent Activity on Customr Accounts and escalated issues to correct handling departments.
Patient Access Representative
Cooper University Hospital
11.2022 - Current
- Greeted patients and visitors in a courteous and professional manner
- Processed patient admissions, registrations, transfers, and discharges according to established procedures
- Verified insurance coverage for services provided by the facility
- Responded to patient inquiries regarding billing or financial matters
- Ensured accuracy of all data entered into computer system
- Resolved patient billing issues and collected payments
- Demonstrated strong organizational skills by accurately entering patient information into the electronic health record system
- Answered phone inquiries from patients regarding their healthcare needs
General Manager of Operations and Sales
East Coast Auto Exchange
04.2018 - 08.2022
- Developed talented team, participating in hiring, coaching, and performance management processes
- Oversaw daily workflow within the organization while maintaining optimal staffing levels
- Accurately balanced cash drawers, reconciled discrepancies and maintained accurate records of daily transactions
- Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously
- Analyzed quality and performance trends to provide recommendations and action plans for improvement
Bookkeeper
Aston Carter
08.2015 - 03.2018
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable
- Maintained and reconciled general ledger accounts
- Prepared financial statements, including balance sheets, income statements, and statement of cash flows
- Processed accounts payable and receivable transactions
- Assisted with the preparation of budgets and forecasts
- Generated invoices for clients and tracked payments received from customers
- Resolved billing discrepancies with vendors or customers promptly
- Developed internal control procedures to ensure accurate recordkeeping
- Reviewed employee expense reports for compliance with company policies
- Analyzed financial information to recommend or develop efficient use of resources and techniques to improve profitability
Education
BBA - Business Administrations
University of phoenix
Phoenix, AZ05.2021
High School Diploma -
Eastern High School
06.2015
Skills
- Scheduling Diagnostic Procedures
- Product Development
- Strategic Planning
- Customer Needs Assessment
- Business Planning
- Operational Reporting
- Data Mapping
- Cost-Benefit Analysis
- Operations Analysis
- Data Analysis
- Information Collection
- Medical Terminology
- EMR Updating
- Insurance Verification
- Appointment Scheduling
- Registration and Admissions
- HIPAA Compliance
- Quality Assurance
- Customer Service
- Auditing
- Bookkeeping
- Invoice Processing
- Accounting
References
References available upon request
Certification
- Governance, Risk Management, and Compliance Professional(GRCP)- OCEG GRC Certify.
Timeline
Contact Center Representative
TD Bank
01.2024 - Current
Patient Access Representative
Cooper University Hospital
11.2022 - Current
General Manager of Operations and Sales
East Coast Auto Exchange
04.2018 - 08.2022
Bookkeeper
Aston Carter
08.2015 - 03.2018
BBA - Business Administrations
University of phoenix
High School Diploma -
Eastern High School