Apifani Denise English
Atlanta,GA
Summary
Organized Patient Service Representative with 4 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
UnitedHealth Group
01.2022 - 01.2023
- Managed 30 high call volumes, assisting patients with pre-registration and scheduling appointments
- Provided support for troubleshooting and problem resolution, ensuring patient satisfaction
- Maintained accurate healthcare documentation and ensured compliance with HIPAA regulations.
- Increased first-call resolution rates by carefully listening to patient needs and providing accurate information based on their inquiries.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Customer Service Representative
Sykes Enterprises, Inc. (Turbo Tax)
03.2019 - 12.2021
- Delivered high-quality customer service, ensuring compliance with industry standards and regulations
- Managed client interactions to resolve issues efficiently and effectively.
- 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.
- Handled escalated 20 plus calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Front Desk Manager
Caduceus USA
10.2017 - 01.2019
- Managed front desk operations, including scheduling appointments and pre registering
- Answered and triaged 20 plus calls to ensure timely and appropriate patient care
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Worked closely with other departments to resolve complex scheduling conflicts or accommodate special requests from patients or physicians.
Customer Service Representative
Walmart
08.2013 - 04.2017
- Provided front-line customer service, addressing inquiries and resolving issues in a timely manner
- Supported inventory management and quality assurance processes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed 20 plus emails, calls and customers
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Hospitality Associate
Studio 6 Hotel
12.2010 - 05.2013
- Performed various roles including front desk operations and housekeeping, ensuring a safe and sanitary environment
- Delivered exceptional service to guests, including those with special needs or healthcare requirements.
- Coached new team members on hotel procedures and policies, contributing to a cohesive work environment that prioritized teamwork.
- Conducted regular inventory checks of supplies, maintaining optimal stock 30 plus levels for efficient daily operations.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
Education
Bachelor of Business Administration (BBA) -
Mercer University
Atlanta, GA03.2023
Some College (BA) - Business
Strayer University
Atlanta, GA02.2020
High School Diploma -
Tucker High School
Tucker, GA01.2008
Skills
- Patient Communication & Support
- High Call Volume Management
- Pre-registration & Scheduling
- Customer Service: 10 years
- Healthcare Documentation
- Microsoft Word & Office: 10 years
- Organizational Skills: 10 years
- Leadership & Team Management: 8 years
- HIPAA Compliance Awareness
- Problem Resolution & Troubleshooting
- Salesforce & CRM: 3 years
- Healthcare Inventory Management
- Insurance Verification
- Appointment Scheduling
- Healthcare industry understanding
- Customer Service
Certification
- Georgia Youth on Pride #1 (Awarded June 2001)
- Customer Focus & Orientation (Completed July 2021): Responding to customer situations with sensitivity.
- Supervisory Skills: Motivating & Assessing Employees (Completed November 2021): Motivating others and identifying improvements.
Assessments
- Customer Focus & Orientation (Completed July 2021)
- Supervisory Skills: Motivating & Assessing Employees (Completed November 2021)
Timeline
Healthcare Customer Service Representative
UnitedHealth Group
01.2022 - 01.2023
Customer Service Representative
Sykes Enterprises, Inc. (Turbo Tax)
03.2019 - 12.2021
Front Desk Manager
Caduceus USA
10.2017 - 01.2019
Customer Service Representative
Walmart
08.2013 - 04.2017
Hospitality Associate
Studio 6 Hotel
12.2010 - 05.2013
Bachelor of Business Administration (BBA) -
Mercer University
Some College (BA) - Business
Strayer University
High School Diploma -
Tucker High School