Apiffany Staples
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized Patient Service Representative with 5 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. Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Comcast, Xfinity
Houston, TX
08.2021 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Identified, analyzed, and researched systemic issues and made recommendations for resolution.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Molina Healthcare
Houston, TX
11.2021 - 10.2023
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Identified, analyzed, and researched systemic issues and made recommendations for resolution.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Customer Service Representative
Sutherland Global Technologies
Chicago, IL
04.2019 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Education
High School Diploma -
Dobie High School
Houston, TX05.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Microsoft Excel
- Problem Resolution
- Payment Processing
- Client Relations
- Medical terminology knowledge
- Appointment Scheduling
- Patient confidentiality
- Healthcare industry understanding
- HIPAA Compliance
- Insurance Billing
- Medical Billing
- Customer Support
- Inbound phone calls
- Call Center Operations
Timeline
Customer Service Representative
Molina Healthcare
11.2021 - 10.2023
Customer Service Representative
Comcast, Xfinity
08.2021 - 11.2023
Customer Service Representative
Sutherland Global Technologies
04.2019 - 10.2022
High School Diploma -
Dobie High School