April White
Ellicott City,MD
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Liveops
02.2020 - 07.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Maintained up-to-date knowledge of product and service changes.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Investigated and resolved accounting, service and delivery concerns.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Patient Support Specialist
Kelly Temporary Services
03.2018 - 08.2020
- Served as a liaison between patients, families, physicians, and other healthcare professionals to facilitate clear communication.
- Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Implemented effective follow-up procedures to monitor patient progress and ensure timely interventions when necessary.
- Improved patient communication by developing informational materials on treatment options and procedures.
- Maintained accurate patient records, ensuring data confidentiality and HIPAA compliance.
Healthcare Customer Service Representative
Alorica
09.2015 - 04.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Researched and resolved billing discrepancies to enable accurate billing.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- FSA/HSA claims processing for clients and patients who need assistance.
- Facilitated staff training on new billing software, enhancing team productivity and billing accuracy.
Home Care Provider
Stella Maris Nursing Home
09.2014 - 06.2017
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Maintained accurate patient records, documenting daily activities, progress, and any changes in health conditions.
- Provided transportation and appointments management.
- Administered medications in accordance with doctor's instructions.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
Education
Associate of Science - Business Administration And Management
Howard Community College
Columbia, MD06.2012
Skills
- Active Listening
- Critical Thinking
- Computer Proficiency
- Microsoft Excel
- Microsoft Outlook
- Product Sales
- Sales expertise
- Call center experience
- Payment Processing
- FSA/HSA claim processing
- Electronic Health Records
- Mental Health Assessment
Timeline
Customer Service Representative
Liveops
02.2020 - 07.2024
Patient Support Specialist
Kelly Temporary Services
03.2018 - 08.2020
Healthcare Customer Service Representative
Alorica
09.2015 - 04.2019
Home Care Provider
Stella Maris Nursing Home
09.2014 - 06.2017
Associate of Science - Business Administration And Management
Howard Community College