Aquisha Frazier
Summary
Motivated Customer Service Representative with over 10 years of customer service experience in fast-paced, team-based environments, with proven ability to lead teams, manage escalations, and deliver compassionate patient advocacy while ensuring operational efficiency and regulatory compliance.
Overview
10
10
years of professional experience
Work History
Member Engagement Specialist
BeneLynk
05.2024 - Current
- Guided members on healthcare benefits, enhancing their understanding and utilization of services.
- Coordinated patient scheduling and registration, ensuring a positive first experience for members.
- Ensured HIPAA compliance while handling sensitive patient information and medical records.
- Documented patient interactions and correspondence accurately, supporting compliance and continuity of care.
Customer Service Representative
Charter Spectrum
06.2020 - 07.2024
- Handled 30-60 escalated calls efficiently, while managing 88% accuracy of first call resolution, and maintaining 93% adherence and metric performance
- Troubleshot technical problems for customers via phone, chat, and email, ensuring timely resolutions and enhanced user experience.
- Educated customers on billing, payment processing, and support policies to enhance understanding and satisfaction.
- Monitored team member productivity and provided feedback to improve overall performance and efficiency.
Healthcare Collections Representative
Dst Systems Inc.
11.2018 - 09.2019
- Facilitated 60-80 daily outbound and inbound calls to collect owed debt, enhancing recovery rates.
- Discussed past-due accounts with customers and negotiated payment plans, improving overall collection outcomes.
- Resolved challenging situations using friendly but firm strategies, maintaining positive customer relationships.
- Processed payments and applied to customer balances.
Patient Access Scheduler
ACCU Health Partners
11.2016 - 09.2018
- Coordinated patient scheduling and registration as initial contact for medical office visits, ensuring smooth patient experience.
- Scheduled patient appointments using electronic health record (EHR) systems to optimize clinic workflow.
- Delivered exceptional customer service while collecting essential information for appointment scheduling, registration, and insurance verification.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patients' privacy.
Education
High School Diploma -
Don Bosco Charter
Kansas City, MO05-2007
Skills
- EMR (Epic, ECW, Cerner)
- EHR Systems
- HIPAA Compliance
- Medical terminology
- Patient scheduling
- Customer service
- Account Management
- Microsoft Office
- Computer proficiency
- Effective Communication
Timeline
Member Engagement Specialist
BeneLynk
05.2024 - Current
Customer Service Representative
Charter Spectrum
06.2020 - 07.2024
Healthcare Collections Representative
Dst Systems Inc.
11.2018 - 09.2019
Patient Access Scheduler
ACCU Health Partners
11.2016 - 09.2018
High School Diploma -
Don Bosco Charter