Ashlie Latimer
Premium Healthcare
Atlanta,GA
10
years of professional experience
Dedicated and customer focused professional with long term experience supporting customers in healthcare, sales, and fast-paced call center environments. Skilled at resolving complex issues, managing high call volumes, coordinating appointments, and delivering exceptional service while maintaining accuracy and professionalism. Recognized for strong communication, active listening, organization, problem-solving, and the ability to build positive customer relationships, with a commitment to exceed performance goals and ensuring excellent customer satisfaction.
Work History
Customer Service Representative
4 Years 6 Months- Coordinating / Modifying appointments while maintaining accurate patient records.
- Coordinate referrals to specialists and communicate referral updates.
- Assisting patients with prior authorizations, by verifying their insurance requirements, reviewing the information needed for requested procedure, gathering and submitting the appropriate documentation, and following up with insurance companies on pending requests, following up with team members and patients in the process.
- Managing high stressed situations / High volume environment effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Develop trust with customers through active listening skills, leading to higher retention rates and positive feedback from patients.
- Maintains a detailed record of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeds quality assurance & performance metrics / KPIs consistently
- Coordinating with providers and internal departments to ensure timely patient care, clear communication, efficient scheduling.
- Maintaining HIPAA compliance while handling confidential patient information.
- Prioritizes urgent requests while managing multiple tasks efficiently.
Customer Service Representative
3 Years 1 Month- Assisted customers via phone, chat, and email with inquiries on orders, returns, shipping, and account concerns, enhancing overall customer satisfaction.
- Resolved customer issues by researching accounts and providing timely solutions.
- Maintained high productivity and quality standards in a fast paced environment, ensuring consistent service delivery.
- Resolved challenging customer situations by demonstrating strong problem solving skills, contributing to improved customer retention.
- Navigated multiple software applications while documenting customer interactions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
2 Years 10 Months- Provided customer support by assisting customers with orders, prescriptions, product information, and account management.
- Resolved customer concerns with empathy and professionalism, enhancing customer satisfaction.
- Managed high call volumes while maintaining quality standards and customer satisfaction.
- Processed order modifications, refunds, and replacements.
- Accurately documented customer interactions.
- Collaborated with team members weekly to improve workflow and customer experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
High School Diploma
Skills
Healthcare service
Appointment scheduling & coordination
Claims and insurance support
CRM & EMR/EHR systems
High volume customer support
Documentation & Data accuracy
Computer proficiency ( Word
Excel
Outlook etc)
Time Management & Task prioritization
Problem solving & conflict resolution
Active listening & effective communication
Remote / Call center communication
Team Collaboration
Adaptability
Attention to Detail
Satisfactory customer service
Service upselling
Dependable & reliable
Organizational & Interpersonal skills
Timeline
Customer Service Representative
Premium Healthcare
02.2022 - CurrentRead More
Customer Service Representative
Amazon
01.2019 - 02.2022Read More
Customer Service Representative
Chewy
03.2016 - 01.2019Read More
Florida Career College
High School Diploma
Read More