Asia Franklin
Beaumont,TX
Summary
Customer Service 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, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Flexible hard worker ready to learn and contribute to team success.
Accommodating Patient Service Representative offers account management, data entry and customer service paired with proficiency in Microsoft Word and Excel. Greets and checks in patients and verifies correct patient information. Communicates with customers in courteous, respectful manner.
Motivated professional with background supporting patient medical needs by verifying insurance, scheduling appointments, and organizing documents. Forward-thinking and resourceful with good interpersonal skills, strong attention to detail and upbeat mentality. Advanced abilities in healthcare billing and scheduling software.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
Oak Street Health
Beaumont, TX
04.2024 - Current
- Greeted patients upon arrival and answered any questions they had about their visit.
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated patient files in accordance with company policy and procedure guidelines.
Healthcare Customer Service Representative
Sagility
Beaumont, TX
06.2022 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Provided primary customer support to internal and external customers
- Exhibited high energy and professionalism when dealing with clients and staff
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Collected payments from patients and entered them into the billing system accurately.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Responded promptly to emails, voicemails, and faxes from customers seeking assistance or advice.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Updated patient files in accordance with company policy and procedure guidelines.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Scheduled appointments for patients using the electronic health records system.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
CSR, Sales
TTEC
Beaumont, TX
01.2022 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
CSR, Sales
Focus
Beaumont, TX
02.2020 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded to customer requests for products, services, and company information
- Tracked customer service cases and updated service software with customer information
- Provided primary customer support to internal and external customers
- Delivered prompt service to prioritize customer needs
- Provided customer service and technical support to customers via phone, email, live chat, and social media.
- Maintained records of customer interactions, transactions, comments and complaints.
- Followed up with customers to ensure their satisfaction with products or services they received.
- Generated sales leads through cold calling and outbound calls in order to increase revenue growth.
- Developed and maintained relationships with existing customers in order to facilitate repeat business opportunities.
- Responded promptly to all incoming sales inquiries from potential customers.
- Analyzed customer feedbacks and surveys data in order to identify trends in customer preferences and interests.
- Gathered market intelligence on competitors' activities including pricing structure, promotional campaigns.
- Performed account maintenance duties such as updating customer information in CRM system.
- Created detailed reports regarding sales performance metrics such as daily call volumes and average handle time.
- Processed orders accurately and efficiently according to established procedures and timelines.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
Certified Correctional Officer
TDCJ
Beaumont, TX
06.2018 - 12.2020
- Searched cells of inmates to identify and confiscate contraband and other prohibited items
- Escorted inmates to and from cells, court, hospitals, and medical appointments
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers
- Conducted routine and emergency head counts
- Prepared, processed and maintained forms, reports, logs, records, and activity journals
- Tracked inmates through head counts, visitor logs, and scheduled activities
- Observed behavior of residents individually and in groups
- Completed intake paperwork, fingerprints, and searches
- Provided guidance and support to inmates to help reintegrate in society and establish new beginnings
- Assisted in development of procedures and policies to maintain peace and order in facility
- Inspected work sites and crew trucks for contraband, cleanliness, and safety
- Interviewed inmates to obtain information and assess needs
- Received and accounted for personal possessions and determined inmate work assignments
- Booked new inmates into facility and processed inmates for release
- Identified needed updates to correctional plans and assigned inmates to appropriate housing
Education
High School Diploma -
Central High School
Beaumont, TX06.2008
Skills
- Oral communication
- Written communication
- Active listening
- Analytical problem-solving
- Service-oriented behaviors
- Customer desires understanding
- Customized solutions
- Customer satisfaction
- Customer service best practices
- Service delivery
- Multitasking
- Professional relationships
- Profitability
- Business results
- Leadership
- Problem-solving
- Operations streamlining
- Cost reduction
- Organizational efficiency
- Independent decision-making
- Sound judgment
- Team player
- Rapport building
- Quality
- Speed
- Process optimization
- Relationship development
- Partnership cultivation
- Business growth
- Credit Card Payment Processing
- Order Fulfillment
- Microsoft Excel
- Microsoft Word
- Report Preparation
- Report Transcription
- Customer Relations
- Health Research
- Health Information
- Customer Satisfaction
- Manual Testing
- Patient Information
- Healthcare Operations
- Data Entry
- Medical Insurance Billing
- Health Education
- Patient confidentiality
- Insurance Verification
- Claims Processing
- Record maintenance
- Medical billing knowledge
- Follow-up skills
- Medical terminology knowledge
- Policy Adherence
- Appointment Scheduling
- Strong interpersonal skills
- Data entry proficiency
- Call center experience
- Patient identity verification
- Scheduling Diagnostic Procedures
- Post-Discharge Care Coordination
- Customer Service
- Insurance company knowledgeable
- Quality Assurance
- HIPAA Compliance
- Training Coordination
- Financial Procedures Adherence
- Patient check-in
- Pre-Admission Requests
- Patient Education
- Problem-Solving
- Work Quality Evaluation
- Insurance Billing
- Phone and Email Etiquette
- Medical Billing
- System Updating
- Team Leadership
- Payment Processing
- Fee Collection
- Flexible Schedule
- Call Screening
- Team Collaboration
- Information Collection
- Eligibility Determination
- Patient Registration
- Formularies
- Scheduling
- Product Knowledge
- Call Management
- Consultative Sales
- Inbound and Outbound Calling
- Customer Education
- Positive and professional
- Computer Proficiency
- De-Escalation Techniques
- Banking operations support
- Money handling abilities
- Call Center Operations
- Problem-solving abilities
- Technical Support
- Escalation management
- Opening and closing accounts
- Member account management
- 10-Key
- Microsoft Office expertise
- POS systems expert
- Multi-line telephone operations
- Microsoft PowerPoint
- Microsoft Outlook
- Live chat support
- Travel Planning
- Credit card payment processing
Timeline
Healthcare Customer Service Representative
Oak Street Health
04.2024 - Current
Healthcare Customer Service Representative
Sagility
06.2022 - 04.2024
CSR, Sales
TTEC
01.2022 - 06.2022
CSR, Sales
Focus
02.2020 - 12.2021
Certified Correctional Officer
TDCJ
06.2018 - 12.2020
High School Diploma -
Central High School