ASJA JAMES
Decatur,GA
Summary
Dynamic Patient Communication Specialist with a proven track record at Pediatric Ear, Nose, and Throat of Atlanta. Expert in appointment scheduling and insurance verification, enhancing patient satisfaction through advanced communication techniques. Recognized for optimizing workflows and resolving complex issues, ensuring a seamless experience in high-volume environments.
Overview
11
11
years of professional experience
Work History
Patient Communication Specialist
Pediatric Ear, Nose, and Throat of Atlanta
Atlanta, Georgia
08.2025 - Current
- Patient Check-In / Check-Out & Appointment Scheduling
- High-Volume Call Handling & Multiline Phones
- Insurance Verification, Referrals, & Co-Pay Collection
- Managed appointment scheduling and cancellations to enhance clinic operations.
- Acted as a liaison between parents, clinical staff, and physicians to resolve patient inquiries, prescription refills, and urgent needs.
- Streamlined patient flow by executing tasks with accuracy and speed in a high-volume environment.
Assistant Manager
QuikTrip (QT)
01.2023 - 08.2025
- Deliver outstanding customer experiences, improving satisfaction scores (CSAT) by 20%
- Manage high-volume daily interactions, showcasing skills applicable to medical front desk operations
- Train team members on service techniques, reducing negative feedback by 30%
- Resolve escalated concerns with a 98% success rate
- Oversaw cash handling and reconciliation with complete accuracy
- Maintained organized workflows in fast-paced environments, ensuring operational efficiency and accuracy
Shift Manager
Target
05.2021 - 01.2023
- Supervised team performance to uphold high service standards in fast-paced environment
- Streamlined front-end operations to enhance customer flow and reduce wait times
- Supported high-volume customer service operations through effective multitasking and organization
- Ensured compliance with safety and cleanliness standards (100% audit pass rate)
Customer Service Specialist
Walmart
08.2018 - 05.2021
- Educated customers on services, driving program enrollments by 25%
- Managed online orders, pickups, and customer inquiries, ensuring timely fulfillment and satisfaction
- Assisted 75-100+ customers daily, mirroring high patient volume environments
- Trained new employees on customer service best practices, enhancing team knowledge and consistency
Call Center Agent
State Farm
04.2015 - 08.2018
- Managed high-volume inbound calls, resolving billing, claims, and policy inquiries to enhance customer satisfaction
- Consistently provided professional, empathetic customer interactions
- Exhibited strong communication and problem-solving skills to navigate structured environments and address customer needs
- Maintained accurate records and updated customer information systems to support effective service delivery
Education
Bachelor of Science - Integrated Health Science
Kennesaw State University
Kennesaw, GA05-2027
Associate Degree - Nursing Transfer Pathway
East Georgia State College
Swainsboro, GA05-2020
Skills
- Advanced Communication Techniques
- Management
- Sales target achievement
- Patient Check-In / Check-Out
- Appointment Scheduling
- High-Volume Call Handling
- Insurance Verification
- Referrals
- Co-Pay Collection
- Electronic Health Records (EHR) Systems
- Medical Terminology
- HIPAA Compliance
- Confidentiality
- Administrative Support
- Front Desk Operations
- Customer Satisfaction Optimization
- Complex Problem Resolution
Accomplishments
- Employee of the Month - Outstanding service and leadership
- State Farm Customer Service Excellence Award
- Team Member of the Quarter - High performance in service and operations
Timeline
Patient Communication Specialist
Pediatric Ear, Nose, and Throat of Atlanta
08.2025 - Current
Assistant Manager
QuikTrip (QT)
01.2023 - 08.2025
Shift Manager
Target
05.2021 - 01.2023
Customer Service Specialist
Walmart
08.2018 - 05.2021
Call Center Agent
State Farm
04.2015 - 08.2018
Bachelor of Science - Integrated Health Science
Kennesaw State University
Associate Degree - Nursing Transfer Pathway
East Georgia State College