Summary
Overview
Work History
Education
Skills
Timeline
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Audreanna Porterfield

Montgomery

Summary

Dynamic Healthcare Customer Service Representative with a proven track record at Teleflex, excelling in conflict resolution and EHR management. Recognized for building empathetic client relationships and enhancing operational efficiency, I consistently exceeded service standards while ensuring HIPAA compliance and optimizing patient support through effective communication and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Healthcare Customer Service Representative

Teleflex
03.2022 - 05.2024
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Investigated and resolved accounting, service and delivery concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Customer Service Representative

Teleflex
06.2016 - 03.2022
  • Responded to customer requests for products, services, and company information.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Created and maintained detailed database to develop promotional sales.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Education

CAVER HIGH SCHOOL
MONTGOMERY,AL
05-2023

Skills

  • EHR management
  • Record maintenance
  • Referral coordination
  • Stress tolerance
  • Call center experience
  • Follow-up skills
  • Claims processing
  • Medical billing
  • Insurance verification
  • HIPAA compliance
  • Appointment scheduling
  • Patient identity verification
  • Eligibility determination
  • Relationship building
  • Data entry
  • Electronic health records
  • Records maintenance
  • Verbal and written communication
  • Policy understanding
  • Conflict resolution
  • Insurance company billing
  • Insurance billing
  • Friendly and outgoing
  • Statistical data management
  • Quality assurance
  • Payment processing
  • Medical coding
  • Formularies
  • Customer follow-up
  • Problem-solving
  • Work quality evaluation
  • Customer service
  • Team leadership
  • Phone and email etiquette

Timeline

Healthcare Customer Service Representative

Teleflex
03.2022 - 05.2024

Customer Service Representative

Teleflex
06.2016 - 03.2022

CAVER HIGH SCHOOL

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Audreanna Porterfield