Bianca Freeman
Columbus,GA
Summary
I’m a professionalism known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
11
11
years of professional experience
Work History
Healthcare Customer Service Representative
Cardinal Health
2021.10 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Responded proactively and positively to rapid change.
Healthcare Customer Service Representative
Anthem
2020.09 - 2021.09
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Collections Agent
First Credit Services
2019.05 - 2021.10
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound/inbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
CSR, Sales
DIRECTV
2014.04 - 2019.05
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
Education
Diploma -
Carver High School
Columbus, GA05.2005
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Data entry proficiency
- Policy adherence
- Stress tolerance
- Empathy and patience
- Strong interpersonal skills
- Patient payment processing
- Multitasking and organization
- Customer service
- Problem-solving
- Team collaboration
- Phone and email etiquette
- Patient education
- Conflict resolution
- Policy understanding
Timeline
Healthcare Customer Service Representative
Cardinal Health
2021.10 - Current
Healthcare Customer Service Representative
Anthem
2020.09 - 2021.09
Collections Agent
First Credit Services
2019.05 - 2021.10
CSR, Sales
DIRECTV
2014.04 - 2019.05
Diploma -
Carver High School