BIANCCA MAYERS
Newark
Summary
Customer Service Representative with experience in both in person and remote setting, managing patient inquiries, resolving issues and providing information on healthcare services. Strong communication skills and ability to maintain positive relationships with patients, families and medical staff. Proven record of improving customer satisfaction and streamlining processes for better efficiency in healthcare environments.
Overview
1
1
year of post-secondary education
10
10
years of professional experience
Work History
Administrative Assistant
Advanced Care Oncology and Hematology
Springfield
01.2024 - Current
- Coordinated patient scheduling for oncology and hematology consultations and treatments.
- Managed electronic health records and ensured accurate patient information entry.
- Assisted in preparing documents for insurance verification and prior authorizations.
- Communicated with healthcare providers to facilitate patient referrals and follow-ups.
- Supported administrative staff with appointment reminders and patient outreach initiatives.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Handled incoming calls and directed callers to appropriate department or employee.
Customer Service Representative
Horizon BCBSNJ
Newark
10.2018 - 04.2024
- Resolved customer inquiries through phone and email communication.
- Assisted customers with product selection and troubleshooting issues.
- Collaborated with team members to improve service processes.
- Handled escalated customer complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted customers with insurance inquiries and policy information.
- Processed claims and provided status updates to clients.
- Resolved customer complaints and ensured satisfaction with services.
- Processed new policy applications and updated existing policy documents.
- Developed strong relationships with clients by providing exceptional customer service.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
Call Center Representative
RadNet
Clifton
08.2019 - 03.2023
- Coordinated scheduling for patient appointments across multiple facilities.
- Handled customer inquiries through phone and email channels.
- Documented customer interactions in the company database for tracking purposes.
- Escalated complex issues to appropriate departments for further assistance.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Patient Service Representative
Cardiopulmonary Diagnostic
Elizabeth
07.2020 - 01.2023
- Managed patient scheduling and appointment confirmations efficiently.
- Coordinated communication between patients and medical staff seamlessly.
- Processed patient inquiries and resolved issues promptly and professionally.
- Educated patients on procedures, services, and insurance options clearly.
- Provided support during patient check-ins, ensuring a welcoming environment.
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments.
- Assisted with scheduling follow-up appointments according to provider availability.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Greeted patients upon arrival and directed them to the appropriate area.
- Maintained a clean and organized reception area.
- Reviewed patient accounts for accuracy on a regular basis.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Implemented patient satisfaction surveys to identify areas for improvement.
Medical Receptionist
American Women's Services
Elizabeth
08.2016 - 11.2018
- Greeted patients and provided exceptional customer service at a women's health clinic.
- Scheduled appointments and managed the front desk efficiently for optimal patient flow.
- Verified insurance information and processed patient records accurately and confidentially.
- Assisted patients with forms and guided them through office procedures seamlessly.
- Managed phone calls, addressed concerns, and directed inquiries to appropriate staff members.
- Implemented office protocols to enhance workflow and improve patient satisfaction levels.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Processed referrals for specialist care when requested by physicians or patients.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
Education
Associate of Applied Science - Health Administration
Berkeley College
Woodland Park, NJ 09.2024 - 01.2026
HIGH SCHOOL DIPLOMA -
Halsey Leadership Academy
Elizabeth, NJSkills
- Medical Terminology
- Team Collaboration
- Staff Management
- Remote Setting
- HIPAA
- Medical Billing
- Customer Service
- Health Safety
- Medical Administration
- EHR
Timeline
Associate of Applied Science - Health Administration
Berkeley College
09.2024 - 01.2026
Administrative Assistant
Advanced Care Oncology and Hematology
01.2024 - Current
Patient Service Representative
Cardiopulmonary Diagnostic
07.2020 - 01.2023
Call Center Representative
RadNet
08.2019 - 03.2023
Customer Service Representative
Horizon BCBSNJ
10.2018 - 04.2024
Medical Receptionist
American Women's Services
08.2016 - 11.2018
HIGH SCHOOL DIPLOMA -
Halsey Leadership Academy