Candace Lee
Jacksonville,FL
Summary
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. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
- Friendly with 9- year background in customer service positions.
- Provide excellent administrative support and staff coordination.
- Recognized for exemplary great customer service and ability to work in a fast place environment.
- Telecommunications for wide-range of clients
- Microsoft Office, Excel and Outlook
- Manage Inbound and Outbound calls
- Self- Starter with Professional Manner
- Balance and fast hard worker
- Dependable (Patient Access Representative II/Scheduler Pacemaker, DBS, Cardio, Mammogram, and all others), serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism, and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Reliable Medical Records Retrieval Specialist with experience in maintaining confidentiality and organization of medical files. Strengths include deep understanding of HIPAA compliance, technical skills to operate complex records management software, and ability to work effectively under strict timelines. Proven track record in improving efficiency and accuracy in previous roles involving data retrieval and analysis. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
Work History
Medical Records Retrieval Specialist
Randstad Digital(Cotiviti)
Jacksonville, FL
06.2024 - Current
- Maintained records of medical documents in accordance with HIPAA regulations.
- Processed incoming and outgoing medical records requests from physicians, hospitals, and other healthcare facilities.
- Performed daily audits of patient files to ensure accuracy and completeness.
- Assisted in the compilation of data for various reports related to medical records retrieval.
- Conducted periodic review of policies and procedures pertaining to release of information requests.
- Developed tracking systems for monitoring progress on pending requests.
- Managed workflow processes associated with medical record retrieval activities.
- Collaborated with other departments within the organization to facilitate efficient processing times.
- Researched complex cases requiring additional investigation into patient histories.
- Monitored compliance with state and federal laws governing release of protected health information.
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
Patient Care Coordinator
Great Expressions Dental Centers
Jacksonville FL
06.2023 - 03.2024
- Maintains and environment which promotes an outstanding patient experience
- Ensure the office is clean & presentable on a daily basis
- Ensure daily and weekly schedules are filled according to companied protocols
- Places reminder calls to patients to ensure they are committed their appointments
- Participates in morning huddles
- Posts charges and payments in proper systems
- Sets up accounts and make charts for new patients
- Assists patients with completion of required paperwork
- Coordinate front and back office patient flow and notify back office team of each patients arrival
- Coordinate front and back office patient flow and notify back office team of each patients arrival.
- Answers phones, emails and faxes to ensure all patient needs and inquires are followed up on and completed in a timely manner.
- Maintains strict compliance with Federal, State and other regulations (OSHA,WC,Dental Board, HIPAA, ADA,DOL, Company policies &procedures)
- Other tasks as requested by direct manager
Patient Access Representative II/Scheduling Coordinator
Baptist Health Central Contact Call Center
Jacksonville, FL
11.2022 - 04.2023
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Registered and scheduled patients accurately and efficiently while utilizing multiple systems.
- Maintained a strong understanding of State and Federal regulations.
- Protected patient privacy in accordance with HIPPA guidelines.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Organized patient records and database to facilitate information storage and retrieval.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Scanning documents
- Posting charges and payments
- Telephone protocols
- Assisting patients as needed
- Scheduling Pacemakers, Cardio, Mammograms, DBS, and all other procedures.
- Answering incoming and outbound calls
Customer Service Representative
Alorica
10.2021 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicate via inbound and/or outbound telephone calls, emails, or chat with customers.
- Responds to customer inquires and resolve problems.
- Use computerized system for tracking, information gathering and/or trouble- shooting issues to provide high quality customer experience.
- Follow up in timely manner to ensure customer satisfaction.
Customer Service Specialist II
One Call Management(Contractor)
03.2021 - 09.2021
- Processing claims, negotiating settlements, verifying insurance coverage, and reviewing insurance cases.
- Resolve claims in timely manner.
- Uphold relationships and communication with insurance departments and clients.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Angel Kids Pediatrics
Front Desk Office
09.2019 - 01.2020
- Responded to emergency situations to resolve immediate safety concerns or direct appropriate personnel for resolution.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Worked flexible hours; night, weekend, and holiday shifts.
- Uphold relationships and communication with insurance departments and clients.
- Welcome and greet new arrivals, pleasantly, confirm reservations and identification update customer accounts,
- Properly answer multiline phone systems and greet callers enthusiastically.
Inbound Customer Service Representative
Hinduja Global Solutions, HGS
01.2019 - 06.2019
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
Collections Representative
Bank Of America (Contractor)
10.2018 - 12.2018
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Recorded all information regarding financial status of customers.
- Used skip tracing resources to locate debtors and updated information in company system.
Customer Service Representative
Randstad(Contractor)
05.2018 - 08.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
Customer Service Sales Representative
InComm( Temp To Hire)
08.2014 - 11.2014
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Answer inbound customer service phone inquires related to InComm financial service cards.(GPR, Single Load, B2B rewards, Toll and Wireless) in accordance with Financial Services Customer Service Manuel; or related training material.
- Chargebacks, disputes potential (fraud, etc.)
- Document Cardholder Customer Service activities.
- Follow escalation events procedures in accordance with Financial Services Customer Service Manuel.
Education
GED -
Florida State College At Jacksonville –(FSCJ)
Jacksonville, FL06.2005
Skills
- Creative Problem Solving
- Responding to Difficult Customers
- Multitasking and Prioritization
- Upselling Products and Services
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Order and Refund Processing
- Customer Data Confidentiality
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- De-escalation Techniques
- Verbal and Written Communication
- Proactive Self-Starter
- Data Entry and Maintenance
- Patient and Empathetic
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Establishing and Maintaining Customer Relationships
- Business Development
- Call Volume and Quality Metrics
- Time Management
- Computer Proficiency
- Complex Product Knowledge
- Multi-Line Phone Systems
- Inbound and Outbound Calling
- Cultural Awareness and Sensitivity
- Billing Adjustments and Refunds
- Demographics Information
- Medical Terminology
- Payment Processing
- Patient Registration
- Eligibility Determinations
- Customer Satisfaction
- Insurance Company Knowledge
- Team Leadership
- Information Collection
- Electronic Health Records Systems
- Team Collaboration
- Insurance Verification
- Fee Collection
- Patient Admission
- Phone and Email Etiquette
- Appointment Confirmation
- Outbound Calling
- Registration Processing
- Accounts Payable and Accounts Receivable
Timeline
Medical Records Retrieval Specialist
Randstad Digital(Cotiviti)
06.2024 - Current
Patient Care Coordinator
Great Expressions Dental Centers
06.2023 - 03.2024
Patient Access Representative II/Scheduling Coordinator
Baptist Health Central Contact Call Center
11.2022 - 04.2023
Customer Service Representative
Alorica
10.2021 - 03.2022
Customer Service Specialist II
One Call Management(Contractor)
03.2021 - 09.2021
Angel Kids Pediatrics
Front Desk Office
09.2019 - 01.2020
Inbound Customer Service Representative
Hinduja Global Solutions, HGS
01.2019 - 06.2019
Collections Representative
Bank Of America (Contractor)
10.2018 - 12.2018
Customer Service Representative
Randstad(Contractor)
05.2018 - 08.2018
Customer Service Sales Representative
InComm( Temp To Hire)
08.2014 - 11.2014
GED -
Florida State College At Jacksonville –(FSCJ)
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