Carmen Larson
Raleigh,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to promote Wake County's Core Values .
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Wake County Health And Human Services
11.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Participated in team meetings and training sessions to stay informed about updates and changes.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Learned duties for various positions and provided backup at key times.
Patient Access Representative
Wake County Health And Human Services
11.2016 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Resolved patient billing issues in line with established guidelines.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
Education
No Degree -
Johnston County Community College
Smithfield NC 04.2007
High School Diploma -
Mt Pisgah Academy
Candler, NC05.1980
Skills
Bilingual, English /Spanish
- Value diversity
Possess strong interpersonal skills and excellent oral and written communication skills
Demonstrate excellent customer service skills
Have the ability to work well both independently and in teams
Skilled in taking initiative, is confident and proactive
Able to develop and maintain strong relationships with clients by listening to the client/customer and understanding and responding to identified needs Great Telephone Etiquette
Able to handle frequent client contact
Proficient in NC FAST and OnBase or proficient with a document management software system
Timeline
Customer Service Specialist
Wake County Health And Human Services
11.2022 - Current
Patient Access Representative
Wake County Health And Human Services
11.2016 - Current
No Degree -
Johnston County Community College
High School Diploma -
Mt Pisgah Academy