Cassandra C. Thomas
Albion,USA
Summary
Experienced Customer Service Agent with over 17 years in healthcare support, adept at enhancing patient satisfaction through advanced communication and HIPAA compliance. Skilled in medical billing, financial management, and EHR systems, committed to driving operational excellence and improving client interactions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Agent
TTEC
01.2019 - 12.2024
- Enhanced client satisfaction by resolving complex queries.
- Managed high call volumes with efficient scheduling.
- Clarified medical benefits to improve client understanding.
- Facilitated precise patient billing, while ensuring HIPPA compliance.
- Streamlined processes to reduce wait times significantly.
Customer Service Representative
DialAmerica
Oak Brook, IL
03.2013 - 12.2019
- Delivered outstanding customer care during COVID-19 Era with prompt action on customer issues and one-stop resolution regarding their stimulus benefits.
- Answered inbound calls from individuals receiving unemployment benefits and assisted with the help of navigating the website for benefits.
- Updated account information, verified cardholder's personal information, uploaded documents into the UI (Unemployment Insurance) system and provided excellent customer service information to the client regarding the status of their account. Responded to questions regarding denials, balances and new cards.
Senior Transaction Processor
Xerox
Memphis, TN
01.2008 - 01.2015
- Received mail for Chapter 13 Trustees from clients, entered data, protected information and posted payments. Scanned into Trustees accounts, balanced cash, checks, money orders at end of shift day and completed daily transactions.
- Prepared deposits, sorted and filed deposit slips and checks. Followed company policies and procedures. Placed outbound calls as needed and answered inbound calls on a daily basis.
- Verified correct and entered data from source documents into computer base.
- Updated the process and procedures for adhering to regulatory compliance ensuring passed successfully.
In Home Care Provider
Self Employed
Memphis, TN
01.2008 - 03.2013
- Documented client's care tasks, regulated and tracked vitals using a blood pressure monitor. Recorded body temperatures of client's with a digital thermometer, resulting in early detection of a fever.
- Used glucose monitor to track blood sugar levels daily to prevent diabetic episodes. Managed medication to ensure client's safety, reduced medication errors, and improve health outcomes.
- Provided persistent emotional support. Assured cleanliness and hygiene of the client's home by regularly keeping up with housekeeping duties leading to enhancement of living conditions.
- Placed outbound calls to healthcare providers office to schedule appointments and lab work. Contacted pharmacies via phone to arrange prescription pick-up by dates and times. Verified insurance coverage, processed co-payments, established and maintained records of patient. Handled scheduling for patient activities to ensure proper and balanced time management.
Education
Associate's Degree - Health Care Management, Science in Healthcare Management
Ultimate Medical Academy
Clearwater, FL11.2022
Skills
- Patient Care
- Medical Records
- Medical Terminology
- Medical Office Experience
- Microsoft Word (10 years)
- Medical Billing and Coding
- Microsoft Powerpoint
- ICD-10
- Phone Etiquette
- Typing (10 years)
- In Home Care Provider (5 years)
- Records Management
- Medical Transcription
- Microsoft Office (10 years)
- HIPAA Compliance (10 years)
- Clinical Experience
- Communication skills
- Customer Service Experience
- QuickBooks
- Management
- Anatomy Knowledge
- Financial Management
- Medical Billing
- Epic
- EMR Systems
- Content Management Systems (3 years)
- Microsoft Outlook
- Quality Assurance
- Medical Receptionist
- Administrative Experience
Certification
- Certified Medical Administrative Assistant
- January 2009 to Present
Additional Information
- Motivated Healthcare Manger eager to transition into opportunities to use strong organizational and communication , commitment to quality patient care and adaptability in a challenging healthcare role caring for patients.
- Managed changing priorities and high stress situations in a fast-paced environment while showing empathy and understanding to patients.
Timeline
Healthcare Customer Service Agent
TTEC
01.2019 - 12.2024
Customer Service Representative
DialAmerica
03.2013 - 12.2019
Senior Transaction Processor
Xerox
01.2008 - 01.2015
In Home Care Provider
Self Employed
01.2008 - 03.2013
Associate's Degree - Health Care Management, Science in Healthcare Management
Ultimate Medical Academy