Catera Horrice
Memphis,TN
Summary
Dynamic healthcare customer service professional with proven success at Everise, adept at enhancing patient satisfaction through effective communication and empathy. Skilled in HIPAA compliance and appointment coordination, I streamlined processes, reducing wait times by 15%. Committed to delivering exceptional support while ensuring data security and privacy, in addition to healthcare professional 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
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Everise
Remote
01.2023 - 06.2025
- Resolved customer inquiries regarding healthcare services, ensuring accurate information delivery.
- Assisted patients in navigating insurance claims and benefits processes to enhance satisfaction.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Call Center Representative
Teleperformance
Remote
06.2019 - 11.2022
- Provided outstanding customer service to patients, providers, and pharmacies through inbound and outbound calls.
- Educated patients on insurance plans, coverage details, and eligibility requirements
- Assisted members with appointment scheduling and care coordination, ensuring timely access to healthcare services.
- Used electronic health records (EHR) systems and Microsoft Office tools to document interactions accurately.
- Managed a high call center volume efficiently while maintaining quality metrics and customer satisfaction scores.
- Ensured timely member and or provider calls-back for any concerns they have on claims, premiums, policies benefits etc.
- Collaborated with team members to streamline processes, reducing appointment wait times by 15%.
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
Data Entry Associate
Greater Home Health Services
Remote
02.2018 - 04.2019
- Executed accurate data entry tasks while maintaining a high level of attention to detail.
- Streamlined data processing workflows to enhance overall efficiency and reduce errors
- Developed training materials for new team members, improving onboarding
experience and knowleage transter - Conducted regular audits of data entries to ensure compliance with quality standards and accuracy
- Demonstrated adaptability by quickly learning new software applications as needed to support evolving business needs.
Education
Kipp High School
Memphis, TNSkills
- Healthcare Customer Support
- HIPAA Compliance & Privacy
- Data Entry & Documentation
- Microsoft Office Suite (Outlook, Word)
Appointment Scheduling &
Coordination
Protection
- Multitasking & Time Management
- Empathy & Active Listening
- Remote Work & Secure Environment
- Ability to work remotely in a private, secure workspace
- Communication Skills
- Problem-Solving
Timeline
Healthcare Customer Service Representative
Everise
01.2023 - 06.2025
Call Center Representative
Teleperformance
06.2019 - 11.2022
Data Entry Associate
Greater Home Health Services
02.2018 - 04.2019
Kipp High School