Charles Robinson
Coraopolis,PA
Overview
7
7
years of professional experience
Work History
PATIENT SERVICES REPRESENTATIVE
UPMC Shadyside Hospital
Pittsburgh, PA
01.2024 - 12.2024
- Oversaw patient registration and discharge processes, ensuring the accuracy of patient demographics and optimizing workflow to enhance operational efficiency
- Spearheaded patient guidance through the healthcare system, providing instructions and supportive care experience across multiple departments
- Guided patients through the use of self-arrival technology that improved patient check-in processes, reduced wait times, and enhanced patient satisfaction
- Conducted comprehensive insurance verification, utilizing both digital and phone-based systems to ensure timely and accurate billing, improving revenue cycle management
- Managed high-volume collections and financial transactions, educating patients on financial responsibility while proactively connecting them with financial advocacy resources
- Oversaw patient enrollment in Biometric Fingerprinting and MyUPMC programs, effectively communicating the benefits and ensuring widespread adoption among patients
- Maintained strict HIPAA compliance by safeguarding sensitive patient information, securing necessary signatures for consent, and overseeing financial responsibility documentation
CUSTOMER CARE ADVOCATE / CUSTOMER SERVICE REPRESENTATIVE (Remote Call Center)
Highmark, Inc.
Pittsburgh, PA
01.2022 - 12.2023
- Provided senior-level customer service leadership by resolving complex customer inquiries and concerns, ensuring accurate processing of insurance services and claims
- Led problem resolution initiatives for high-priority issues, improving response times and customer satisfaction, and ensuring seamless interdepartmental coordination
- Analyzed customer interaction data and service trends to identify areas for improvement, contributing to higher service quality and reduced issue recurrence
- Oversaw the management of sensitive data and communications, ensuring full adherence to customer privacy and confidentiality
CUSTOMER SERVICE REPRESENTATIVE (Remote Call Center)
Ability-Go, LLC
Pittsburgh, PA
01.2022 - 12.2022
- Led outreach efforts for public assistance programs, guiding customers through recertification processes and new applications with clear communication
- Oversaw account management, including account creation, password resets, and application updates, optimizing client experiences
- Developed streamlined processes for customer inquiry resolutions, contributing to greater efficiency
- Maintained high standards of data privacy and HIPAA compliance while fostering transparency with clients
CUSTOMER SERVICE REPRESENTATIVE
Ibex Global Solutions, LLC
Pittsburgh, PA
01.2021 - 12.2022
- Led service delivery for inquiries, product explanations, and account management, ensuring accurate and prompt issue resolutions
- Conducted training and mentorship for junior representatives, improving team expertise and adherence to best practices
- Managed sensitive information in strict compliance with company policies, ensuring customer trust
PATIENT REGISTRATION CLERK
UPMC
, PA
01.2019 - 12.2020
- Streamlined patient intake processes, including registration, discharge, and appointment scheduling, improving efficiency
- Directed insurance verification processes to ensure billing accuracy and minimize claims rejection rates
- Implemented training programs for junior clerks, enhancing overall team efficiency and patient satisfaction
- Played a key role in enhancing patient satisfaction through timely issue resolution and clear communication
- Advocated for patient confidentiality by ensuring strict adherence to HIPAA standards
SUPPORTIVE SERVICE WORKER
Beaver County Rehabilitation Center
New Brighton, PA
01.2018 - 12.2019
- Managed comprehensive care for individuals with intellectual disabilities, fostering a personalized approach to daily activities, mobility, and hygiene
- Worked with healthcare professionals to update care plans and address evolving patient needs
- Maintained a high standard of care and confidentiality, ensuring strict adherence to HIPAA guidelines
Timeline
PATIENT SERVICES REPRESENTATIVE
UPMC Shadyside Hospital
01.2024 - 12.2024
CUSTOMER CARE ADVOCATE / CUSTOMER SERVICE REPRESENTATIVE (Remote Call Center)
Highmark, Inc.
01.2022 - 12.2023
CUSTOMER SERVICE REPRESENTATIVE (Remote Call Center)
Ability-Go, LLC
01.2022 - 12.2022
CUSTOMER SERVICE REPRESENTATIVE
Ibex Global Solutions, LLC
01.2021 - 12.2022
PATIENT REGISTRATION CLERK
UPMC
01.2019 - 12.2020
SUPPORTIVE SERVICE WORKER
Beaver County Rehabilitation Center
01.2018 - 12.2019
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