Chaumeika Bussey
Missouri City
Summary
Proven Customer Service Representative at Trilegiant Corporation, adept in conflict resolution and critical thinking, significantly enhancing customer loyalty and repeat business. Answer high volume incoming calls and persuaded the customer to keep their membership. Skilled in Microsoft Office Suite and active listening, my expertise contributed to streamlining operations and improving patient satisfaction rates at Houston Methodist Hospital. Achievements include developing solutions that turned potential negative feedback into positive testimonials, showcasing my ability to build strong customer relationships. Meticulous, patient focus Certified Medical Assistant 20+years in the medical field and 16+in Customer Service providing a variety of healthcare and customer service
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Trilegiant Corporation
12.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Answering incoming calls. Persuade customers to keep their membership with the company.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated incoming calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
NRCMA, Patient Access Representative
Deans Professional Services-Houston Methodist Hosp
08.2018 - Current
- Improved patient satisfaction by efficiently managing appointment scheduling and registration processes.
- Managed high-stress situations calmly while juggling multiple priorities simultaneously during peak periods of activity or emergencies at the medical facility.
- Collaborated with multidisciplinary teams to provide exceptional care and a positive experience for patients.
- Assisted in reducing administrative errors through meticulous attention to detail in data entry tasks related to billing codes, service charges, and demographics.
- Insurance verification, prior authorizations for medications and test, scheduling patients follow up appointments, schedule new patient appointments, scheduled ancillary appointments ie mammograms, xrays, MRIs, and CT scans. Streamlined workflow for medical staff by effectively coordinating patient referrals and authorizations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Assisted in the development and implementation of new policies, procedures, and guidelines to improve overall efficiency and patient satisfaction rates.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Administer vaccinations, run urinalysis, pregnancy tests
- Promoted a welcoming atmosphere for all patients by addressing their needs professionally while maintaining a compassionate demeanor.
- Contributed to the facility''s reputation for quality care by consistently exceeding customer service expectations through prompt assistance and problem resolution efforts.
- Established rapport with patients from diverse backgrounds through effective listening skills and clear communication techniques.
- Maintained accurate patient records, ensuring timely access to vital information for healthcare professionals.
- Fostered a positive workplace environment by actively participating in team meetings, sharing ideas for improvement, and offering support to colleagues when needed.
- Supported hospital administration by contributing to policy development, procedure updates, and staff training initiatives.
- Streamlined workflow for medical staff by effectively coordinating patient referrals and authorizations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Taught patients and families to use at-home medical equipment.
Certified Medical Assistant
ProHealth Staffing
10.2007 - 08.2018
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Collected and documented patient medical information such as blood pressure and weight.
- Reduced wait times for patients by maintaining an organized schedule and swiftly preparing examination rooms.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Contributed to a welcoming atmosphere at the practice by greeting patients warmly upon arrival, checking them in efficiently, and answering any questions they had about their visit or overall healthcare needs.
- Taught patients about medications, procedures, and care plan instructions.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Prepared and administered medications to alleviate patient symptoms.
- Improved patient satisfaction by providing efficient and accurate medical assistance during appointments.
- Coordinated with other healthcare professionals for patient referrals, ensuring a seamless transition and continuation of care.
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Directed patients to examining rooms and coordinated transportation assistance as necessary.
- Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
- Increased patient safety by meticulously following infection control protocols and maintaining a sterile environment.
- Consistently maintained up-to-date certifications, demonstrating dedication to professional development and quality patient care.
- Facilitated continuity of care through proper scheduling of follow-up appointments based on physician recommendations.
- Educated patients on preventative care measures, effectively reducing the risk of future health complications.
- Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Optimized inventory management, ordering supplies as needed while minimizing waste and adhering to budget constraints.
- Implemented improvements in workflow processes that led to increased productivity amongst staff members.
- Expedited insurance claims processing by verifying coverage details and submitting accurate documentation in a timely manner.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Measured patient pulse oximetry.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
Education
BBA - Business Administration And Management
Strayer University
Virginia, NE06-2018
Associate of Business Administration - Medical Assistant
Strayer University
Virginia, NE12-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Building rapport
- Technical support
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Order fulfillment
- Assertiveness
- Store maintenance
- Reading comprehension
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Stock management
- Service standard compliance
- Escalation management
- Shipping and logistics
- Sales closing
- Information security
- Product education
- Delivery scheduling
- Receiving support
- Call triaging
- Record preparation
Timeline
Customer Service Representative
Trilegiant Corporation
12.2021 - Current
NRCMA, Patient Access Representative
Deans Professional Services-Houston Methodist Hosp
08.2018 - Current
Certified Medical Assistant
ProHealth Staffing
10.2007 - 08.2018
BBA - Business Administration And Management
Strayer University
Associate of Business Administration - Medical Assistant
Strayer University
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