Chelsea Mcquarm
Houston,TX
Summary
Proven record of facilitating support services helping manage fast-paced office operations. Dedicated and versatile healthcare patient access representative implementing exceptional customer service to a wide variety of clients. A multitude of versatile skills transfer into any administrative setting to create and maintain high levels of efficiency and productivity. Pragmatic leadership skills by identifying critical issues and developing a strategic plan. Creating and achieving monthly goals by providing a strategic short and long-term improvement and growth plans.
Overview
6
6
years of professional experience
Work History
Patient Access Representative
Memorial Hermann Hospital
06.2023 - Current
- Documented patient counters in hospital system and initiated follow-up actions.
- Counseled patients on potential financial liabilities and payment requirements.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Collected co-pays and other payments from patients at time of service.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Applied HIPAA privacy and security regulations while handling patient information.
Customer Service Representative Lead
AT&T
02.2021 - 06.2023
- Retained customers in loyalty department
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting for team monthly goals.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Helped over 30 participants reach educational goals by 4 weeks.
- Created tests, exercises and role-plays for courses to verify competency.
- Call listen with my team and graded calls to improve goals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Walmart
08.2017 - 11.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Master of Science - Healthcare Administration
Louisiana State University At Shreveport
Shreveport, LA09.2024
Bachelor of Science - HEALTH
Prairie View A & M University
Prairie View, TX12.2021
Skills
- Time Management
- Verbal and Written Communication
- Train Employees
- Problem-Solving
- Team Leadership
- Brand Development
- Performance Metrics
- Sales Strategies
- Sales Expertise
- Typing Proficiency
- De-escalation Techniques
- HIPAA Compliance
- Multitasking and Organization
Timeline
Patient Access Representative
Memorial Hermann Hospital
06.2023 - Current
Customer Service Representative Lead
AT&T
02.2021 - 06.2023
Customer Service Representative
Walmart
08.2017 - 11.2021
Master of Science - Healthcare Administration
Louisiana State University At Shreveport
Bachelor of Science - HEALTH
Prairie View A & M University
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