Coleisha Thomas
Gonzales
Summary
Directed patient care initiatives, leveraging five years of remote work expertise to uphold compliance with HIPAA regulations.,Oversaw database systems and developed de-escalation strategies to elevate customer service standards through CRM software.,Cultivated a collaborative environment and promoted critical thinking to enhance operational efficiency and ensure data integrity.
Overview
5
5
years of professional experience
Work History
Customer Care Representatives
Medical Transportation Management
St. Louis
10.2024 - Current
- Provided compassionate support to patients during transport, enhancing their comfort and fostering a positive experience.
- Developed a tracking system for patient transport, enhancing operational efficiency and improving overall service quality.
- Maintained accurate logs of patient transport schedules, ensuring timely arrivals and reducing delays.
- Evaluated patient feedback to identify service gaps, leading to actionable improvements in transport protocols.
Provider Customer Service Representative
Broadpath
Phoenix, Arizona
04.2024 - 11.2024
- Processed claims and coordinated with providers, payers, and other third parties as necessary.
- Participated in training sessions as needed to stay current on industry trends and best practices related to Provider Services Representative duties.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
- Ensured compliance with HIPAA regulations while handling confidential patient information.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Patient Program Assistant Counselor
Broadpath
Phoenix, Arizona
10.2023 - 03.2024
- Exceeded customers' expectations through a compassionate approach; assessed their needs, assigned priorities, and triaged information to appropriate resources to help facilitate access to the medications and therapies they need.
- Functioned in a multi-disciplinary team and provided education about specific program services that are offered for a specific pharmaceutical product.
- Assisted with ad-hoc projects and cross-trained within the patient support call center environment.
Customer Service Representative
First Source
Louisville, KY
07.2021 - 11.2023
- Handled inbound and outbound calls from patients' physicians and referral sources to ensure patient satisfaction, troubleshoot new and existing patient concerns, add services, verify, and explain insurance coverage to patients.
- Resolved patient issues and ensured accurate reorder processing via phone, document processing, and medical record validation.
- Maintained a strong understanding of medical documentation, insurance requirements, and company procedures.
- Obtained and processed authorizations for reorders.
Customer Service Specialist
Teleperformance
Killeen, Texas
11.2022 - 08.2023
- Processed inbound calls for the state of New Jersey.
- Made demographic changes, PCP changes, submitted billing tickets.
- Submitted TPL/COB tickets, added newborns under accounts, verified eligibility, provided tech support, etc.
Customer Care Representative
Firstsource Solutions
Remote
07.2021 - 08.2022
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Provided product knowledge and support to customers, ensuring accurate information delivery.
- Collaborated with team members to streamline processes, improving response times for customer queries.
- Trained new employees on company policies and customer service best practices, fostering a supportive work environment.
Education
Associate of Science - Medical Billing And Office Specialist
Ultimate Medical Academy
Clearwater, FL07.2021
High School Diploma - Legal Studies
Dutchtown High School
Geismar, LA05.2014
Skills
- Assisted in resolving conflicts and reducing tensions through effective de-escalation techniques
- Contributed to remote teams by efficiently managing workflows and communication
- Utilized Microsoft Office tools to support daily operations and enhance productivity
- Supported database management activities to maintain accurate and organized records
- Promoted data accuracy by implementing validation checks and regular audits
- Adhered to HIPAA compliance standards in all patient-related communications
- Adapted to changing work environments and priorities with flexibility
- Engaged customers by providing prompt assistance and addressing inquiries
- Applied CRM software to track customer interactions and improve service delivery
- Collaborated with team members to achieve shared goals and enhance project outcomes
- Prioritized tasks effectively to meet deadlines and maintain workflow
- Demonstrated emotional intelligence by recognizing and responding to team dynamics
- Handled calls with professionalism, ensuring customer satisfaction
- Utilized critical thinking skills to identify issues and develop solutions
- Executed problem-solving strategies to address challenges efficiently
Timeline
Customer Care Representatives
Medical Transportation Management
10.2024 - Current
Provider Customer Service Representative
Broadpath
04.2024 - 11.2024
Patient Program Assistant Counselor
Broadpath
10.2023 - 03.2024
Customer Service Specialist
Teleperformance
11.2022 - 08.2023
Customer Care Representative
Firstsource Solutions
07.2021 - 08.2022
Customer Service Representative
First Source
07.2021 - 11.2023
Associate of Science - Medical Billing And Office Specialist
Ultimate Medical Academy
High School Diploma - Legal Studies
Dutchtown High School