Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Conica Chappell

Carrollton,TX

Summary

Motivated and dependable upcoming Medical Assistant with strong foundational training in clinical and administrative duties. Eager to contribute to patient care, support healthcare teams, and grow within a fast-paced medical environment. Committed to delivering compassionate service and maintaining high standards of confidentiality and professionalism.

Overview

14
14
years of professional experience
1
1
Certification

Work History

CSR/Dispatcher/Team Lead

Hospice Source LLC
12.2018 - 02.2023
  • Coordinated timely delivery, pickup, and maintenance of durable medical equipment (DME) to hospice patients, ensuring compliance with healthcare regulations and patient care standards.
  • Acted as the primary point of contact for hospice agencies, families, and internal departments, providing exceptional customer service and rapid problem resolution.
  • Managed and dispatched delivery technicians across multiple service areas, optimizing routes and schedules to maximize efficiency and meet critical care timeframes.
  • Trained and supervised a team of [#] customer service representatives and dispatchers, fostering a high-performance culture and promoting continuous improvement.
  • Utilized logistics and communication software to monitor real-time operations, track inventory, and maintain accurate records in accordance with HIPAA and company policies.
  • Led daily team huddles and participated in cross-departmental meetings to align service goals, communicate updates, and resolve operational issues.

Customer Service Representative

Catastrophe Management Solutions
08.2016 - 12.2021
  • Delivered high-quality customer service and support to individuals impacted by catastrophic events, including natural disasters and large-scale emergencies.
  • Acted as the first point of contact for policyholders, providing empathetic assistance during stressful situations and guiding them through the claims process.
  • Accurately documented and processed insurance claims in compliance with company policies and regulatory standards.
  • Communicated with adjusters, contractors, and other stakeholders to ensure timely resolution and service continuity.
  • Handled a high volume of inbound and outbound calls with professionalism, meeting strict performance metrics related to call quality, resolution time, and customer satisfaction.
  • Used proprietary claims management systems and CRM software to track case progress, update information, and maintain detailed records.
  • Demonstrated adaptability and resilience while working in fast-paced, high-pressure environments, including emergency deployment scenarios.
  • Participated in regular training to stay current on changing policies, procedures, and compliance regulations relevant to disaster response and insurance services.

Customer Service Representative

Secures Technologies
09.2014 - 12.2015
  • Provided frontline support to clients using secure communications and technology solutions, including correctional facility communication systems.
  • Responded to technical inquiries and service issues with accuracy and urgency, ensuring customer satisfaction and adherence to company protocols.
  • Assisted end-users with troubleshooting hardware and software issues, password resets, account access, and system navigation.
  • Maintained detailed records of customer interactions using internal CRM and ticketing systems to ensure accountability and follow-up resolution.
  • Communicated effectively with facility staff, law enforcement personnel, and end-users to resolve service concerns and ensure system functionality.
  • Collaborated with IT and technical support teams to escalate and resolve complex issues, reducing downtime and improving system reliability.
  • Handled sensitive information in a secure and confidential manner, maintaining compliance with industry regulations and internal privacy standards.
  • Contributed to team quality goals by meeting or exceeding KPIs in areas such as call resolution time, customer satisfaction ratings, and first-call resolution.

Billing & Enrollment Representative

Iqor Call Center
07.2009 - 09.2014
  • Handled billing inquiries and enrollment processes for customers with accuracy and efficiency in a high-volume call center environment.
  • Provided detailed explanations of account balances, invoices, payment options, and enrollment procedures to ensure customer understanding and satisfaction.
  • Processed new enrollments, plan changes, cancellations, and updates while ensuring data integrity and compliance with company and regulatory policies.
  • Resolved account discrepancies and customer concerns by researching system records and collaborating with internal departments.
  • Met or exceeded daily performance metrics, including call handle time, first-call resolution, and customer satisfaction scores.
  • Maintained up-to-date knowledge of plan details, billing systems, and compliance guidelines through regular training and quality assurance feedback.
  • Ensured confidentiality and security of sensitive customer information in alignment with company privacy standards and federal regulations (e.g., HIPAA or PCI, depending on industry).
  • Demonstrated empathy and professionalism while assisting customers with billing concerns, particularly during periods of financial hardship or service disruption.

Education

High School Diploma -

Cross Road Academy High School
Dallas, Texas
06-2022

Skills

  • CPR Certified
  • Anatomy & Physiology
  • Vital Signs
  • Injections
  • Suture Removal
  • HIPPA
  • Instrument Sterilization
  • EKG'S
  • Urinalysis
  • Casting
  • HCT/HGB
  • Customer Service
  • Medical Terminology
  • Venipuncture
  • Microsoft Word
  • Bandaging

Certification

HIPPA Certificate 2025

CPR Certificate 2025

Languages

English

Timeline

CSR/Dispatcher/Team Lead

Hospice Source LLC
12.2018 - 02.2023

Customer Service Representative

Catastrophe Management Solutions
08.2016 - 12.2021

Customer Service Representative

Secures Technologies
09.2014 - 12.2015

Billing & Enrollment Representative

Iqor Call Center
07.2009 - 09.2014

High School Diploma -

Cross Road Academy High School

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