Courtney Jacobs
Summary
Detail-oriented Customer Service Representative with over 5 years in healthcare support and client relations. Expertise in resolving account issues, processing payments, and supporting benefits inquiries while ensuring HIPAA compliance. Proficient in Salesforce, Five9, Avaya, WFM, Workday, Remote Desktop, and Microsoft Office Suite. Manages high-volume interactions with a focus on delivering effective, solution-oriented service.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Everise
12.2025 - 01.2026
- Provided accurate benefit information and efficiently resolved patient inquiries, contributing to high customer satisfaction
- Maintained high customer satisfaction through clear, empathetic communication
- Monitored and updated order statuses via Remote Desktop, ensuring timely delivery and enhancing customer experience
- Processed OTC orders and activated benefit cards in Salesforce and WFM tools to support customer needs
Customer Service Representative
Robert Half (Contract)
07.2025 - 11.2025
- Resolved billing issues for customers using Avaya and Salesforce, ensuring accurate account management
- Answered product-related questions by coordinating with manufacturers, enhancing customer satisfaction
- Issued change orders to customers, facilitating seamless communication between customers and providers
- Facilitated deposits for ongoing projects and verified payment statuses
- Provided documentation and receipts in a timely manner to maintain compliance
Customer Service Representative
NexRep
03.2023 - 06.2025
- Consistently exceeded performance metrics and customer satisfaction goals
- Resolved claims issues, escalating urgent concerns to appropriate teams for timely resolution
- Educated members on services and coverage, enhancing understanding of wellness benefits
- Exceeded performance metrics and customer satisfaction goals, contributing to team success
Healthcare Scheduler
LiveOps
04.2022 - 03.2023
- Scheduled appointments and intake interviews to optimize patient flow using Salesforce, WFM, and scheduling software
- Conducted outreach to confirm insurance and appointment details, ensuring accurate patient information and preparation
- Managed scheduling systems via CRM tools and Remote Desktop to enhance operational efficiency
- Provided professional, compassionate communication to patients
Client Service Specialist
Rural Health Group
Dallas
01.2018 - 02.2022
- Enhanced patient satisfaction through proactive follow-up
- Managed accounts and processed service requests while updating insurance information to ensure accurate patient records
- Collaborated with billing and care teams to efficiently resolve patient issues and enhance service delivery
- Enhanced patient satisfaction through proactive follow-up that addressed concerns and ensured timely resolutions
Education
High School Diploma - Education
The Governor Morehead School
Raleigh, NC 02.2003 - 06.2008
Skills
- Customer Service
- Call center operations
- Call handling
- Complaint resolution
- Account Resolution
- Billing Support
- Payment Processing
- Order Management
- Order processing
- Payment Management
- CRM Systems
- Salesforce
- Salesforce knowledge
- Five9
- Avaya
- Chat Support
- Call Support
- Billing operations
- Remote Desktop
- Data Entry
- Multi-line telephone operations
- Metrics achievement
- Time management
- Task management
- Task prioritization
- Workforce Management
- RMA management
- Benefits Support
- Member account management
- Tracking complaints
- Relationship management
- Relationship building
- Proactive follow-up
- Customer education
- Communication
- Problem resolution
- Problem Solving
- De-escalation techniques
- Coordination
- Multitasking and organization
- Typing 65 wpm
- Microsoft Office Suite
- Microsoft office expertise
- Team collaboration
- Regulatory Compliance
- Compliance reporting
- Microsoft office expertise
- Multi-line telephone operations
- Multitasking and organization
- Product education
- Task management
- Communication
- Complaint resolution
- Typing 65 wpm
Certification
Microsoft Word Certification, Demonstrated proficiency in document creation, formatting, and editing
Timeline
Customer Service Representative
Everise
12.2025 - 01.2026
Customer Service Representative
Robert Half (Contract)
07.2025 - 11.2025
Customer Service Representative
NexRep
03.2023 - 06.2025
Healthcare Scheduler
LiveOps
04.2022 - 03.2023
Client Service Specialist
Rural Health Group
01.2018 - 02.2022
High School Diploma - Education
The Governor Morehead School
02.2003 - 06.2008