Charllotte Ayuk
Plano,IL
Summary
Dedicated Customer Service Representative with expertise in both healthcare and technical support, committed to delivering exceptional service and ensuring customer satisfaction. Skilled in customer service best practices, with a talent for identifying and implementing effective solutions across diverse customer needs. Known for a solution-oriented, attentive approach that consistently elevates the customer experience.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
VISTAS Healthcare
08.2023 - Current
- Assisted with the opening of new accounts and processed account maintenance requests.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Manage a high volume of inbound calls from patients regarding appointment scheduling, insurance inquiries, and billing issues, achieving a resolution rate of over 90%.
- Assist patients in scheduling, rescheduling, and confirming appointments with healthcare providers, often using specialized healthcare software
- Guide patients through insurance coverage questions, claim submissions, payment options, and billing clarifications, ensuring transparency.
- Follow industry regulations and company policies, including HIPAA, to protect patient information and comply with legal standards.
Technical Support Specialist
John Hopkins Hospital
10.2021 - 05.2023
- In-depth Understanding of computer hardware, software, and networking concepts, as well as experience with troubleshooting technical issues
- Ability to listen to and understand customer needs, communicate effectively, and provide excellent customer service
- Ability to identify and resolve technical issues using a systematic and logical approach
- Communicate technical information to non-technical customers in a clear and concise manner
- Ability to prioritize and manage multiple tasks effectively and meet tight deadlines
- Able to maintain a positive and professional even in challenging situations and provide empathetic support to customers
- Adaptable to learn and adapt quickly to new technologies and processes
- Very attentive to details and Ability to pay close attention and follow established procedures
- Excellent documentation skills being able to accurately document technical issues, solutions, and customer interactions
- Skilled in troubleshooting and resolving issues related to People soft and Remedy Force software
- Proficient in using Zen-desk ticketing system to manage and track customer service requests and incidents
- Experienced in managing Active Directory to maintain user accounts, permissions, and security policies
- Knowledgeable in configuring and maintaining VPNs using Cisco and Pulse Secure
- Proficient in using Microsoft Windows operating system, Microsoft Outlook, and MS Office
- Experienced in using web-based ticketing applications such as Remedy and Service-Now to manage customer service requests
- Experienced in configuring and troubleshooting Lotus Notes and Microsoft Outlook email systems
- Handled 40+ calls daily, with duties including signing up new customers, retrieving consumer data, presenting relevant product information, and cancelling services
- Act as first point of contact for customers seeking help with products and technical assistance
Client Support Specialist
DC Dept of Health
07.2020 - 09.2021
- Process and submit 152 claims per month to various insurance providers, achieving a 85% approval rate on first submission.
- Review and analyze patient records and medical coding to ensure accurate billing and compliance with HIPAA regulations.
- Resolve billing discrepancies and issues with insurance companies, leading to a 80% reduction in denied claims.
- Assisted patients in understanding their insurance benefits, providing guidance on available financial assistance programs when needed.
Customer Service Specialist I
Maxim Healthcare
12.2018 - 06.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Improved customer service wait times to mitigate complaints.
Education
High School Diploma -
Princeton High School
Princeton, TX01-2017
Skills
- Anti-virus
- SCCM
- CRM
- Salesforce
- Appointment Scheduling
- Insurance Verification
- Claims Processing
- Multitasking and Organization
- Adaptability and Flexibility
- Live Chat
- Remedy Force
- Zendesk
- Active Directory
- Cisco AnyConnect
- Pulse Secure
- Freshdesk
- Microsoft Windows
- VPN
- Microsoft Outlook
- MS Office
- Service-Now
- Windows
- Data Entry
- Customer Service
- Microsoft Office
- Call Center Operations
- Complaint resolution
Additionalinformation - Softskills
- Adaptability
- Teamwork
- Prioritization
- Active Listening
- Attention to detail
- Positive demeanor
- Documentation skills
- Written and spoken Communication
Timeline
Healthcare Customer Service Representative
VISTAS Healthcare
08.2023 - Current
Technical Support Specialist
John Hopkins Hospital
10.2021 - 05.2023
Client Support Specialist
DC Dept of Health
07.2020 - 09.2021
Customer Service Specialist I
Maxim Healthcare
12.2018 - 06.2020
High School Diploma -
Princeton High School
Similar Profiles
MOHAMED RAFEEK MOHAMED ANASMOHAMED RAFEEK MOHAMED ANAS
Fleet Coordinator Defense & Government- U.S BASE at VISTAS GLOBALFleet Coordinator Defense & Government- U.S BASE at VISTAS GLOBAL
Tina SinickiTina Sinicki
Scorer at Educational Vistas, IncScorer at Educational Vistas, Inc
Chintan BhavsarChintan Bhavsar
Logistics Officer at NUVOCO VISTAS CORP. LTD.Logistics Officer at NUVOCO VISTAS CORP. LTD.
Marcus WilliamsMarcus Williams
SENIOR OPERATIONS MANAGER at FACTOR 75 (HELLOFRESH)SENIOR OPERATIONS MANAGER at FACTOR 75 (HELLOFRESH)
Luis TrenadoLuis Trenado
Reach Truck Operator at RJWReach Truck Operator at RJW