Davonna Cox

• Assisted stat with resolving complex customer issues and implementing targeted solutions
• Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
• Documented customer correspondence in CRM to track requests, problems and solutions
• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and service
• Guided customers through troubleshooting, navigating the company website/mobile app using the products or service using digital tools
• Assisted customers by providing confirmations, answering questions and offering general information.

•Greets patients in a polite and professional manner on the telephone.
•Answers and screens all telephone calls appropriately and independently while scheduling appointments, creating telephone encounters and forwarding them to the appropriate personnel within one business day
•Registers new patients in eClinicalWorks and verifies that existing patient registration is complete and all appropriate information are obtained for the patient account
•Monitors and responds in a timely manner to patient voicemails daily or as assigned.
•Monitors and responds to telephone encounter queue daily or as assigned.
•Monitors actions queue and calls patients to schedule follow-up appointments daily or as assigned.
•Verifies patients’ insurances and determines any charges/copayments.
•Marks appointment statuses appropriately.
•Monitors and responds in a timely manner to patient voicemails, telephone encounters, and actions daily or as assigned.
•Secures patient information and maintains patient confidence by completing and safeguarding medical records and keeping patient information confidential.
•Effectively uses de-escalation skills to manage any customer service problems with patients on non-clinical issues, troubleshoots the problem works to find a solution, and contacts supervisor for further assistance if an immediate solution is not available

- Schedule follow-up appointments, and procedures for new and established patients
- Collect, update, and verify the accuracy and completeness of patient demographic and insurance information.
- Inform management and clinical staff of any canceled, add-on, or changed procedures
- Provide exceptional customer service and ensure patient satisfaction
- Collaborate with healthcare team members to ensure efficient and effective patient care
- Maintain an orderly and secure system for creating and storing patient charts
- Perform other duties as assigned by the Office Manager

Technical Support Provider

• Assist customers with ongoing support, troubleshooting issues, and training related to the TruBridge RCM software.
• Keep situations/support cases updated according to team policies
• Resolve situations or complete implementations with assistance
• Receive feedback from customers and co-workers constructively
• Conduct client training/support according to team policies
• Maintain strong written and oral communication skills

Customer Care Specialist

• Answer incoming calls via computer software to assist those in immediate need
• Research information in databases to resolve customer issues
• Handle multiple responsibilities simultaneously
• Demonstrate listening skills, empathy, and compassion to callers in need

Customer service representative

• Handle and carefully respond to all customer inquiries
• Provide excellent customer service through active listening
• Work with confidential customer information and treat it sensitively
• Aim to resolve issues on the first call by being proactive
• Appropriately communicate with customers
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required