Dawn Conley
Brunswick,GA
Summary
Customer Service Representative with extensive experience in answering phone calls and handling customer inquiries. Proficient in delivering top-notch oral and written communication, active listening, and analytical problem-solving. Adept at enhancing customer experiences through service-oriented behaviors, understanding customer needs, and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Chenega
10.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by providing accurate and timely information on health insurance policies and benefits.
Health Information Specialist II
Ciox Health
06.2023 - 04.2024
- Streamlined the release of information process for patients, ensuring timely access to their medical records while maintaining strict confidentiality
- Developed strong relationships with healthcare providers, fostering effective communication channels to address any concerns related to patient data management or documentation practices
- Organized educational seminars for healthcare providers on proper documentation techniques, leading to more accurate reimbursement claims submissions
- Collaborated with interdisciplinary teams to develop care plans, promoting optimal patient outcomes through accurate documentation and communication
Lead Health Information Specialist
Ciox Health
06.2022 - 06.2023
- Receive and process requests for patient health information in accordance with Company and Facility policies and procedures
- Maintain confidentiality and security with all privileged information
- Maintain working knowledge of Company and facility software
- Adhere to the Company's and Customer facilities Code of Conduct and policies
- Used database to research, gather, analyze and present data
- Streamlined the electronic medical record process by implementing a user-friendly interface and improved search functionality
- Ensured accuracy of patient data entries, leading to reduced discrepancies during insurance claims processing and billing procedures
Customer Service Representative I
Ciox Health
10.2019 - 06.2022
- Receive and process requests for patient health information in accordance with Company and Facility policies and procedures
- Maintain confidentiality and security with all privileged information
- Maintain working knowledge of Company and facility software
- Adhere to the Company's and Customer facilities Code of Conduct and policies
- Inform manager of work, site difficulties, and/or fluctuating volumes
- Assist with additional work duties or responsibilities as evident or required
- Prepares new patient charts, gathering documents and information from paper sources and/or electronic health record
- Ensures medical records are assembled in standard order and are accurate and complete
- Creates digital images of paperwork to be stored in the electronic medical record
- Responds to requests for patient records, both within the facility and by external sources, retrieving them and transmitting them appropriately
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
Education
High School Diploma -
Wayne County High School
01.2010
Skills
- Customer Service
- Call Management
- Call Center Operations
- Data Entry
- Answering Phone Calls
- Customer Inquiries
- Electronic Health Record
- Understanding of HIPAA Standards
- Office Administration
Security Clearance
CAC Card
Timeline
Customer Service Representative
Chenega
10.2024 - Current
Health Information Specialist II
Ciox Health
06.2023 - 04.2024
Lead Health Information Specialist
Ciox Health
06.2022 - 06.2023
Customer Service Representative I
Ciox Health
10.2019 - 06.2022
High School Diploma -
Wayne County High School
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