Debria Simpson
San Antonio,TX
Summary
Customer Service Specialist with 20 plus years bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Adapted at handling a wide range of contact methods while accurately interviewing patients and or demographics, documenting customer issues and providing first class service with quality, dignity, empathy and compassion with every interaction. Accomplished in recording accurate information while exceeding customer's expectations in high-volume call center. Gifted in keeping sensitive and confidential information private. Willingness to take on added responsibilities to meet team goals and Proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission.
Overview
15
15
years of professional experience
Work History
Participant Services Representative
Accenture Federal Services Company
San Antonio, TX
08.2022 - 12.2022
- Answered high volume inbound calls from home base for US Department of Education Federal student loan forgiveness program in timely and professional manner and created positive experience for each caller.
- Assisted callers to navigate into department of education website step by step and how to apply and to check on their status of eligibility.
- Ability to successfully assist with caller's passwords and or unlock their accounts.
- Strong commitment to listening to caller's to understand reasons for their calls, addressed all questions and concerns accordingly and provided accurate and efficient response and also followed through to assure that appropriate changes were made to resolve participant concerns.
- Logged and recorded all caller's calls, interactions, transactions, inquiries, complaints or comments and as well as actions taken in company's computers operating system and created cases as needed for further reviews.
- Ability to successfully adapt multiple screens and or different applications.
- Ensured I rapidly responded to emails and established clear communication cadences.
- Monitored my personal performances related to department performance target and insured I met service level and quality requirements on daily basis.
- Promoted superior experience by paying attention to special needs or wants of customers and addressing customers concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity
- Exhibited high energy and professionalism when dealing with clients and staff
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Increased efficiency and team productivity by promoting operational best practices
- Delivered prompt service to prioritize customer needs
- Investigated and resolved customer inquiries and complaints quickly
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Responded proactively and positively to rapid change
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Cross-trained and provided backup support for organizational leadership
Patient Services Representative
Christus Santa Rosa Hospital, Westover Hills
San Antonio, TX
09.2019 - 08.2022
- Greeted and assisted patients with check-in procedures excellent interpersonal, communication skills and facilitated welcome at time of contact
- Ensured professionalism, behavior, and listen attentively to patients needs to ensure positive customer service and outcome
- Demonstrated advanced communication and interpersonal skills with all levels of internal and external customers and communicated directly with patients and families, physicians, nurses, insurance companies
- Responsible for taking calls and scheduled patients clinic appointments in computer in high volume fast pace call center environment in positive manner
- Assisted patients with any questions, concerns, medication, refills request and or sending messages to appropriate providers or clinical team.
- Ensured that all data entry including patients demographics and patients financial information for each account is accurately entered into computer system and verified complete insurance benefits and contact health insurances for eligibility, medical benefits and authorizations
- Obtained medical referral authorizations and obtained prior authorizations and benefits eligibility verification for patients in prompt and accurate manner to allow services to be rendered in timely manner
- Checked in and out patients for their doctors appointments
- Determined appropriate fees of co-payments, deductibles, coinsurance or prior owed balances for services rendered and post all charges to patients accounts
- Resolved billing inquiries and disputes in timely fashion
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Balanced deposits and credit card payments each day.
- Maintained appropriate levels of cash in drawers each day.
- Assisted patients in filling out check-in and payment paperwork
- Delivered support to medical staff in completion of patient paperwork packets
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Managed patient pre-registered and registration process, confirming data accuracy and completeness
- Processed medical records requests, assuring release only to appropriate parties proper authorization
- Coordinated scheduling for patient follow-up appointments in accordance with physician requests.
- Followed document protocols of HIPPA to safeguard confidentiality of patient records
- Delivered support to medical staff in completion of patient forms
- Managed patient registration process, confirming data accuracy and completeness
- Resolved billing inquiries and disputes in timely fashion
- Trained new staff on filing, phone etiquette and other office duties
- Facilitated communication between patients and various departments and staff
- Responded to inquiries by directing calls to appropriate personnel
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Verified patient insurance eligibility and entered patient information into system
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Helped address client complaints through timely corrective actions and appropriate referrals
- Recommended service improvements to minimize recurring patient issues and complaints
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Handled customer service inquiries in person, via telephone and through email
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Resolved customer complaints using established follow-up procedures
- Took copayments and compiled daily financial reports
- Investigated insurance claims denials and appeals
- Organized patient records and database to facilitate information storage and retrieval
- Balanced deposits and credit card payments each day
- Followed document protocols to safeguard confidentiality of patient records
Unit Multi-Skilled Clerk II Labor & Delivery
HCA Riverside Community Hospital
Riverside, CA
01.2008 - 09.2019
- Established primary contact with patents, family members and visitors and ensured comfort and essential needs were met by providing exceptional customer support and identified and clarified available services needed.
- Initiated triage processes to streamline patients care and concerns.
- Checked in patients by registering with most updated information, admitting, transferring and or discharging patients in computer.
- Managed patients information and prepared required forms for patients charts or medical records while ensuring adherence to strict HIPAA regulations.
- Monitored and maintained patient call light system for unit and relayed patient's concerns to their appropriate staff member in timely manner.
- Managed multi line telephone calls in superior professional manner and handled patient inquiries.
- Scheduled special procedures cesarean surgeries, inductions and clinical procedures for department.
- Implemented doctors orders for patients into computer system.
- Collected patients weight, height and temperatures data.
- Implemented patient billing and charges for department efficiently into computer system in timely manner on daily basis.
- Ran special reports for department.
- Accurately maintained patient log books for out patients encounters, and all patients deliveries.
- Notified housekeeping of delivery rooms and operating rooms that needed cleaning.
- Received and routed laboratory results to correct clinical staff.
- Prepared and processed patient referrals and transfer requests.
- Processed patient bills and payments, double checking information for accuracy.
- Performed various administrative tasks by filing, copying and faxing documents.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environment.
- Adhere to AIDET communications such as Acknowledged, Introduced, Duration, Explanations and Thank You.
- Patient Monitoring
- Worked well in team setting, provided support and guidance.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Ran errands and provided general office support in professional environment.
Education
Some College (No Degree) - Business Communications
Riverside City College
Riverside, CASkills
- Microsoft Excel
- EMR Systems
- Insurance Verification
- Medical Billing
- Medical Terminology
- Epic Computer System
- Athena
- Phone Etiquette
- Medical records
- Issue and Complaint Resolution
- Administrative and Office Support
- Policy and Procedure Adherence
- Understanding Customer Needs
- Active Listening
- Customer Satisfaction
- Call Center Operations
- High-Volume Environments
- Support Services
- Microsoft Office
- Service Accounts
- Efficient Service
- Patient Observation
- Call Control
- Client Relationships
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Participant Services Representative
Accenture Federal Services Company
08.2022 - 12.2022
Patient Services Representative
Christus Santa Rosa Hospital, Westover Hills
09.2019 - 08.2022
Unit Multi-Skilled Clerk II Labor & Delivery
HCA Riverside Community Hospital
01.2008 - 09.2019
Some College (No Degree) - Business Communications
Riverside City College
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