Deneka Gregory
Locust Grove,GA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Out Patient Imaging
Atlanta, GA
10.2023 - 01.2025
- Handled incoming calls and directed callers to appropriate department or employee.
- Performed data entry into computer systems for tracking purposes.
- Coordinated with other departments regarding resources needed for specific projects.
- Resolved customer complaints or answered customers' questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with insurance companies to verify coverage and obtain necessary pre-authorizations.
- Verified appointment times with patients, preparing charts, pre-admission and consent forms.
- Prevented double bookings and set aside appropriate time in between appointments.
- Ensured compliance with HIPAA regulations when handling sensitive information.
- Answered office phones and emails.
- Instructed patients regarding how to prepare for appointments.
- Assisted back office patient processes to reduce office wait times.
- Assisted in verifying patient eligibility and benefits prior to scheduled appointments.
- Assisted patients in navigating healthcare services by providing information on available medical procedures and specialists.
- Assisted patients with canceling and rescheduling appointments.
- Routed calls and correspondence to appropriate medical staff.
- Updated patient information in databases and adhered to confidentiality requirements.
- Double checked medical record databases.
Patient Access Representative
Emory Decatur Hospital
Decatur , GA
02.2022 - 05.2023
- Trained new staff on hospital processes and procedures.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Utilised knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Delivered support to medical staff in completion of patient paperwork.
- Greeted and assisted patients with check-in procedures.
- Resolved patient billing issues in line with established guidelines.
- Maintained business office inventory and equipment by checking stock to determine inventory level, anticipating needed supplies,placing and expediting orders for supplies, verifying receipt of supplies, scheduling equipment service, and repairs.
Customer Service Representative
Valero Gas Station
Rex, Georgia
01.2019 - 02.2022
- Provided primary customer support to internal and external customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Provided exemplary customer service by addressing patron complaints and providing accurate information.
- Performed cash, card and check transactions to complete customer purchases.
- Scheduled and monitored regular vendor deliveries for fuel and store inventory.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Learned duties for various positions and provided backup at key times.
- Confirmed stock levels and expiration dates of merchandise.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Some College (No Degree) - Radiology
Georgia State University
Atlanta, GASkills
- Complaint resolution
- Account updating
- Call logging
- Sales closing
- Resolving issues
- Customer support
- Training experience
- Problem-solving skill
- Customer communications
- Payment processing
- Account management
- Call center customer service
- Answering questions
- Verbal and written communication
- Call center operations
- Data entry
Timeline
Call Center Representative
Out Patient Imaging
10.2023 - 01.2025
Patient Access Representative
Emory Decatur Hospital
02.2022 - 05.2023
Customer Service Representative
Valero Gas Station
01.2019 - 02.2022
Some College (No Degree) - Radiology
Georgia State University