dorothy randall
Alvin,Texas
Summary
Dynamic Healthcare Customer Service Representative with proven expertise at Kelsey-Seybold Clinic in enhancing patient satisfaction and ensuring HIPAA compliance. Skilled in insurance verification and adept at managing challenging conversations with empathy. Achieved increased first-call resolution rates by actively listening and addressing patient inquiries effectively.
Overview
16
16
years of professional experience
Work History
Healthcare Customer Service Representative
KELSEY-SEYBOLD CLINIC
03.2023 - 01.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
SPECIAL NEEDS TRANSPORTATION MONITOR
Conroe ISD
03.2018 - 05.2023
- Promoted safety of students on and off bus by identifying potential conflicts.
- Developed strong rapport with patients and families, addressing any concerns or questions related to monitoring procedures and equipment usage in a compassionate manner.
- Attended to needs of students and informed school personnel of unusual behavior or health problems.
- Monitored conduct of students on school buses to maintain discipline and safety.
Front Desk Receptionist
H&r Block
11.2008 - 04.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained confidentiality of sensitive data to protect customer and business information.
Education
Certificate of Technical Studies - MEDICAL CODING
MONTGOMERY COLLEGE
Conroe, TXCertificate of Technical Studies - DATA ENTRY
I.T.T
Houston, TX02-1990
High School Diploma -
JESSE H. JONES HIGH SCHOOL
Houston, TX05-1982
Skills
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Data entry proficiency
- Customer service
- Call screening
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Timeline
Healthcare Customer Service Representative
KELSEY-SEYBOLD CLINIC
03.2023 - 01.2025
SPECIAL NEEDS TRANSPORTATION MONITOR
Conroe ISD
03.2018 - 05.2023
Front Desk Receptionist
H&r Block
11.2008 - 04.2018
Certificate of Technical Studies - MEDICAL CODING
MONTGOMERY COLLEGE
Certificate of Technical Studies - DATA ENTRY
I.T.T
High School Diploma -
JESSE H. JONES HIGH SCHOOL
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