Dy’Mond Jones
Fort Belvoir,VA
Summary
Professional intake specialist with robust background in client assessment and support services. Demonstrates exceptional team collaboration and adaptability, ensuring reliable performance in dynamic environment. Skilled in effective communication, empathetic client interaction, and detailed case documentation. Known for achieving positive outcomes and consistently meeting organizational goals.
Overview
6
6
years of professional experience
Work History
Medicaid Intake Worker
Pitt County Government
06.2024 - 01.2025
- Enhanced client satisfaction by conducting thorough intake interviews and gathering accurate information.
- Conducted effective follow-ups with clients after initial intake appointments, ensuring ongoing support and addressing any emerging needs or concerns.
- Maintained strict confidentiality of sensitive client information, adhering to ethical guidelines and organizational policies at all times.
- Developed strong rapport with clients from diverse backgrounds through cultural sensitivity and respect during the intake process.
- Increased case management effectiveness with timely data entry of client information into relevant systems.
- Managed high-pressure situations effectively while working under tight deadlines during busy periods in the intake department, prioritizing tasks efficiently without compromising quality of service.
Customer Service Representative
Direct Interactions
01.2022 - 06.2024
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Medical Customer Service Representative
Convergys
03.2019 - 12.2021
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs.
Education
Certificate - Income Maintenance Caseworker- NCFAST
Pitt Community College
Winterville, NC12-2023
National Career Readiness Certificate (NCRC) - GOLD
Pitt Community College
Winterville, NC11-2023
Certificate - Human Services Exploration: DSS Caseworker
Pitt Community College
Winterville, NC10-2023
Skills
- Professionalism and ethics
- Data entry proficiency
- Follow-up skills
- Cross-cultural sensitivity
- Client intakes
- Confidentiality practices
- Policy understanding
- Computer literacy
- Conflict resolution
- Medical terminology
- Problem-solving abilities
- Teamwork and collaboration
- Multi-line phone operations
Timeline
Medicaid Intake Worker
Pitt County Government
06.2024 - 01.2025
Customer Service Representative
Direct Interactions
01.2022 - 06.2024
Medical Customer Service Representative
Convergys
03.2019 - 12.2021
Certificate - Income Maintenance Caseworker- NCFAST
Pitt Community College
National Career Readiness Certificate (NCRC) - GOLD
Pitt Community College
Certificate - Human Services Exploration: DSS Caseworker
Pitt Community College
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