Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ebony Butler

Ebony Butler

San Antonio

Summary

Healthcare and customer service professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.

With proven track record in delivering exceptional customer service in healthcare industry. Demonstrated ability to effectively manage patient inquiries and resolve issues promptly, contributing to high patient satisfaction. Displayed strong communication and problem-solving skills, ensuring seamless patient experiences and operational efficiency.

Overview

11
11
years of professional experience

Work History

Healthcare Customer Service Representative

Alorica
01.2025 - Current
  • Responded to high volumes of inbound and outbound calls from patients regarding prescription coverage, insurance verification, billing inquiries, and medical records.
  • Scheduled and confirmed appointments, relaying detailed instructions about pre-visit requirements and procedures.
  • Verified patient insurance coverage, eligibility, and co-pay details to ensure smooth billing and minimize claim denials.
  • Assisted with pre-authorizations and explained insurance benefits to patients in clear, patient-friendly language.
  • Handled confidential patient information in compliance with HIPAA regulations.
  • Worked cross-functionally with clinical and billing departments to resolve patient issues promptly and efficiently.
  • Demonstrated empathy and professionalism when supporting patients with sensitive healthcare and billing concerns.
  • Documented all interactions in the Electronic Medical Records (EMR) system with accuracy and attention to detail.
  • Built trust with members by providing empathetic, solution-oriented support.
  • Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.

Healthcare collections agent

One Mnet Health
03.2022 - 12.2024
  • Scheduled patient appointments and confirmed essential details such as date, time, and location.
  • Updated patient data including insurance, medical history, and demographics in EMR systems.
  • Verified insurance coverage and copayment information to ensure accurate billing.
  • Managed collections process for outstanding accounts, ensuring timely follow-up and resolution.
  • Implemented strategies to improve customer communication and increase recovery rates.
  • Assisted patients in understanding copayments, coverage, and claims to reduce confusion and denials.
  • Collaborated with cross-functional teams to resolve complex disputes and enhance customer satisfaction.

Healthcare associate

MCI Technologies
02.2020 - 03.2022
  • Responded to inbound calls related to OnStar services, providing setup support and service recommendations.
  • Managed billing inquiries by contacting patients and insurance companies to resolve outstanding payments.
  • Verified patient information and insurance accuracy; negotiated and monitored payment plans.
  • Coordinated patient scheduling and managed appointment logistics to optimize workflow efficiency.
  • Assisted in electronic health record management, ensuring accuracy and compliance with regulations.
  • Analyzed patient feedback data to identify areas for improvement, driving strategic changes in service delivery processes.

Supervisor/Assistant manager

Loves travel stops
10.2018 - 02.2020
  • Supervised and motivated team members, recognizing achievements and promoting a positive workplace.
  • Oversaw inventory, procurement, scheduling, hiring, and staff training.
  • Delegated responsibilities to improve operational efficiency and team collaboration.
  • Streamlined daily operations to enhance customer service and satisfaction.
  • Trained and mentored new team members to ensure adherence to company policies.
  • Led initiatives aimed at enhancing the overall guest experience at travel stops.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

Kitchen supervisor

Doña Ana County Detention Center
02.2016 - 10.2018
  • Managed daily kitchen operations, ensuring a safe and compliant food preparation environment.
  • Trained and supervised kitchen staff, handling scheduling and employee performance.
  • Supported inmates' well-being by maintaining a consistent and structured routine.
  • Coordinated meal preparation schedules, optimizing workflow efficiency.
  • Supervised kitchen staff, ensuring adherence to safety and sanitation standards.
  • Implemented inventory control measures to minimize waste and reduce costs.
  • Resolved operational issues promptly, fostering a collaborative team environment.

Sandwich artist

Subway
03.2015 - 02.2016
  • Prepared food according to safety standards and maintained cleanliness using FIFO methods.
  • Monitored food temperatures and hygiene in accordance with regulations.
  • Trained new employees, developing teamwork and leadership skills.
  • Maintained cleanliness and organization of workstations, adhering to health and safety standards.
  • Prepared sandwiches and salads to customer specifications, ensuring quality and freshness.
  • Assisted in training new employees on food preparation techniques and customer service protocols.
  • Promoted daily specials and upselling items to enhance customer satisfaction and increase sales.

Education

High School Diploma - Business administration

Strayer university

Diploma - undefined

Centennial high school
01.2017

Skills

  • Leadership and Team management
  • Healthcare collections
  • Insurance verification
  • Customer service
  • Problem solving
  • Communication
  • Attention to detail
  • Critical thinking
  • Project coordination
  • HIPAA compliance
  • Medical billing
  • Call center experience

Timeline

Healthcare Customer Service Representative

Alorica
01.2025 - Current

Healthcare collections agent

One Mnet Health
03.2022 - 12.2024

Healthcare associate

MCI Technologies
02.2020 - 03.2022

Supervisor/Assistant manager

Loves travel stops
10.2018 - 02.2020

Kitchen supervisor

Doña Ana County Detention Center
02.2016 - 10.2018

Sandwich artist

Subway
03.2015 - 02.2016

Diploma - undefined

Centennial high school

High School Diploma - Business administration

Strayer university

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