Ebony Rucker
Memphis,TN
Summary
Dedicated customer service representative with expertise in problem-solving and effective communication. Committed to delivering exceptional patient care and ensuring customer satisfaction through attention to detail and organizational skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Rotech Healthcare
Memphis, Tennessee
02.2025 - Current
- Assisted customers with inquiries about healthcare services and products.
- Processed orders and managed customer accounts efficiently.
- Coordinated with healthcare providers to ensure timely service delivery.
- Resolved customer complaints through effective communication and problem-solving.
- Educated customers on product usage and safety instructions.
- Handled billing inquiries and provided payment assistance to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
Intake Coordinator
Methodist Le Bonheur Healthcare
Memphis, Tennessee
09.2020 - 01.2025
- Coordinated patient intake processes for diverse healthcare services.
- Managed appointment scheduling and patient follow-up communications.
- Assisted patients with insurance verification and eligibility checks.
- Collaborated with medical staff to ensure accurate patient information collection.
- Maintained electronic health records with attention to detail and compliance.
- Facilitated communication between patients and healthcare providers efficiently.
- Supported team training initiatives for new intake procedures and policies.
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Created individualized service plans for each client based on their unique needs and goals.
- Ensured compliance with relevant regulations pertaining to the provision of services.
- Met regularly with clients to review progress towards established goals and objectives.
Unit Coordinator
Methodist Le Bonheur Healthcare
Memphis, Tennessee
07.2011 - 09.2020
- Collaborated with multidisciplinary teams to support patient care initiatives and programs.
- Acted as a liaison between hospital departments, medical staff, families, and community agencies regarding patient care issues.
- Collaborated with members of an interdisciplinary team to develop individualized treatment plans that meet each patient's needs.
- Managed electronic health records system ensuring accuracy and compliance with regulations.
- Streamlined administrative processes to improve workflow efficiency within the unit.
- Monitored quality assurance activities within the unit, including chart audits and clinical performance improvement initiatives.
- Ensured compliance with organizational standards related to regulatory bodies such as JCAHO, TJC or CMS, Medicare.
- Coordinated and led in-services to facilitate nursing leadership development and career growth.
- Organized training sessions for new staff on procedures and company policies.
Education
Associate of Applied Science - Medical Informatics
Arkansas State University
Jonesboro, AR12-2022
Skills
- Customer relationship management
- Client engagement
- Customer consulting
- Customer feedback analysis
- Order processing
- Payment processing
- Appointment scheduling
- Scheduling
- Administrative support
- Record preparation
- Call management
- Email management
- Paperwork processing
- Time management
- Task prioritization
- Coordination
- Policy adherence
- Conflict resolution
- Problem-solving
- Critical thinking
- Verbal and written communication
- Active listening
- Phone etiquette
- Satisfaction measurement
- Prioritization
- Microsoft outlook
Timeline
Customer Service Representative
Rotech Healthcare
02.2025 - Current
Intake Coordinator
Methodist Le Bonheur Healthcare
09.2020 - 01.2025
Unit Coordinator
Methodist Le Bonheur Healthcare
07.2011 - 09.2020
Associate of Applied Science - Medical Informatics
Arkansas State University