EMMANUEL KUMAH
East Hartford
Summary
Dynamic Business Service Representative at Trinity Health of New England, recognized for exceptional patient relationships and problem-solving abilities. Proficient in insurance verification and EHR management, I consistently exceed service standards while ensuring HIPAA compliance. My strong interpersonal skills foster a supportive environment, enhancing patient experiences and satisfaction.
Overview
6
6
years of professional experience
Work History
Business Service Representative
Trinity Health of New England
11.2023 - Current
- Responded to patient requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic patient relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing patients concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Provided technical support and educated patients on using the video conferencing platform , ensuring they were prepared for their virtual consultations.
- Answer a high volume of patient calls, diagnosing issues and coordinating solutions
- Verified patient insurance details and coordinated all specialty referrals.
Customer Support Specialist
Foley Carrier Services
02.2022 - 04.2023
- Responded to customer requests for products, services, and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers on Department Of Transport regulations and the need for compliance.
- Followed up with customers about resolved issues to maintain high standards of customer service.
VISITOR AMBASSADOR
Umass Memorial Medical Group
12.2020 - 01.2022
- Greeted customers and clients to create welcoming atmosphere.
- Ensured patients and visitors were greeted in a prompt and courteous manner and provided with accurate information regarding services, fostering a positive image of UMass Memorial Medical Group
- Managed a high volume of telephone calls concerning patients, visitors, vendors and staff, including arranging taxi or other basic transportation for patients
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Graduate Teaching Assistant
Clark University
09.2019 - 12.2020
- Checked assignments, proctored tests and provided grades according to university standards.
- Mentored students through office hours and one-on-one communication.
- Documented attendance and completed assignments to maintain full class and student records.
- Collaborated with staff in curriculum reviews to improve course and program offerings.
- Advised and mentored students on navigating academic and professional goals with support and guidance.
- Developed and graded exams and assessments to evaluate student learning and provide feedback on performance.
Education
Master of Science - Communications
Clark University
Worcester, Massachusetts, MA05-2021
Bachelor of Arts - Journalism
GHANA INSTITUTE OF JOURNALSIM
ACCRA, GHANA05-2019
Skills
- Insurance verification
- Data entry proficiency
- EHR management
- Strong interpersonal skills
- HIPAA compliance
- Referral coordination
- Patient confidentiality
- Call center experience
- Medical terminology
- Phone and email etiquette
- Multitasking and organization
- Problem-solving
Timeline
Business Service Representative
Trinity Health of New England
11.2023 - Current
Customer Support Specialist
Foley Carrier Services
02.2022 - 04.2023
VISITOR AMBASSADOR
Umass Memorial Medical Group
12.2020 - 01.2022
Graduate Teaching Assistant
Clark University
09.2019 - 12.2020
Master of Science - Communications
Clark University
Bachelor of Arts - Journalism
GHANA INSTITUTE OF JOURNALSIM