Erica Oneal
Shreveport,LA
Summary
Accomplished Healthcare Customer Service Representative with a proven track record for enhancing patient satisfaction and compliance with HIPAA regulations. Expert in insurance verification and adept at managing sensitive conversations with empathy, significantly improving first-call resolution rates. Skilled in medical terminology and dedicated to maintaining patient confidentiality.
Overview
4
4
years of professional experience
Work History
Healthcare Customer Service Representative
Conduent
Shreveport, LA
01.2023 - 09.2024
- 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.
Patient Navigator
Regional Urology
Shreveport, LA
12.2021 - 01.2023
- Supported patients in managing their mental and emotional well-being through active listening, empathy, and appropriate referrals to specialized care providers.
- Streamlined communication between patients and healthcare providers for enhanced care coordination and timely treatment.
- Assisted patients in scheduling doctor and healthcare appointments.
- Educated patients on insurance and healthcare plans.
- Improved patient satisfaction by providing personalized guidance and resources throughout their healthcare journey.
Cashier
Brookshires
Shreveport, LA
05.2020 - 12.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Nursing
Bossier High School
Bossier City, LANursing
University of Louisiana At Lafayette
Lafayette, LAHigh School Diploma -
Southwood High School
Shreveport, LA05.2022
Skills
- Insurance Verification
- Medical terminology knowledge
- Appointment Scheduling
- Patient confidentiality
- Call center experience
- Claims Processing
- HIPAA Compliance
Timeline
Healthcare Customer Service Representative
Conduent
01.2023 - 09.2024
Patient Navigator
Regional Urology
12.2021 - 01.2023
Cashier
Brookshires
05.2020 - 12.2021
Nursing
Bossier High School
Nursing
University of Louisiana At Lafayette
High School Diploma -
Southwood High School