Essence Williams
Houston
Summary
Detail-oriented and compassionate Patient Access Representative with strong customer service and administrative skills. Seeking to provide excellent patient support, accurate registration, and efficient front-desk operations in a healthcare setting.
Overview
9
9
years of professional experience
Work History
Appointment Scheduler
Brident Dental & Orthodontics
Houston, TX
01.2021 - 10.2025
- Coordinated patient appointments using electronic scheduling system to optimize clinic workflow.
- Managed incoming calls, ensuring accurate information relay and appointment confirmations.
- Assisted patients with insurance verification, facilitating smoother check-in processes.
- Developed effective communication strategies to enhance patient satisfaction and retention.
- Scheduled follow-up appointments, reducing no-show rates through proactive reminders.
- Collaborated with dental staff to align schedules for improved operational efficiency.
Customer Service Representative
Navient Solutions
Houston, TX
04.2019 - 03.2020
- Assisted customers with inquiries regarding account management and payment options.
- Resolved service issues by collaborating with internal teams to ensure timely solutions.
- Processed customer requests efficiently using CRM software, enhancing response times.
- Educated clients on loan services and financial products to improve understanding and retention.
- Monitored call metrics to identify trends and recommend process improvements for efficiency.
- Trained new team members on customer service protocols and system navigation techniques.
- 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.
Customer Service Associate
Walmart
Houston, TX
01.2017 - 03.2018
- Assisted customers with inquiries, providing accurate product information and resolving issues efficiently.
- Processed transactions using point-of-sale systems, ensuring accuracy and speed during peak hours.
- Maintained store organization, restocking shelves and ensuring product displays met company standards.
- Collaborated with team members to enhance customer experience through effective communication and teamwork.
- Trained new associates on customer service protocols and store policies to ensure consistent service delivery.
- Handled customer complaints professionally, employing conflict resolution skills to achieve satisfactory outcomes.
- Maintained a high level of product knowledge, providing accurate information to customers.
Education
High School Diploma -
Cesar E Chavez
Houston, TX06.2018
Skills
- Calendar management
- Meeting deadlines
- Remote work capabilities
- Guest relations
- Follow-up skills
- Client relationship building
- Chart updating
- Data entry proficiency
- Call screening
- Insurance verification
- Patient flow management
- Confidentiality
- Referral management
- Appointment confirmation
- Patient registration
- Attention to detail
- Patient scheduling
- Computer skills
- Medical billing
- Key relationship management
- Call management
- Inventory tracking
- Materials management
Timeline
Appointment Scheduler
Brident Dental & Orthodontics
01.2021 - 10.2025
Customer Service Representative
Navient Solutions
04.2019 - 03.2020
Customer Service Associate
Walmart
01.2017 - 03.2018
High School Diploma -
Cesar E Chavez