Gabriella Agyemang
Phoenix,AZ
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient Service Representative (PSR)
Abrazo Medical Group
03.2023 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Built and maintained positive working relationships with patients and staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Maintained accuracy, completeness, and security for medical records and health information.
Customer Service Representative (CSR)
MAXIMUS Federal
10.2022 - Current
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Process new applications for health care coverage via telephone including building tax household income, eligibility determinations, interpreting determinations made by Marketplace, and enrollment into health plans
- Premium, copay, co-insurance, and deductible consultations
- Met customer call guidelines for service levels, handled time, and productivity.
Customer Service Representative (CSR)
Modivcare Call Center
06.2021 - 01.2022
- Met with members and answered their transportation issues, all while assisting them in their search for better health.
- Resolve member complaints while ensuring that requests are fulfilled accurately and on schedule
- Ability to type at least 70 words per minute correctly and handle large amounts of calls, up to 150 per day.
- Implemented company policies and procedures for professional, cohesive customer care.
- Mentored service representatives to deliver polite, professional customer interactions.
Customer Service Manager
HYVEE Grocery
07.2017 - 09.2020
- Performed key tasks to promote inviting grocery store appearance.
- Implemented customer rewards program and actively communicated with grocery team members to promote positive working environment.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Bachelors in Healthcare Administration (BSHA) -
Grand Canyon University
Phoenix, AZHigh School Diploma -
Linn Mar High School
Marion, IASkills
- Customer Service 7 years
- Problem-solving
- Time management
- Training and development
- Data entry proficiency
- Empathy and compassion
- Analytical thinking
- Healthcare industry understanding
- Team collaboration
- Technical Troubleshooting
Certification
- CNA (Certified Nursing Assistant), 06/01/20
- CPR/AED/First-Aid Certification through National CPR Foundation, 11/01/23
Timeline
Patient Service Representative (PSR)
Abrazo Medical Group
03.2023 - Current
Customer Service Representative (CSR)
MAXIMUS Federal
10.2022 - Current
Customer Service Representative (CSR)
Modivcare Call Center
06.2021 - 01.2022
Customer Service Manager
HYVEE Grocery
07.2017 - 09.2020
Bachelors in Healthcare Administration (BSHA) -
Grand Canyon University
High School Diploma -
Linn Mar High School
- CNA (Certified Nursing Assistant), 06/01/20
- CPR/AED/First-Aid Certification through National CPR Foundation, 11/01/23
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