Iesha O'neal
Itta Bena,MS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Patient Access Representative
LRH
02.2021 - 08.2022
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
Healthcare Customer Service Representative
Rita Staffing
07.2017 - 12.2020
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
GC Services
04.2015 - 07.2017
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
SYKES Lakeland
05.2012 - 03.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Maranatha Christian Academy
Minter City,Ms05.2012
Skills
- HIPAA Compliance
- Customer Service
- Technical Troubleshooting
- Call Management
- Account Management
- Call Center Customer Service
- Written and Oral Communication
- Goal Orientation
- Time Management
- Positive Attitude
- Attention to Detail
- Problem-Solving Skills
References
References available upon request.
Timeline
Patient Access Representative
LRH
02.2021 - 08.2022
Healthcare Customer Service Representative
Rita Staffing
07.2017 - 12.2020
Customer Service Representative
GC Services
04.2015 - 07.2017
Customer Service Representative
SYKES Lakeland
05.2012 - 03.2015
High School Diploma -
Maranatha Christian Academy
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