Jada Washington
Summary
Dedicated customer care and administrative professional with a strong background in healthcare and service industries. Expertise in resolving complex customer inquiries, ensuring HIPAA compliance, and maintaining accurate documentation to support operational efficiency. Recognized for delivering exceptional customer experiences and fostering loyalty in fast-paced environments.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative II
SPECTRUM
04.2023 - Current
- Deliver exceptional customer service by resolving account, billing, equipment, and service-related inquiries in a high-volume environment.
- Utilized phone and digital communication channels to assist customers and deliver effective solutions.
- Resolved escalated customer concerns with professionalism, empathy, and accuracy to enhance customer experience.
- De-escalate sensitive situations to maintain positive customer relationships and foster loyalty.
- Collaborated with multiple departments to expedite issue resolution, enhancing customer satisfaction.
- Process account updates, service changes, and reimbursement requests in compliance with company policies and procedures.
- Maintained detailed customer records and documentation to support quality standards and ensure compliance.
Healthcare Customer Service Representative
EVERISE
07.2021 - 03.2023
- Assisted healthcare members with benefit inquiries, prescription coverage, claims status, prior authorizations, and plan information, enhancing member understanding and access to services.
- Coordinated with healthcare teams to verify insurance information and secure service approvals, ensuring timely patient care.
- Communicated with physicians, pharmacies, nurses, and healthcare providers to verify coverage and coordinate patient support, improving overall care delivery.
- Resolved member concerns efficiently while meeting productivity, quality, and customer satisfaction goals.
- Maintained strict HIPAA compliance while handling confidential patient and healthcare information.
- Documented customer interactions accurately within CRM systems to ensure proper follow-up and compliance.
- Supported high-volume inbound call operations, ensuring adherence to service excellence standards and optimizing member support.
Administrative Support Coordinator
TRANSPORTATION & LANGUAGE SERVICES
05.2020 - 06.2021
- Streamlined daily administrative operations through document preparation, provider onboarding, and database maintenance to enhance workflow.
- Streamlined daily administrative operations through document preparation, provider onboarding, and database maintenance to enhance workflow.
- Facilitated communication among providers, management, and clients to enhance service quality and address concerns.
- Coordinated contract filing, scheduling, and meeting preparation to ensure operational readiness.
- Resolved provider concerns and educated partners on company policies and service expectations.
- Assisted with contract filing, scheduling, and meeting preparation.
Patient Coordinator
ORLANDO DENTAL CENTER
03.2019 - 04.2020
- Acted as the primary point of contact for patients, visitors, and healthcare providers.
- Managed patient calendars and scheduled appointments, enhancing operational flow and patient access.
- Coordinated with dentists, hygienists, and clinical staff to effectively address scheduling changes and ensure patient satisfaction.
- Communicated appointment reminders and preparation instructions to patients.
- Verified patient information and ensured timely completion of required documentation and consent forms, facilitating seamless patient processing.
- Maintained accurate patient records while upholding confidentiality and professionalism standards.
Education
Business Administration And Management
Hillsborough Community College
Tampa, FL 08.2025 - 06.2026
Skills
- Customer Service Excellence
- Technical Support
- Data Management
- Data Analysis
- HIPAA Compliance
- Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
- Problem Solving
- Data Analysis Skills
- Conflict Resolution
- Communication Skills
Timeline
Business Administration And Management
Hillsborough Community College
08.2025 - 06.2026
Customer Service Representative II
SPECTRUM
04.2023 - Current
Healthcare Customer Service Representative
EVERISE
07.2021 - 03.2023
Administrative Support Coordinator
TRANSPORTATION & LANGUAGE SERVICES
05.2020 - 06.2021
Patient Coordinator
ORLANDO DENTAL CENTER
03.2019 - 04.2020