Jamela Gibbs
Houston,TX
Summary
Knowledgeable, enthusiastic and motivated individual passionate about customer service and helping others. Skilled communicator and problem solver seeking a responsible position to utilize knowledge and skills, while making a significant contribution to the success of the company. Proactive and committed to ensuring exceptional service and unmatched support. Proficient in utilizing customer service practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Intake Specialist
Houston Hospice
07.2025 - 12.2025
- Educated patients and families on hospice services, promoting understanding and engagement in care options.
- Provided compassionate support to patient's and families, during the intake process, offering reassurance and understanding in times of distress.
- Managed office communications and ensured timely responses to inquiries.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Maintained accurate, up-to-date patient records for reliable reference and communications.
- Communicated with referral sources, physicians, and associated staff to ensure a successful intake process.
- Supported office staff and operational requirements with administrative tasks.
- Scheduled appointments and conducted follow-up calls to clients and referral resources.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Utilized advanced software programs for data entry tasks that increased accuracy while minimizing errors.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
Customer Service Representative
WB Parks and Recreation
03.2022 - 06.2024
- Trained staff on operating procedures and company services.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Manage in-person and telephone complaints and requests from more than [40 customers daily] regarding membership accounts and services.
- Performed regular assessments regarding customer complaints and provided suggestions to improve customer satisfaction.
- Reduce cancellation rates on customer calls by utilizing conflict resolution techniques and communicating effectively with a diverse client base.
Patient Service Advocate
Henry Ford Health System
03.2021 - 01.2022
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Enhanced patient satisfaction by addressing (approximately 20-30) concerns and providing timely resolutions to issues.
- Collaborated with healthcare professionals to ensure a seamless patient experience from check-in to followup.
- Managed patient complaints professionally and efficiently while maintaining HIPPA regulations.
- Served as a liaison between the interdisciplinary team members regarding critical aspects of the care plan.
Human Resources Assistant
Millennium Medical Group
12.2019 - 02.2021
- Assisted in administrative tasks including documenting grievances, compensation, absences, benefit information and reviews.
- Reviewed HR policies and employee relation contracts.
- Scheduled interviews and maintain records of contact with job candidates.
- Assisted lead HR representatives with hiring events, screenings, and job vacancies.
Customer Service Agent
Royal Arcranium
02.2017 - 12.2019
- Ensured that customers received high-quality customer support, while representing the needs of the customer to companies and agencies.
- Answered incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries.
- Demonstrate accuracy in processing client policy modifications based on data given.
- Verify new customers coverage and present policyholders with proof of insurance paperwork.
Education
Wayne County Community College District
Detroit, MISkills
- Communication
- Customer Service
- Problem Resolution
- Time Management
- Detail Oriented
- MS Office
- Technical
- Data Entry
- Account Management
- Critical thinking skills
- Compassionate communication
- Follow-up skills
- Records maintenance
Timeline
Intake Specialist
Houston Hospice
07.2025 - 12.2025
Customer Service Representative
WB Parks and Recreation
03.2022 - 06.2024
Patient Service Advocate
Henry Ford Health System
03.2021 - 01.2022
Human Resources Assistant
Millennium Medical Group
12.2019 - 02.2021
Customer Service Agent
Royal Arcranium
02.2017 - 12.2019
Wayne County Community College District