Jayashia Jones
Pompano Beach,FL
Summary
Professional healthcare communicator with solid background in managing patient interactions and resolving medical inquiries. Known for collaborative approach and consistently achieving high satisfaction ratings. Adaptable and reliable, with strong skills in active listening and problem-solving.
Skilled customer service professional with strong experience in healthcare communication. Adept at handling patient inquiries, coordinating appointments, and resolving issues efficiently. Focused on team collaboration and achieving consistent results, with flexible approach to changing needs. Proficient in medical terminology, empathetic communication, and multi-tasking in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Medical Call Center Representative
Children's Medical Association
03.2022 - Current
- Answered an average of 150+ constant flow incoming daily calls with minimal wait times.
- Checked company voicemail daily, returning approximately 100 return calls.
- Fax/emailed patient medical records
- Managed high-stress situations resolving conflicts for both patients and the office
- Trained new hires on various aspects of the job including EMR system, and procedures.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
Complaint Coordinator
Nation's Benefits
09.2018 - 12.2021
- Answered 50+ calls per day from unsatisfied customers related to delays in shipment, order mistakes, and lost orders,
- Reduced average customer calls time by 90 seconds
- Tracked customer feedback and collaborated with management as needed
- Reduced repeat complaints by implementing preventative measures based on common causes
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
Education
High School Diploma -
New Hanover High School
Wilmington, NC01-2016
Skills
- Electronic Medical Records
- Appointment Scheduling
- Call Coordination
- Technical Support
- Data Verification
- Patient Confidentiality
- Training and Development
- Medical Terminology Proficiency
- Telephone Etiquette
- Problem Solving
- Computer Literacy
- Excellent Communication
- Patient confidentiality
- Call center experience
- Electronic medical records
- Insurance verification
Languages
English
Native or Bilingual
Timeline
Medical Call Center Representative
Children's Medical Association
03.2022 - Current
Complaint Coordinator
Nation's Benefits
09.2018 - 12.2021
High School Diploma -
New Hanover High School
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