Jennifer Parks
Fraser,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Customer Service Rep I
Trinity Health
12.2023 - Current
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained accurate and up-to-date patient records, ensuring compliance with HIPAA regulations.
- Assisted in billing processes, contributing to quicker reimbursement times from insurance companies.
- Resolved complex billing issues effectively, minimizing financial stress on patients.
Patient Services Specialist I
Henry Ford Allegiance Health
03.2023 - 09.2023
- Collected patient co-pay and issued receipt to confirm payment.
- Inputted accurate patient insurance, billing and payment information in Epic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Built and maintained positive working relationships with patients and staff.
- Resolved billing inquiries and disputes in timely fashion.
- Verified patient insurance eligibility and entered patient information into system.
Triple Crown Escalation Specialist
Rocket Mortgage
04.2012 - 05.2022
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Osborn High School
Detroit, MI06.2000
2- Year Certificate - Mass Communication
Golightly Vocational And Technical Center
Detroit05.1999
Skills
- Insurance Information Collection
- Payment Collection
- HIPAA Compliance
- Patient Care and Confidentiality
- Medical Billing
- Educate Patients
- Critical Thinking
- Legal Compliance
- Loan Processor
- Microsoft Office
- Genesis software
- Desktop Underwriter
- Support Closings
- Epic Software
- Customer Satisfaction
- Inbound/outbound Phone Calls
- Team Support
- Data Entry
- Product Knowledge
- De-Escalation Techniques
Timeline
Customer Service Rep I
Trinity Health
12.2023 - Current
Patient Services Specialist I
Henry Ford Allegiance Health
03.2023 - 09.2023
Triple Crown Escalation Specialist
Rocket Mortgage
04.2012 - 05.2022
High School Diploma -
Osborn High School
2- Year Certificate - Mass Communication
Golightly Vocational And Technical Center