Jerisha Johnson
Jacksonville,FL
Summary
Personable and dedicated customer service representative with extensive experience in the call center industry. Solid team player with an upbeat and positive attitude, excelling at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in quality, speed, and process optimization. Articulate, enthusiastic, and result-oriented. Passionate about building relationships, cultivating partnerships, and driving business growth. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
5
5
years of professional experience
Work History
Healthcare Customer Service Representative
Concentrix
01.2022 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Sales Associate Specialist
Walgreens
01.2020 - 12.2022
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Consistently maintained store cleanliness and visual appeal, ensuring an inviting atmosphere for customers.
- Developed a comprehensive understanding of product offerings and effectively communicated this knowledge to potential buyers, helping them make informed decisions.
- Greeted customers and helped with product questions, selections, and purchases.
- Stayed up-to-date on industry trends and competitor activities, adjusting sales tactics accordingly for continued success.
- Maximized customer satisfaction with personalized service, addressing concerns promptly and professionally.
- Offered exceptional after-sales support to customers, handling inquiries promptly while going above-and-beyond to ensure complete satisfaction.
- Played a key role in achieving store-wide performance goals through diligent adherence to company standards and commitment to continuous improvement.
Customer Care Representative
Maximus (Positive Pysche)
11.2020 - 02.2022
- Organize list according to severity of delinquency
- Inform clients of overdue accounts and amount currently owed
- Follow federal and state laws dealing with debt collection
- Set up repayment plans and new terms of sale
- Offer advice or refer customers to debt counselors
- Purge records if debt has been satisfied
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
Education
High School Diploma -
William M. Raines High School
01.2017
Skills
- Call center operations
- Data and entry skills
- Sales quota and understandings
- Multitasking
- Communications
- Customer Service
- Understanding Customer Needs
- Product and service knowledge
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Professional telephone demeanor
- Customer satisfaction measurement
- Client Relations
- Call Center Operations
- Microsoft Outlook
Timeline
Healthcare Customer Service Representative
Concentrix
01.2022 - Current
Customer Care Representative
Maximus (Positive Pysche)
11.2020 - 02.2022
Sales Associate Specialist
Walgreens
01.2020 - 12.2022
High School Diploma -
William M. Raines High School