Jeronia Pugh
Sumter,SC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Healthcare Customer Service Representative
Prisma Health Tuomey
06.2021 - 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.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
Call Center Representative
Foundever
07.2015 - 05.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Personnel Specialist
United States Air Force
06.2008 - 07.2015
- Maintained up-to-date knowledge of employment laws, ensuring company-wide compliance with applicable regulations affecting HR operations.
- Managed payroll processing for company employees, ensuring timely payments and accurate deductions.
- Initiated and maintained personnel and employee-related files and records and established archives to support internal audits.
- Streamlined personnel record-keeping processes, resulting in improved efficiency and data accuracy.
- Designed and implemented internal training for supervisors and other personnel.
- Assisted in the development of employee engagement initiatives, fostering a workplace culture that promoted collaboration and teamwork.
- Developed strong relationships with external vendors, negotiating favorable contract terms for outsourced HR services.
Education
Bachelor of Arts - Business Management
Strayer University
Washington, DC09.2024
Associate of Arts - Business Management
Central Carolina Technical College
Sumter, SC05.2021
Associate of Arts - Human Resources Management
Community College of The Air Force
Montgomery, AL05.2014
High School Diploma -
Sumter High School
Sumter, SC05.2007
Skills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Appointment Scheduling
- Call center experience
- Claims Processing
- Healthcare industry understanding
- Follow-up skills
- Data entry proficiency
- HIPAA Compliance
- Customer Service
- Payment Processing
- Phone and Email Etiquette
- Registration and Admissions
- Patient Education
- Call Screening
- Data Entry
- Inbound Call Management
- Microsoft Office
- Administrative and Office Support
References
Alexus Wells, Prisma Health Supervisor
803-607-6250
Destinee Jones, Personal Associate
803-565-2210
Timeline
Healthcare Customer Service Representative
Prisma Health Tuomey
06.2021 - Current
Call Center Representative
Foundever
07.2015 - 05.2021
Personnel Specialist
United States Air Force
06.2008 - 07.2015
Bachelor of Arts - Business Management
Strayer University
Associate of Arts - Business Management
Central Carolina Technical College
Associate of Arts - Human Resources Management
Community College of The Air Force
High School Diploma -
Sumter High School