Johangelie Dixon
Atlanta,GA
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
12
12
years of professional experience
Work History
Patient Services Rep/Front Desk/TEAM LEAD
Miami Beach Medical Group
10.2017 - Current
- Used Intergy to schedule appointments
- Educated patients on plans for treatment and payments
- Assisted patients in filling out check-in and payment paperwork
- Took copayments
- Compiled and reviewed medical charts
- Managed team of medical support personnel
- Scheduled, rescheduled and handled cancelled appointments for patients
- Answered the phone by the second ring and greeted callers enthusiastically
- Scheduled appointments for doctor visits and procedures using desktop calendar software
- Carefully wrote down all phone messages and relayed them to the appropriate personnel
- Greeted each patient pleasantly and provided the desk sheet for sign-in
- Ensured the waiting room looked neat and organized at all times
- Responded to correspondence from insurance companies to verify patient's coverage
- Checked patient data including insurance, demographic and health history to ensure all information was current
- Obtained payments from patients and scanned identification and insurance cards
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs
- Ensured safety and well-being of patients
- Trained new staff on quality control procedures.
Patient Access Service Representative
MT Sinai Hospital(Cardiology Dept)
08.2023 - 12.2023
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Strengthened communication between clinical staff and patients by addressing inquiries and concerns promptly.
- Nurtured relationships with referring providers to maintain continuity of care for patients transitioning between services.
- Reduced errors in data entry by meticulously updating patient demographic information as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Patient Service Representative
Sole Health
03.2022 - 08.2022
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Athena to schedule appointments.
- Assisted patients in filling out check-in and payment paperwork.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
Front Desk Receptionist
Venetian ObGyn
11.2020 - 04.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Customer Service Representative
Apple (Teleperformance)
08.2020 - 04.2021
- Collaborated with other technicians to solve challenging technical issues, resulting in improved customer satisfaction rates.
- Reduced repair times for better customer experience with proficient troubleshooting skills.
- Performed software updates and data transfers during device repairs, ensuring minimal disruption for clients.
- Provided exceptional customer service, addressing concerns and explaining repair procedures clearly.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Medical Assistant/Front Desk
Women And Teens Healthcare Community
05.2016 - 10.2017
- Escorted patients to examination rooms and prepared them for physician exams
- Performed pregnancy tests and sent specimens for laboratory testing
- Recorded patients' medical history, vital statistics and test results in medical records
- Read and recorded temperature, pulse and respiration
- Completed and submitted clinical documentation in accordance with agency guidelines
- Administered Medications (intramuscular)
- Draw Blood
- Assisted with Pap Smears, Biopsies, IUD insertions
- Prepared patient rooms prior to their arrival
- Performed routine tests such as urine dip stick
- Provided necessary supplies, support and assistance to medical staff and patients for unit specific procedures
- Maintained a clean, orderly and well-stocked environment
- Greeted Patients
- Verified insurances
- Collected Copayments, Co Insurance, And Deductibles
- Input patient demographics
- Confirmed Patients appointments.
Provider Service Represenative
Wellcare Health Plans (Teleperformance)
12.2014 - 05.2016
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Demonstrated mastery of customer service call script within specified timeframes.
Medical Assistant/Front Desk
Dr.Claude B Romulus
03.2013 - 12.2014
- Observed and documented patient status and reported patient complaints to the case manager
- Read and recorded temperature, pulse and respiration
- Completed and submitted clinical documentation in accordance with agency guidelines
- Prepared patient rooms prior to their arrival
- Performed routine tests such as urine dip stick, vision and hearing tests
- Provided necessary supplies, support and assistance to medical staff and patients for unit specific procedures
- Maintained a clean, orderly and well-stocked environment.
Customer service representative
Blue Cross Blue Shield Of Florida (Teleperformance
12.2013 - 11.2014
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Developed effective relationships with all call center departments through clear communication
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Properly directed inbound calls in phone queues to improve call flow.
Medical assistant
Dr.Symoure Munzer MD.
12.2012 - 02.2013
- Developed patient care plans, including assessments, evaluations, and nursing diagnoses
- Helped physicians examine and treat patients by assisting with instruments, injections and suture removal
- Prepared for HIPAA and JCAHO reviews, ensuring required brochures and pamphlets were available to patients in all clinics
- Cleaned and sterilized instruments and disposed of contaminated supplies
- Tested patients' blood glucose levels
- Maintained patient privacy and confidential patient information
- Utilized strong assessment skills to determine necessary patient care
- Ensured HIPAA compliance
- Escorted patients to examination rooms and prepared them for physician exams
- Performed pregnancy tests and sent specimens for laboratory testing
- Recorded patients' medical history, vital statistics and test results in medical records.
Education
High School Diploma -
American Worldwide Academy
Miami, FLDiploma - Medical Assisting
Everest Institute
Miami, FLSkills
- Scheduling and Planning
- Exceptional communication
- Guest Relations
- Task Delegation
- Customer Service
- Problem-solving skills
- Time Management
- Listening Skills
- Guest Services
- Credit and cash payments
- Training and mentoring
- Microsoft Office
- Front Desk Management
- Documentation
- Oral and written communications
- Administrative Support
- Registration processing
- Front Office Support
- Word Processing
- Record preparation
- Professional and mature
- Calendar Management
Education
- Everest Institute, Miami, FL, Medical Assistant Diploma, 11/01/11, 04/01/13, Anatomy, Physiology, Health Assessments, Human Services Generalist certificate, Biology, Clinical Chemistry, Microbiology, Clinical Research, Hemostasis
- North Miami Beach Senior High, Miami, FL, High School Diploma, 2006, 2010
Languages
Spanish
Native or Bilingual
EMR systems
Athena
Soapware
Intergy
EPIC
NEXTGEN
Timeline
Patient Access Service Representative
MT Sinai Hospital(Cardiology Dept)
08.2023 - 12.2023
Patient Service Representative
Sole Health
03.2022 - 08.2022
Front Desk Receptionist
Venetian ObGyn
11.2020 - 04.2021
Customer Service Representative
Apple (Teleperformance)
08.2020 - 04.2021
Patient Services Rep/Front Desk/TEAM LEAD
Miami Beach Medical Group
10.2017 - Current
Medical Assistant/Front Desk
Women And Teens Healthcare Community
05.2016 - 10.2017
Provider Service Represenative
Wellcare Health Plans (Teleperformance)
12.2014 - 05.2016
Customer service representative
Blue Cross Blue Shield Of Florida (Teleperformance
12.2013 - 11.2014
Medical Assistant/Front Desk
Dr.Claude B Romulus
03.2013 - 12.2014
Medical assistant
Dr.Symoure Munzer MD.
12.2012 - 02.2013
High School Diploma -
American Worldwide Academy
Diploma - Medical Assisting
Everest Institute