Johnisha Townsend
Fort Worth
Summary
Dynamic Customer Service Representative skilled in resolving customer complaints and inquiries in healthcare settings. Proven ability to educate patients, streamline registration processes, and collaborate with cross-functional teams to enhance service delivery and patient satisfaction.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
foundever
10.2025 - 01.2026
- Assisted customers with inquiries about healthcare services and policies, enhancing their overall experience.
- Resolved customer complaints efficiently, maintaining professionalism throughout interactions.
- Handled high-volume calls while maintaining professionalism and fostering positive relationships with customers.
- Educated patients on insurance coverage and benefits options, improving their decision-making ability.
- Accurately collected payments from patients and entered data into billing system.
Tech Support Specialist
GR
11.2023 - 04.2024
- Resolved complex technical issues for diverse clientele, enhancing customer satisfaction.
- Met or exceeded performance metrics for call handling and customer feedback, ensuring high service quality.
- Streamlined support processes, reducing average resolution time.
- Analyzed recurring problems, developing solutions to enhance support effectiveness.
- Shared knowledge and best practices, improving team collaboration and support outcomes.
- Partnered with cross-functional teams to address systemic issues.
Healthcare Customer Service Representative
Alorica
Fort Worth
10.2022 - 11.2023
- Addressed customer queries via email and chat, ensuring precise information delivery.
- Provided expert support, enhancing resolution times and customer confidence.
- Met service deadlines, boosting customer satisfaction and response speed.
- Monitored feedback trends to identify recurring healthcare service issues, guiding targeted improvements and enhancing patient satisfaction.
- Enhanced complaint resolution process, leading to noticeable service improvements.
- Documented patient interactions in CRM systems, facilitating care coordination and ensuring accurate recordkeeping for follow-up.
- Worked with team to solve complex issues, achieving effective solutions.
- Developed knowledge base articles for emerging patient queries, promoting consistent responses and minimizing repetitive escalations.
Healthcare Customer Service Representative
TTEC
Englewood
04.2020 - 07.2022
- Streamlined patient registration process, ensuring data accuracy and HIPAA compliance while addressing complex billing inquiries and insurance claim disputes.
- Managed patient registration, ensuring data accuracy and compliance with HIPAA.
- Assisted patients with check-in paperwork, improving registration efficiency and patient flow.
- Investigated insurance claims, reducing denial rates and improving patient satisfaction.
- Addressed billing inquiries, reducing resolution time and enhancing customer experience.
- Collected co-payments, ensuring accurate daily financial records.
Education
High School Diploma -
Maple Heights High School
Maple Heights, OH06-2014
Skills
- Insurance verification
- Billing inquiries
- Complaint resolution
- Electronic Health Records
- HIPAA compliance
- Quality Control
- Technical Support
- Troubleshooting
- Microsoft Office
- Communication
- Active Listening
- Problem-solving
- Critical Thinking
- Time Management
- Strong empathy
- Follow-up
Languages
English
Professional
Timeline
Healthcare Customer Service Representative
foundever
10.2025 - 01.2026
Tech Support Specialist
GR
11.2023 - 04.2024
Healthcare Customer Service Representative
Alorica
10.2022 - 11.2023
Healthcare Customer Service Representative
TTEC
04.2020 - 07.2022
High School Diploma -
Maple Heights High School