Justice Tate
Memphis,TN
Summary
Healthcare and Technical Support Professional with 5+ years of clinical experience and a strong background in customer service, software troubleshooting, and technical support. Experienced in supporting healthcare workflows, EHR/EMR systems, telehealth onboarding, and resolving technical issues in fast-paced environments. Skilled in troubleshooting software and hardware concerns, documenting support requests, managing escalations, and educating users on technology. Knowledgeable in medical terminology, HIPAA compliance, and patient care operations. Recognized for strong communication, problem-solving, adaptability, and the ability to deliver reliable support while maintaining a positive customer experience.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
AT&T
Memphis
09.2024 - 09.2026
- Led a team of customer care representatives, providing coaching and support to ensure excellent service delivery.
- Handled escalated customer issues and complaints, achieving resolution that satisfied customers.
- Implemented process improvements leading to 15% reduction in customer complaints.
- Analyzed customer feedback and data to identify trends and improve service offerings.
- Managed customer accounts and subscriptions, ensuring accuracy and completeness.
- Conducted training sessions for new hires on customer care processes and best practices, enhancing team knowledge and service quality.
Technical Support Specialist
PatientNow
Memphis, TN
01.2023 - 08.2024
- Provide software application support to healthcare customers through phone, email, and ticketing systems.
- Troubleshoot software errors and technical issues within EMR and practice management systems.
- Assisted medical practices in navigating healthcare applications, enhancing daily workflows.
- Assist medical practices with navigating healthcare applications and improving daily workflows.
- Guided customers through step-by-step troubleshooting, resolving software issues effectively.
- Document customer interactions, technical issues, and resolutions in CRM and ticketing systems.
- Educated customers on software features and updates, improving application usage and understanding.
- Recommend solutions that improve customer satisfaction and operational efficiency
Customer Support Specialist
Tele-performance
Memphis, TN
08.2020 - 03.2023
- Troubleshot software and hardware issues, providing technical support and assistance to enhance customer satisfaction.
- Provided technical support and assistance to customers, troubleshooting software and hardware issues.
- Managed case tracking and resolution using ticketing systems (e.g., Freshdesk) to ensure timely support.
- Developed knowledge base articles and FAQs, facilitating self-service support for customers.
- Conducted product demonstrations and training sessions for customers.
- Collaborated with product development teams to relay customer feedback and improve product features.
Radiology Medical Assistant
Methodist North Radiology Department
Memphis, Tennessee
01.2019 - 05.2020
- Coordinated daily radiology clinic operations and optimized diagnostic imaging workflows.
- Managed imaging order processes, ensuring accurate communication among clinical staff, radiology providers, and patient records.
- Verified patient information and imaging orders before scheduled procedures.
- Uploaded, organized, and located imaging documentation within clinical systems to streamline access for clinical staff.
- Maintained accurate EHR/EMR documentation and patient records.
- Assisted with PACS navigation, accessing and retrieving patient imaging studies, and maintaining accurate imaging records.
- Supported providers with clinical workflow coordination and technical issue reporting.
- Maintained HIPAA compliance and confidentiality of patient imaging and medical records.
- Supported Methodist North Radiology patient check-in and exam preparation
Education
High School Diploma -
Germantown High School
Memphis, TNMedical Assistant -
Concorde Career College
Memphis, TNSkills
- Software Application Support
- Healthcare IT Support
- EHR/EMR Systems
- Telehealth Support
- SaaS Applications
- Zendesk
- Freshdesk
- Ticket Documentation
- Escalation Management
- Service Level Agreements (SLAs)
- Level I Technical Support
- Standard Operating Procedures (SOPs)
- HIPAA Compliance
- Radiology Workflows
- Microsoft Office / Google Workspace
Timeline
Senior Customer Service Representative
AT&T
09.2024 - 09.2026
Technical Support Specialist
PatientNow
01.2023 - 08.2024
Customer Support Specialist
Tele-performance
08.2020 - 03.2023
Radiology Medical Assistant
Methodist North Radiology Department
01.2019 - 05.2020
High School Diploma -
Germantown High School
Medical Assistant -
Concorde Career College