Katherine Brady
Customer Service Representative
Arlington,TX
Summary
Seasoned Customer Associate with 10 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs. Hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service position. Ready to help team achieve company goals.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Associate
RemX Specialty Staffing
Remote
10.2022 - 03.2024
- Meeting Quality Assurance targets and help achieve Enrollment targets with a high standard of accuracy and excellent communication skills
- Performing administrative-tasks such as data-entry, document processing and scanning
- Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
- Meeting key performance indicators for employee attendance, quality assurance, customer satisfaction, customer loyalty, and schedule adherence
- Identifying documents and their purpose to create a database of information
- Providing great customer service
- Accept inbound calls and handle customer requests with professional phone etiquette
- Enter all calls in the Call Tracking System with accurate, well documented call notes
- Place direct, drop ship and remote enhanced delivery orders
- Assist customers with system navigation
- Ability to contribute effectively and consistently within a team
- Communicate effectively with internal and external customers to provide first call resolution and deescalate customer concerns
- Work with multiple systems, up to 3 monitor, and multitask in a fast paced environment
- Strong computer skills to include terminology, function, and navigation.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
Collection Specialist
National Patient Account Services
05.2019 - 05.2022
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Supported management in devising innovative strategies to reduce bad debt exposure and mitigate risk within the portfolio.
- Collaborated with cross-functional teams to identify areas for process improvement within the collections department.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Prepared comprehensive reports analyzing trends in delinquency rates, providing valuable insights to drive decision-making processes at higher levels within the organization.
- Showcased strong analytical skills by identifying patterns in customer payment behavior, allowing for targeted intervention strategies that contributed to overall reductions in delinquency rates.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Assisted in developing training materials for new hires, ensuring a smooth onboarding process for future team members.
- Maintained detailed records of all collection activities, ensuring compliance with company policies and federal regulations.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Medical Office Specialist
Matlock OBGYN
03.2018 - 05.2019
- Contributed to practice growth by providing exceptional customer service that resulted in increased patient retention rates.
- Ensured compliance with HIPAA regulations by strictly adhering to privacy protocols when handling sensitive patient information.
- Increased efficiency in the billing process by reconciling insurance claims and resolving discrepancies promptly.
- Maintained cleanliness and orderliness of examination rooms to create a welcoming environment for patients.
- Facilitated effective communication between patients, healthcare providers, and insurance companies for optimal care coordination.
- Assisted medical staff with diagnostic tests and clinical procedures, resulting in improved patient care delivery.
- Established strong rapport with patients through thoughtful listening skills, empathetic communication, and professional demeanor.
- Enhanced office organization by maintaining up-to-date medical records, both physical and electronic.
- Provided compassionate support to patients experiencing emotional distress or anxiety related to their medical conditions or treatment plans.
- Improved patient satisfaction by streamlining appointment scheduling and implementing efficient check-in procedures.
- Processed payments from patients promptly and accurately while answering any questions regarding their account balances or insurance coverage.
- Strengthened patient relationships with consistent follow-up on test results, appointments, and referrals.
- Managed inventory of medical supplies to provide necessary resources for daily clinic operations without interruption.
- Trained newly hired administrative staff members on office policies, procedures, and best practices, fostering a supportive team environment.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Medical Records
Cornerstone Staffing
10.2017 - 03.2018
- Scanned and uploaded medical records into electronic medical records system.
- Received and routed medical records.
- Maintained and obtained medical records.
- Maintained accurate patient charts and medical records.
- Retrieved, updated, filed and transmitted medical records.
- Collected and organized medical records and bills.
- Identified new methods to optimize medical records management.
- Sorted and distributed incoming and outgoing medical records.
- Verified accuracy of patient information in medical records.
- Developed policies and procedures to keep medical records complete and compliant and processed according to governmental regulations and medical records practices.
Medical Assistant
Children's Medical Group
09.2014 - 08.2017
- Responsible for performing administrative and clinical tasks to support the work of physicians and other health professionals
- Also in charge of assisting physicians and providing primary health care to patients and in the management of patient care
- Keep financial records and perform other bookkeeping duties, such as handling credit and collections and mailing monthly statements to patients
- Preparing examination and treatment rooms with necessary medical instruments
- Providing assistance in emergency situations as directed by medical staff
- Taking a patients vital signs as well as height and weight measurements
- Ensures that the waiting room and front desk are kept clean and well maintained
- Schedule appointments for patients
- Greet and log in patients arriving at office or clinic
- Contact medical facilities or departments to schedule patients for tests and/or admission
- Perform general office duties such as answering telephones, taking dictation and completing insurance forms.
Patient Care Provider
Delta Regional Medical Center
07.2009 - 08.2013
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Collaborated with interdisciplinary healthcare teams to provide coordinated care for patients in various settings.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Documented vital signs and health history for patients in clinic and hospital environments.
Education
High School Diploma -
Greenville-Weston High School
MS 08.1999 - 05.2004
Skills
Team Collaboration
Clerical Support
Regulatory Compliance
Microsoft Office package (Word, Excel, Power point, Outlook)
Appointment Scheduling
Customer Support
Good communication skills both oral and written
Problem-solving
Strong written and verbal communication skills
Computer and office equipment skills
Ability to work independently and self-motivated
Multi-tasking
Prioritizing
Organization
Interpersonal skills
Dependability (10 years)
Highly experienced in using EHR/EMR system (3 years)
Medical Office Experience
Insurance Verification
Proofreading
Medical Records
Customer Service
Computer Skills
Medical Scheduling
Medical Billing
Office Administration
Patient Care
HIPAA
Medical Terminology
Vital Signs
Documentation review
Typing
Time management
Google Docs
Google Ads
Sales
English
Communication skills
Proofreading
Live chat
Customer service
Research
Bookkeeping
Clerical experience
Medical records
HIPAA
Medical terminology
EMR systems
Cash handling
Supervising experience
Problem management
Shift management
Vital signs
Clinical documentation improvement
Documentation review
Hospital experience
Quality assurance
Microsoft Office
Product Knowledge
Product Merchandising
Account updating
Cross-Functional Team Collaboration
Account Management
Project Management
Stock replenishment
Sales closing
Negotiation
Inventory Control
Safety Regulations
Customer Relationship Management (CRM)
CRM Software
Quality Assurance
Customer Complaint Resolution
Multi-Line Phone Systems
Complex Problem-Solving
Refunds and exchanges
Guest Services
Problem Resolution
Assertiveness
De-Escalation Techniques
Direct Sales
Call Documentation
Sales expertise
Sales Transactions
Time management abilities
Customer Data Confidentiality
Work Prioritization
Interpersonal Skills
Excellent Communication
Data Management
Time Management
Shipping procedures understanding
Problem-solving abilities
Self Motivation
Understanding Customer Needs
Professional telephone demeanor
LiveChat Messaging
MS Office
Calm Under Pressure
Professionalism
Timeline
Customer Service Associate
RemX Specialty Staffing
10.2022 - 03.2024
Collection Specialist
National Patient Account Services
05.2019 - 05.2022
Medical Office Specialist
Matlock OBGYN
03.2018 - 05.2019
Medical Records
Cornerstone Staffing
10.2017 - 03.2018
Medical Assistant
Children's Medical Group
09.2014 - 08.2017
Patient Care Provider
Delta Regional Medical Center
07.2009 - 08.2013
High School Diploma -
Greenville-Weston High School
08.1999 - 05.2004