Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Hi, I’m
Katonia Updite
Dallas,TX
Summary
Overview
18
years of professional experience
Work History
GenpactRichardson, TX
Content Moderator
01.2022 - Current
Job overview
- Review information and content placed on client platform that should be removed or reviewed for harmful or violent content.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Managed content distribution to online channels and social media platforms.
- Used content management system to analyze user engagement and website traffic metrics.
- Conducted regular content audits to identify gaps and redundancies of content.
Home Care Providers of Texas IncDallas, Texas
Intake Coordinator
07.2021 - 12.2022
Job overview
- Data Entry of Referrals to provide Home Health for patients needing medical services at home
- Reviewing EMR charts and Medical Benefits to access the need for medical care
- Taking inbound calls to answer any questions from medical providers as well as patients.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Liaised between clients and healthcare providers to maintain continuity of care.
- Streamlined intake systems, resulting in reduced errors and improved speed.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
AccentCare IncMcKinney, TX
Intake Coordinator
03.2020 - 06.2021
Job overview
- Compiled physical and digital paperwork to meet business and patient needs, including charts, reports and correspondence
- Maximized office efficiency by answering more than 40 incoming calls per day to provide office information and transfer calls to desired person
- Welcome, register, and admit patients at healthcare facilities
- Gather information about the patient and create patient records, make appointments and schedule procedures for future medical treatments, also answer questions related to services and make referrals when necessary As well as Patient and clinician scheduling .
AmeriFlexCarrollton, TX
Patient Service Representative
04.2019 - 09.2020
Job overview
- Providing Healthcare insurance to employees for various employers.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved billing inquiries and disputes in timely fashion.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Managed patient registration process, confirming data accuracy and completeness.
- Organized patient records and database to facilitate information storage and retrieval.
- Handled customer service inquiries in person, via telephone and through email.
Willis Knighton Medical CenterShreveport, LA
Respiratory Therapist
01.2017 - 03.2019
Job overview
- Performed bronchopulmonary drainage and assisted patients with breathing exercises
- Conducted cardiopulmonary resuscitation and maintenance of airways
- Adhered to all standards of excellence established for respiratory care and diagnostic services
- Administered medication and ventilatory support, including maintenance and management of life support systems
- Interacted with patients, family members and physicians to coordinate and inform regarding patient care
- Improved operations by working with team members and customers to find workable solutions.
Neurology and Sleep ClinicShreveport, LA
Respiratory Therapist
06.2015 - 11.2015
Job overview
- Identified need for medical intervention by determining patient safety risks
- Evaluated patients with deficiencies and abnormalities within cardiopulmonary system and made medical decisions based on assessments.
- Delivered treatment for patients experiencing chronic and acute respiratory illnesses by conducting assessments and providing diagnoses.
- Collaborated with physicians and other healthcare professionals to develop and implement patient treatment plans.
- Monitored patient reactions to drugs and carefully documented findings.
- Educated patients and families on proper use of respiratory equipment and techniques for managing respiratory disorders to improve patient outcomes.
Fast Cash Title Loans
Customer Service Manager
06.2008 - 08.2013
Job overview
- Checked applicant credit, personal references and employment histories
- Examined and verified information in loan application and closing documents
- Reviewed historical customer accounts to assess payment compliance and adherence to loan terms
- Submitted completed loan applications, including recommendations for underwriting approval or denial
- Organized, filed and maintained customer, department and regulatory loan records
- Conveyed acceptance or rejection to customers by mail, telephone or in person
- Improved customer satisfaction by finding creative solutions to problems.
US Support Company
Customer Service Representative
06.2005 - 05.2008
Job overview
- Collected payment to credit customers account via online and phone
- Handled account inquiries and technical support when needed.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Ashford University
Bachelor's degree from Healthcare Administration
10.2023
University Overview
- 3.12 GPA
Southern University At ShreveportShreveport, LA
Associate of Applied Science from Respiratory Therapy
05.2015
University Overview
Skills
- Charting and clinical
- Data entry documentation
- Organization
- Multi-line phone operations
- Strong clinical judgment
- Inventory management
- Patient care documentation
- Patient scheduling
- Equipment maintenance and
- First Aid/CPR
- Troubleshooting
- Customer service
- Patient and caregiver education
- Problem resolution
- Respiratory equipment setup
- EMR Systems
- Medical Records
- Insurance Verification
- Medical Terminology
- ICU Experience
- Critical care experience
- Quality control
- Data collection
- Epic
- Hospital Experience
- Medical Billing
- Vital Signs
- Cerner
- Underwriting
- Nursing
- Medication Administration
- Laboratory Experience
- Drafting
- Legal drafting
- Management
- Home care
- Schedule management
- Medicare
- Intake
- Medical office experience
- HIPAA
- ICD-10
- Office Management
- Social media management
- Microsoft Excel
- Microsoft Word
- Documentation review
- Acute care
- Anatomy knowledge
- Care plans
- Ventilator
- Airway management
- Respiratory therapy
- Employee orientation
- Customer service (10 years)
- Inside sales (5 years)
- Microsoft Office
- Communication skills
- Computer literacy
- Data entry
- Certifications and Licenses
- Registered Respiratory Therapist
- August 2015 to July 2021
- ACLS Certification
- BLS Certification
- RCP License
- CPR Certification
- Assessments
- Medical Receptionist Skills — Highly Proficient
- July 2020
- Managing physician schedules and maintaining accurate patient records
- Full results: Highly Proficient
- Medical Terminology — Proficient
- May 2020
- Understanding and using medical terminology
- Adobe Creative Suite
- Project Leadership
- Content Sourcing
- Google Analytics
- Strategic Marketing
- Social Media Performance Measurement
- Web Applications
- Customer Relations
- Active Listening
- Microsoft PowerPoint
- Problem-Solving Ability
- Order Processing
- Computer Proficiency
- Multi-Line Telephone Operation
- Customer Data Confidentiality
Additional Information
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
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Timeline
Content Moderator
Genpact
01.2022 - Current
Intake Coordinator
Home Care Providers of Texas Inc
07.2021 - 12.2022
Intake Coordinator
AccentCare Inc
03.2020 - 06.2021
Patient Service Representative
AmeriFlex
04.2019 - 09.2020
Respiratory Therapist
Willis Knighton Medical Center
01.2017 - 03.2019
Respiratory Therapist
Neurology and Sleep Clinic
06.2015 - 11.2015
Customer Service Manager
Fast Cash Title Loans
06.2008 - 08.2013
Customer Service Representative
US Support Company
06.2005 - 05.2008
Ashford University
Bachelor's degree from Healthcare Administration
Southern University At Shreveport
Associate of Applied Science from Respiratory Therapy