Jerrica Hewitt
Sagility
Greenville ,MS
2024
years of professional experience
Builds customer trust through clear communication and responsive service.,Manages large volumes of inbound calls and maintains consistent customer relationships.,Applies CRM tools, active listening, and multitasking skills to support efficient service delivery.
Work History
Healthcare Customer Service Representative
- Resolved member inquiries regarding benefits, claims, and eligibility using healthcare call-handling protocols.
- Documented calls and case details accurately in CRM systems while maintaining HIPAA compliance.
- Navigated payer systems to verify coverage, explain plan information, and support claim status requests.
- Responded to patient and provider concerns with clear communication and empathetic service.
- Processed routine service requests while following scripts, quality standards, and escalation procedures.
- Coordinated with internal teams to research complex account issues and deliver timely updates.
- Adapted quickly to changing healthcare policies, procedures, and system updates.
- Maintained accuracy and professionalism while handling high-volume customer interactions.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Healthcare Customer Service Representative
3 Years 1 Month- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- answered any questions they had about their visit to clinics.
Customer Service Representative
2 Years 10 Months- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
Skills
Supported data collection activities.
Processed paperwork for routine workflows.
Updated account records with current information.
Prepared reports for review and distribution.
Timeline
Healthcare Customer Service Representative
Sagility
11.2020 - 12.2023Read More
Customer Service Representative
Teleperformance
01.2018 - 11.2020Read More
Healthcare Customer Service Representative
Teleperformance USA
2024 - 2026Read More