KIMBERLY COPELAND
Westland,MI
Summary
Patient Care and Customer Service professional with 8+ years of experience supporting patients and customers in healthcare and call-center environments. Proven ability to manage high call volumes, maintain HIPAA compliance, and provide empathetic, solutions-focused support in both remote and on-site roles.
Overview
9
9
years of professional experience
Work History
Patient Care Representative
IQVIA
03.2022 - 08.2025
- - Managed high volumes of inbound and outbound calls supporting medication access, refills, and patient programs.
- - Provided empathetic, patient-centered support addressing treatment and benefit inquiries.
- - Accurately documented patient interactions across multiple systems while maintaining HIPAA compliance.
- Remote
Customer Service Specialist
Solara Medical Supplies
Livonia, MI
07.2018 - 02.2022
- - Supported patients with diabetic equipment in a fast-paced call-center environment.
- - Accessed and updated patient records while maintaining confidentiality and HIPAA standards.
- - Processed credit card payments and resolved billing inquiries.
Patient Service Representative
West Dermatology
Las Vegas, NV
07.2017 - 06.2018
- - Answered 70+ daily calls to schedule appointments and respond to patient inquiries.
- - Created and updated patient medical records and verified demographic information.
Customer Service Representative
Dialogue Direct
Macomb, MI
05.2016 - 06.2017
- - Assisted customers with insurance options, enrollment, and policy changes.
- - Handled inbound calls and assessed client needs to recommend appropriate coverage.
Education
High School -
Dakota High School
Macomb, MISkills
- Patient & Customer Support
- Inbound/Outbound Calling
- HIPAA Compliance
- Medication & Program Support
- Scheduling
- Payment Processing
- Account Documentation
- Remote Work
- Multisystem Navigation
Timeline
Patient Care Representative
IQVIA
03.2022 - 08.2025
Customer Service Specialist
Solara Medical Supplies
07.2018 - 02.2022
Patient Service Representative
West Dermatology
07.2017 - 06.2018
Customer Service Representative
Dialogue Direct
05.2016 - 06.2017
High School -
Dakota High School