Open To Work
Kimberly Johnston
Horseshoe Bend,AR
Work Preference
Summary
Results-oriented professional with extensive experience in high-volume customer service and technical escalations. Demonstrates a commitment to HIPAA compliance and operational efficiency while effectively resolving complex patient issues and enhancing customer relationships.
Overview
18
18
years of professional experience
Work History
Remote Patient Services Representative
Village Medical
08.2022 - Current
- Committed to solving problems with patience and understanding, providing knowledgeable service that consistently exceeded patient expectations
- Answered all phone calls in a patient, empathetic, and passionately communicative manner
- Scheduled appointments and demonstrated active listening to identify and analyze client problems, providing information and solutions in a timely manner
- Communicated appointment details, insurance information, and medical questions effectively via telephone, email, and chat to enhance patient understanding
- Consistently processed requests with the absolute highest degree of operational accuracy
- Addressed all barriers to care including language, transportation restrictions, and financial needs.
- Guided patients through care options, ensuring timely access to necessary services
- Provided clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient's electronic health records
- VillageMD
Cashier
Walmart
Batesville, AR
11.2020 - 08.2022
- Provided prompt and courteous customer service at point of sale to enhance customer satisfaction
- Scanned coupons, applied discounts, processed payments, and rang up sales on computerized cash registers
- Monitored self-scan area to prevent shrinkage and maintain inventory accuracy
- Substituted for team leads to ensure all processes and procedures were completed according to company standards
- Coordinated team scheduling of lunches and breaks to ensure optimal coverage during peak business hours
Customer Service Front Counter
SUN COUNTRY CLEANERS
11.2019 - 10.2020
- Greeted customers warmly upon their arrival at the store.
- Executed checkout procedures accurately to maintain transaction integrity.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
CVS PHARMACY
09.2017 - 06.2019
- Responded to patients and referral sources with accurate information to address inquiries and improve service quality.
- Communicated effectively across diverse settings to enhance customer understanding and satisfaction.
- Assessed situations and made decisions to resolve issues promptly, ensuring customer concerns were addressed.
- Ensured accuracy in all documentation and data entry tasks.
- Worked in teams and coordinated efforts to ensure timely completion of work assignments
Cashier
THE HOME DEPOT
12.2015 - 08.2016
- Greeted and assisted customers, qualifying needs and closing sales effectively
- Provided fast, friendly service by actively seeking out customers, assessing their needs and providing assistance
- Executed standard checkout process, ensuring accuracy and minimizing shrinkage
- Maintained in-stock condition and ensured cleanliness and safety of assigned areas
- Provided a safe working and shopping environment by following all safety policies & standards
- Worked in cooperation with the Department Supervisor and other associates in all departments
Customer Service Representative
LEGOLAND
09.2015 - 12.2015
- Made bookings and took payments, ensuring customers were aware of the terms and conditions
- Answered and made calls, ensured customers had the necessary information to make a booking
- Assisted customers with general enquiries relating to the division
- Redirected customer calls to appropriate departments, enhancing service delivery.
- Collaborated with call center team during high call volumes, ensuring consistent support and service.
- Accurately recorded customer details
- Maintained a lively positive attitude in the call center, which was portrayed to the customer
- Worked within a team towards a common objective
- Assisted the Team Leader with special projects and additional tasks.
Front Office Student Employee
UNIVERSITY OF MISSISSIPPI
08.2013 - 03.2015
- Greeted visitors and provided assistance based on individual needs
- Supported various office projects by organizing tasks and resources.
- Responded to incoming telephone calls, providing information and assistance.
Supervisor
HANCOCK FABRICS, INCORPORATED
02.2013 - 07.2013
- Orchestrated product merchandising to attract customer interest and drive sales
- Guided customers through purchase decisions to enhance satisfaction
- Facilitated customer return requests to ensure a smooth transaction experience
- Coached associates with their daily responsibilities to ensure neatness and cleanliness of store
- Educated and enforced associates and customers on store policies
- Ensured stock was relocated to store shelves
- Managed daily cash deposit transactions
Customer Service Representative
MILWAUKEE ELECTRIC TOOL
12.2011 - 02.2013
- Conferred with customers by telephone or in person to provide information about products and services, entered orders, canceled accounts, and resolved complaints
- Maintained detailed records of customer interactions and transactions, documenting inquiries, complaints, comments, and actions taken for future reference
- Identified and corrected data entry errors to ensure accuracy in customer records and reported unresolved issues to supervisors
- Read orders to ascertain catalog numbers, sizes, colors and quantities of merchandise
- Calculated item prices based on inventory and sales data.
Escalations Help Desk Cae4
COMCAST CABLE
06.2008 - 12.2011
- Obtained and examined all relevant information to assess validity of complaints and to determine probable causes
- Coordinated internal and external resources to efficiently resolve customer issues.
- Referred unresolved customer grievances to designated department, ensuring timely investigation and resolution.
- Contacted customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments
- Acted as initial contact for Senior Management, streamlining communication and information exchange.
- Prioritized workload based on timing and severity of issue
- Assisted with supervisor call back requests addressing customer complaints
- Demonstrated a positive leadership role by setting an example of outstanding customer service when servicing our customers and while in meetings
- Provided floor support and new hire training.
Education
ASSOCIATE OF ART - Social Work
NORTHWEST MISSISSIPPI COMMUNITY COLLEGE
Southaven, MS05-2013
Skills
- Electronic medical records management
- Patient navigation and scheduling
- Insurance verification and compliance
- HIPAA adherence
- Customer relationship management
Timeline
Remote Patient Services Representative
Village Medical
08.2022 - Current
Cashier
Walmart
11.2020 - 08.2022
Customer Service Front Counter
SUN COUNTRY CLEANERS
11.2019 - 10.2020
Customer Service Representative
CVS PHARMACY
09.2017 - 06.2019
Cashier
THE HOME DEPOT
12.2015 - 08.2016
Customer Service Representative
LEGOLAND
09.2015 - 12.2015
Front Office Student Employee
UNIVERSITY OF MISSISSIPPI
08.2013 - 03.2015
Supervisor
HANCOCK FABRICS, INCORPORATED
02.2013 - 07.2013
Customer Service Representative
MILWAUKEE ELECTRIC TOOL
12.2011 - 02.2013
Escalations Help Desk Cae4
COMCAST CABLE
06.2008 - 12.2011
ASSOCIATE OF ART - Social Work
NORTHWEST MISSISSIPPI COMMUNITY COLLEGE