Koquica Jones
Lake City,FL
Summary
Dedicated Healthcare Customer Service Representative with expertise in EMR systems and HIPAA compliance. Maintained 99% documentation accuracy while streamlining workflows, successfully managing patient needs and ensuring compliance with data security standards.
Overview
4
4
years of professional experience
Work History
Healthcare Customer Service Representative
Keefe
03.2024 - 07.2026
- Managed 80+ daily inbound and outbound customer interactions, maintaining 98% satisfaction and 95% first-contact resolution rates.
- Resolved 500+ complex customer concerns monthly, achieving average resolution time under 5 minutes and 96% same-day resolution rate.
- Exceeded monthly KPI targets by 15% for 12 consecutive months, ranking among top 5% for quality assurance and customer metrics.
- Reduced customer escalations by 30% and repeat contacts by 25%, enhancing team-wide satisfaction scores by 20%.
- Identified recurring service gaps, collaborated with leadership on process enhancements, and improved workflow efficiency by 20%.
- Achieved 99% CRM documentation accuracy across all interactions, ensuring zero audit deficiencies or data security violations.
- Ensured 100% compliance with data security and confidentiality standards, recording zero violations throughout tenure.
Healthcare Customer Service Representative
Aramark
01.2022 - 01.2024
- Handled 70+ daily customer interactions with a consistent 97% satisfaction rating - meeting all productivity, quality assurance, and compliance benchmarks each quarter.
- Resolved 100+ escalated customer concerns monthly, increasing first-contact resolution rates by 20% within a year.
- Processed 400+ monthly service requests with a 96% on-time resolution rate and zero SLA breaches across all assigned cases.
- Achieved 100% compliance with data security and confidentiality standards, maintaining zero violations throughout tenure.
- Standardized CRM data entry protocols and implemented real-time interaction logging, reducing documentation errors by 35%.
Education
High School Diploma - General Education
Columbia County Adult Education
Lake City, FL01-2014
Skills
- Healthcare support
- EMR systems
- HIPAA compliance
- Patient scheduling
- Insurance verification
- Prior authorizations
- Medical terminology
- Claims assistance
- Data entry
- Administrative support
- Workflow coordination
- Microsoft Office Suite
- Multiline phones
- Remote support
- Client assistance
Timeline
Healthcare Customer Service Representative
Keefe
03.2024 - 07.2026
Healthcare Customer Service Representative
Aramark
01.2022 - 01.2024
High School Diploma - General Education
Columbia County Adult Education