Cerner
Laporsha Hayes
Customer Experience Representative
Summary
Dedicated and patient-focused Customer Experience Representative with extensive experience in high-volume healthcare customer service, patient scheduling, participant support, and remote call center operations. Skilled in managing inbound and outbound communications while providing compassionate assistance, resolving concerns, and delivering exceptional customer experiences in fast-paced healthcare environments. Experienced in coordinating appointments, documenting interactions accurately within CRM and healthcare systems, routing inquiries appropriately, and collaborating with cross-functional teams to ensure seamless participant support. Proficient in multitasking across multiple systems, maintaining HIPAA compliance, and balancing empathy with efficiency while meeting productivity, quality, and service metrics. Strong background supporting patients, members, and healthcare consumers through scheduling, education, follow-up, and issue resolution in remote healthcare and customer support settings.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative
Dartmouth-Hitchcock Medical Center
01.2018 - 05.2026
- Assist patients and research participants with questions regarding appointments, healthcare programs, and clinical research studies
- Explain services, procedures, and next steps in clear and easy-to-understand language
- Help reduce confusion or anxiety by providing empathetic and patient-centered support
- Guide individuals through enrollment, registration, screening, and intake processes
- Educate patients on required documentation, preparation instructions, and scheduling details
- Support underserved populations who may face barriers to healthcare access
- Handle high volumes of inbound and outbound calls professionally and efficiently
- Respond to emails, text messages, voicemails, and online inquiries
- Conduct outreach calls to schedule appointments, confirm visits, provide reminders, or follow up on missed appointments
- Maintain excellent phone etiquette and active listening skills during every interaction
- De-escalate frustrated or confused callers while maintaining professionalism and empathy
- Ensure all communication reflects Care Access’ mission and values
- Schedule and reschedule patient appointments, research visits, screenings, and mobile clinic services
- Coordinate appointment availability across providers, clinics, and research teams
- Verify appointment details and ensure participants understand visit expectations
- Monitor scheduling systems to prevent conflicts, delays, or gaps in care
- Assist with participant retention efforts by maintaining communication and reducing no-show rates
- Coordinate follow-up services and referrals when necessary
- Help participants understand clinical trial processes and participation requirements
- Provide general information regarding research studies while remaining compliant with protocols
- Support recruitment and engagement initiatives for research programs
- Maintain confidentiality and accuracy when handling sensitive health information
- Ensure participants complete required forms, questionnaires, or screenings
- Accurately document all interactions within CRM systems, scheduling platforms, or healthcare databases
- Maintain detailed notes regarding participant communication, scheduling activity, and follow-up actions
- Verify demographic information, insurance details, and contact information
- Enter and update patient records while maintaining data integrity
- Track outreach attempts, appointment outcomes, and participant engagement metrics
- Follow HIPAA and privacy guidelines when handling protected health information
- Resolve participant concerns efficiently while maintaining a high-quality experience
- Escalate complex clinical or operational concerns to the appropriate departments
- Troubleshoot scheduling, communication, or technical issues impacting appointments or participation
- Provide service recovery for dissatisfied callers or participants
- Balance empathy with efficiency in a fast-paced environment
- Maintain professionalism during emotionally sensitive interactions
- Logging into phone, CRM, and scheduling systems remotely
- Managing back-to-back inbound and outbound calls
- Scheduling participants for research studies or healthcare visits
- Answering questions about services, eligibility, or appointments
- Sending reminders and follow-up communications
- Updating participant documentation in real time
- Coordinating with clinical staff, recruiters, or operations teams
- Monitoring queues, emails, and support tickets
Customer Experience Representative
Tuft Medical Center
01.2014 - 01.2018
- Answer high-volume inbound calls, emails, text messages, and online inquiries from patients, research participants, and community members regarding healthcare services, clinical research studies, appointments, and program eligibility.
- Provide clear, professional, and compassionate communication while addressing patient questions, concerns, or scheduling needs.
- Educate individuals on healthcare services, research opportunities, screening processes, appointment preparation, and next steps in an easy-to-understand manner.
- Assist patients who may experience barriers to healthcare access by providing guidance, reassurance, and support throughout the process.
- Deliver excellent customer service while maintaining empathy, professionalism, and confidentiality during all interactions.
- Schedule, reschedule, and confirm appointments for healthcare visits, screenings, mobile clinic services, and clinical research participation.
- Coordinate scheduling logistics across providers, clinical teams, mobile units, and operational departments to ensure efficient patient flow.
- Verify appointment availability, participant eligibility, demographic information, and required documentation before scheduled visits.
- Conduct outbound reminder calls, follow-up communications, and missed appointment outreach to improve attendance and participant engagement.
- Monitor scheduling systems and appointment queues to minimize delays, prevent conflicts, and optimize operational efficiency.
- Support recruitment and engagement efforts for clinical research studies and healthcare programs.
- Explain general clinical trial processes, participation expectations, consent procedures, and appointment requirements while remaining compliant with company guidelines and protocols.
- Assist participants with completing registration forms, intake questionnaires, screenings, and required documentation.
- Maintain accurate participant records and ensure all information is documented appropriately within company systems.
- Help improve participant retention by maintaining consistent communication and providing a supportive patient experience.
- Accurately document all patient and participant interactions in CRM systems, scheduling software, and healthcare databases in real time.
- Update patient demographics, insurance details, contact information, and scheduling records while maintaining data integrity and accuracy.
- Maintain detailed notes regarding participant concerns, outreach attempts, scheduling activity, follow-up actions, and service outcomes.
- Review records for completeness and escalate discrepancies or missing information when necessary.
- Ensure compliance with HIPAA regulations, privacy standards, and company policies regarding protected health information.
- Resolve participant concerns, scheduling issues, and service-related problems efficiently while maintaining a positive customer experience.
- De-escalate frustrated or anxious callers using empathy, active listening, and professional communication techniques.
- Troubleshoot scheduling conflicts, communication issues, or technical concerns impacting appointments or participant engagement.
- Escalate complex operational, clinical, or technical concerns to the appropriate departments for resolution.
- Provide service recovery support to maintain participant satisfaction and trust.
- Monitor shared inboxes, communication queues, and support requests to ensure timely responses and workflow management.
- Collaborate with clinical staff, recruiters, operations teams, and leadership to support organizational goals and patient care initiatives.
- Assist with reporting, appointment tracking, outreach documentation, and operational follow-up activities.
- Adapt to changing workflows, scheduling demands, and operational priorities in a fast-paced healthcare environment.
- Support company initiatives focused on improving healthcare accessibility and community outreach.
Education
Diploma -
Glenda Dawson High School
Pearland, TXSkills
- Customer Experience
- Patient Support
- Clinical Trial Support
- Participant Engagement
- Inbound & Outbound Calls
- High-Volume Call Center
- Healthcare Customer Service
- Appointment Scheduling
- Patient Coordination
- Call Routing
- CRM Documentation
- Ticketing Systems
- HIPAA Compliance
- Healthcare Administration
- Patient Communication
- Service Recovery
- Conflict Resolution
- De-escalation Techniques
- Active Listening
- Multitasking
- Data Entry
- Documentation Accuracy
- Remote Work
- Cross-Functional Collaboration
- Participant Retention
- Patient Intake
- Scheduling Coordination
- Microsoft Office Suite
- Google Workspace
- EHR/EMR Systems
- Zendesk
- Quality Assurance
- Productivity Metrics
- Time Management
- Problem Solving
- Administrative Support
- Email & Chat Support
- Healthcare Navigation
- Customer Satisfaction (CSAT)
- Schedule Adherence
- Average Handle Time (AHT)
Software
Meditech
Epic
Salesforce
Cpt codes
Eclinical
Outlook
Microsoft Suites ,excel,word,PowerPoint
Slack,teams,webex
Timeline
Customer Experience Representative
Dartmouth-Hitchcock Medical Center
01.2018 - 05.2026
Customer Experience Representative
Tuft Medical Center
01.2014 - 01.2018
Diploma -
Glenda Dawson High School