Louina Martin
Weymouth,MA
Summary
As a seasoned Patient Care Specialist and Healthcare Customer Service Representative with 6years of experience, I possess a unique blend of skills that enable me to provide top notch support to patients. My responsibilities have included scheduling appointments, addressing insurance-related issues, processing referrals, and providing patients with clear and compassionate guidance. I take pride in my ability to establish trust quickly, resolve concerns with empathy and professionalism, and maintain my composure in high-pressure healthcare settings. My colleagues appreciate my attention to detail, my ability to work collaboratively within multidisciplinary teams, and my commitment to continually improving workflow efficiency and patient satisfaction. Above all, I'm passionate about delivering exceptional care, advocating for patient needs, and fostering a positive and supportive customer service experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Representative
Aya Healthcare
11.2023 - 05.2025
- Managed high-volume inbound calls, providing exceptional customer service and issue resolution.
- Trained new team members on call handling procedures and company policies.
- Implemented process improvements to enhance call efficiency and customer satisfaction.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Conducted quality assurance assessments on calls, ensuring compliance with company standards.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Patient Care Specialist
Teleperformance
10.2021 - 09.2023
- Coordinated patient appointments and managed scheduling to optimize clinic workflow.
- Assisted healthcare providers in delivering high-quality patient care through effective communication.
- Monitored patient progress, documenting changes accurately in electronic health records.
- Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
- Coordinated patient care plans in collaboration with healthcare professionals.
- Maintained accurate patient records using electronic health record (EHR) systems for compliance and quality assurance.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Analyzed patient feedback to identify areas for service improvement and implemented corrective actions.
- Negotiated with insurance companies to secure coverage for necessary treatments, alleviating financial burdens for patients.
Customer Service Representative
Confidential HealthCare
07.2020 - 09.2021
- Coordinated and resolved service-related issues for internal and external customers.
- Worked with customers in past due status to negotiate solutions that enabled uninterrupted service.
- Resolved customer inquiries through phone and email communication, ensuring timely and accurate responses.
- Maintained detailed records of customer interactions using CRM software to track issues and resolutions.
- Collaborated with cross-functional teams to address complex customer issues, enhancing overall service quality.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Handled high-volume calls, ensuring timely responses to customer needs.
- Collaborated with team members to improve service delivery processes.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Patient Care Coordinator
Conduent
02.2019 - 05.2020
- Coordinated patient care activities to enhance overall service delivery and patient satisfaction.
- Managed appointment scheduling, ensuring optimal use of healthcare provider time and resources.
- Communicated effectively with patients regarding treatment plans and follow-up care instructions.
- Collaborated with multidisciplinary teams to streamline patient transitions across healthcare settings.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
Customer Service Support Specialist
Synergy Healthcare Solutions
03.2018 - 01.2019
- Assisted customers by addressing inquiries and resolving issues promptly.
- Contributed to a positive customer experience through attentive service and follow-up.
- Supported team in maintaining accurate customer records and documentation.
- Engaged with clients through various communication channels to ensure satisfaction.
- Collaborated with colleagues to streamline processes and improve service delivery.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Developed comprehensive knowledge of products and services to better assist customers.
- Provided exceptional customer support through phone and email communications, resolving inquiries promptly.
Education
Graduate Certificate - Medical Terminology
HealthCare-EDU
03.2023
Graduate Certificate - HIPAA Certificate
International Healthcare Training
08.2021
Graduate Certificate - PCT
International HealthCare Training
07.2020
Graduate Certificate - CPR/BLS
Community College of Norwich
02.2019
GED -
Community College of Norwich
Norwich, CT01.2018
Skills
- Outbound Calls
- Call Handling
- Inbound Calls
- Data Entry
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Inbound phone calls
- Call center operations
- Communicating with clients
- Answering questions
- Call control
- Complaint resolution
- Sales expertise
- CRM navigation
Certification
- CPR
- BLS
- OSHA
- PCT
- MEDICAL TERMINOLOGY
- CUSTOMER CONFLICT RESOLUTION
Timeline
Call Center Representative
Aya Healthcare
11.2023 - 05.2025
Patient Care Specialist
Teleperformance
10.2021 - 09.2023
Customer Service Representative
Confidential HealthCare
07.2020 - 09.2021
Patient Care Coordinator
Conduent
02.2019 - 05.2020
Customer Service Support Specialist
Synergy Healthcare Solutions
03.2018 - 01.2019
Graduate Certificate - HIPAA Certificate
International Healthcare Training
Graduate Certificate - PCT
International HealthCare Training
Graduate Certificate - CPR/BLS
Community College of Norwich
Graduate Certificate - Medical Terminology
HealthCare-EDU
GED -
Community College of Norwich