Mahogany Gray
Lafayette,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2025
2025
years of professional experience
Work History
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Implemented cognitive-behavioral techniques to address negative thought patterns and promote healthier thinking habits among clients.
- Used Software to document patient information, progress notes, and treatment plans.
- Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.
Healthcare Customer Service Representative
Embrace Home Health
07.2022 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Supported accounts receivable operations within assigned functions.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Handled customer service inquiries in person, via telephone and through email.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed patient registration process, confirming data accuracy and completeness.
- Investigated insurance claims denials and appeals.
- Developed and implemented customer service policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Balanced deposits and credit card payments each day.
Anesthesia Technician
Women’s Hospital /Travel
11.2021 - Current
- Maintained sterile anesthesia supplies within expiration date.
- Maintained and cleaned anesthesia machines by changing soda-lime, refilling vaporizers with anesthetic agents and replacing nitrous, oxygen and air cylinders.
- Stocked anesthesia supplies in anesthetizing locations, fiber optic carts, ploss carts and emergency airway bags.
- Assisted with transports of invasively monitored O.R. and I.C.U. patients.
Behavior Technician
Aya Healthcare
04.2020 - Current
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Supported client using principles of applied behavior analysis.
- Used Software to document patient information, progress notes, and treatment plans.
- Monitored patient behavior and immediately reported changes to supervising physician.
- Charted on each patient daily.
DSW Worker
Rescare Homecare
05.2022 - 11.2022
- Transported and accompanied clients to therapy and doctor appointments.
- Completed home management tasks by preparing meals, grocery shopping and cleaning.
- Corrected unacceptable behavior through with gentle discipline and feedback to help clients meet necessary house rule requirements.
- Maintained records of client condition, progress and care using [Software].
- Conversed, entertained and read aloud to clients to promote mental health and alertness.
- Stimulated clients during in-house activities by conducting therapeutic exercises such as recreational games, physical exercises and occupational arts and crafts.
- Analyzed overall client performance to recommend specific plan goals.
- Facilitated groups to discuss clients' restorative goal needs, focusing on daily living skills, social skills, community participation and mental health.
- Registered customer information on database to enable tracking history and maintain accurate records.
Medical Receptionist
Lafayette General Medical Center
02.2018 - 06.2022
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Transcribed phone messages and relayed to appropriate personnel.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Mental Health Support Worker
Supplemental Health Care
01.2018 - 05.2022
- Provided complex crisis intervention and stabilization to patients in psychological distress.
- Documented client progress in confidential files.
- Developed and implemented activities to help clients develop social and independent living skills.
- Monitored client progress and provided feedback to families and treatment team members.
- Collaborated with medical and clinical personnel to coordinate and implement client services.
- Provided clients with recommendations to community resources.
- Facilitated support groups for clients to discuss issues related to mental health.
- Provided case management services to monitor client access to resources and services.
Education
High School Diploma -
South Louisiana Community College
Lafayette, LA05.2016
Skills
- Product Presentation
- Operational Efficiency
- Light Housekeeping
- General Housekeeping
- Electronic Medical Record
- Patient Callbacks
- EMR Systems
- Call Transfers
- Bookkeeping Support
- Reminder Calls
- Records Maintenance
- Referral Verification
- Medical Transcription
- Front Desk Operations
- Behavioral Health Technician
- Records Maintenance
- Referral Verification
- Medical Transcription
- Front Desk Operations
- Anesthesia Technician
Timeline
Healthcare Customer Service Representative
Embrace Home Health
07.2022 - Current
DSW Worker
Rescare Homecare
05.2022 - 11.2022
Anesthesia Technician
Women’s Hospital /Travel
11.2021 - Current
Behavior Technician
Aya Healthcare
04.2020 - Current
Medical Receptionist
Lafayette General Medical Center
02.2018 - 06.2022
Mental Health Support Worker
Supplemental Health Care
01.2018 - 05.2022
High School Diploma -
South Louisiana Community College
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