Marissa Jones
La Grange,GA
Summary
Dedicated Patient Service Representative with knowledge of healthcare field ,customer service, and call center experience with proven multitasking abilities. I'm committed to maintaining professional relationships to increase profitability and drive business results. Adept at patient advocacy and education with commitment to efficiency and effective communication. Skilled at coordinating busy offices and maintaining professionalism in stressful situations while following policies, procedures, and guidelines to ensure quality patient success
Overview
12
12
years of professional experience
Work History
Business Manager /Owner / Business Manager /Lead Customer Service Representative
Country Roads Crafts
01.2020 - Current
- Place outbound calls, answer inbound calls averaging 30+ daily, take orders, and create and send billing invoices
- Process payments and customize and ship apparel, accessories, and tumblers
- Track and record finances in QuickBooks and Microsoft Word Suite
- Manage social media accounts for marketing purposes, track inventory, and order supplies
- Provide customer service and possess patience, creativity, and good judgment.
- Streamlined business processes by implementing new project management tools and techniques.
- Enhanced customer satisfaction levels by implementing effective feedback system and addressing concerns promptly and efficiently
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Procedure Scheduler
NeXUS Pain Center
10.2023 - 02.2024
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Coordinated with medical professionals to ensure seamless communication regarding patient appointments and procedures.
- Ensured accuracy of medical records by verifying critical information before inputting into database system during patient registration.
- Schedule diagnostic and/or therapeutic procedures for all surgical patients and visits with medical personnel
- Compile Patient records, procedure orders and consent to ensure they are valid within 30-day time period.
- Obtain and evaluate patients' profiles for upcoming visits and resolve scheduling conflicts.
- Answer phone calls, emails, voicemails and greeting patients and prospective patients and reminding them of upcoming appointments.
- Verify and update patient information in EHR ( E-clinical Works)
- Oversee patient relations & handle patient complaints.
- Explain Surgery Guidelines to patient prior to surgery date
- Answer and respond to telephone calls with professionalism.
- Ensure that HIPAA Notice is stressed to each caller and patient upon arrival.
Remote Service Coordinator
Numotion
06.2021 - 10.2023
- Process Payments and refunds in payment system while managing alive answer rate of 95% and better for incoming calls, respond to customer inquiries, requests, and complaints in timely manner working with other staff members to increase customer satisfaction and turnaround times
- Schedule appointments to assure timely provision of service and repair as directed by tasks & management while meeting all set productivity and performance standards including keeping abreast of funding requirements and technological advances.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering amicable working environment conducive to collaboration.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Apple Advisor / Customer Service / Remote
Teleperformance USA | Call Center
01.2017 - 02.2018
- Answered inbound calls, placed outbound calls, entered customer orders, and processed payments resulting in 90% call rate
- Assisted Mac and Windows customers with questions and troubleshooting via online chat
- Met established metrics, handled escalations, and processed refunds and exchanges
- Maintained confidentiality of customers' personal and billing information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high call volume, consistently maintaining professional demeanor and prioritizing customers'' needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Customer Service Representative / Remote
Lifetouch Pictures
08.2015 - 02.2016
- Answered incoming calls, placed outbound calls, and assisted customers with ordering photo packets
- Processed refunds and exchanges through third party payment system
- Managed time and interactions to meet company goals and metrics.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Substitute Teacher
Lee County School System
09.2012 - 05.2013
- Followed and created lesson plans, assisted students with questions, and graded papers
- Placed outbound calls to schedule conferences and copied and filed paperwork
- Supervised children with special needs and maintained a safe learning environment.
- Conferred with parents or guardians, other teachers, counselors and administrators to resolve students' behavioral and academic problems.
- Collaborated with colleagues to develop interdisciplinary lesson plans, promoting a comprehensive understanding of the subject matter.
- Utilized differentiated instruction techniques to accommodate diverse learning needs within the classroom effectively.
- Monitored student progress and provided feedback to students, parents and school administrators.
Education
Associate of Applied Science - Health Sciences / Medical Assistant
Keiser University
Fort Lauderdale, FL06.2024
Associate of Science - Medical Coding/ Office Specialist
Ultimate Medical Academy
Tampa, FL04.2021
Skills
- Medical Terminology
- Maintaining Financial Records
- EHR Software
- Microsoft Outlook
- Call Metrics
- Updating Medical Records
- HIPAA Compliance
- Conflict Resolution
- Electronic Medical Records
- Data Entry
- Customer communications
Remote Office Availability
Academic Honors
- Recognition / Honor Roll / Member of the Alpha Beta Kappa Honors Society (ABK).
- Demonstrates independent work initiative, sound judgment, and attention to detail.
- Well-organized, able to prioritize duties and manage time in fast-paced environments.
- Works closely with team members to ensure customer satisfaction.
- Microsoft Office Applications (Word, Excel, and PowerPoint).
- Typing Speed: 54 WPM.
Key Qualifications
- Medical Terminology
- Medical Records
- HIPAA Compliance
- Third Party Payers
- CPT & ICD-10 Coding
- Medical Billing
- Medical Administrative
- Patient Registration
- Data Entry
Soft Skills
Critical Thinking Skills
Problem-Solving Skills
Attention to Detail
Emotional Intelligence
Timeline
Procedure Scheduler
NeXUS Pain Center
10.2023 - 02.2024
Remote Service Coordinator
Numotion
06.2021 - 10.2023
Business Manager /Owner / Business Manager /Lead Customer Service Representative
Country Roads Crafts
01.2020 - Current
Apple Advisor / Customer Service / Remote
Teleperformance USA | Call Center
01.2017 - 02.2018
Customer Service Representative / Remote
Lifetouch Pictures
08.2015 - 02.2016
Substitute Teacher
Lee County School System
09.2012 - 05.2013
Associate of Applied Science - Health Sciences / Medical Assistant
Keiser University
Associate of Science - Medical Coding/ Office Specialist
Ultimate Medical Academy
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