Marquitta Barnes
Charlotte,NC
Summary
Dedicated customer service professional with 10+ years of experience in fast-paced, high-volume environments providing client support, problem resolution, data management, and account assistance. Strong background in handling escalations, managing sensitive information, and delivering exceptional customer experiences while consistently meeting performance goals and deadlines. Recognized for strong communication, organization, and commitment to customer satisfaction and team success.
Overview
1
1
year of professional experience
Work History
Patient Service Representative
Cencora
2016.01 - 2025
- Managed and maintained 200+ patient records weekly within CRM systems, ensuring accuracy, compliance, and timely updates to support seamless patient enrollment and program progression.
- Processed and organized over 75 inbound/outbound documents and faxes daily, including labeling, attaching, and auditing records for accuracy and regulatory compliance.
- Collaborated cross-functionally with healthcare providers, pharmacies, and internal teams to support prescription renewals, copay assistance requests, and patient escalations while consistently meeting program deadlines and service expectations.
- Reviewed and analyzed patient documentation for potential adverse events, ensuring timely reporting and adherence to compliance and safety regulations.
- Conducted routine audits of program reports and patient data, identifying discrepancies and implementing corrections to improve operational accuracy and efficiency.
- Supported multiple scheduled and ad hoc departmental projects while maintaining productivity in a high-volume, deadline-driven environment.
Customer Service Representative
Optum (UHC, BCBS)
2015.01 - 2016.01
- Delivered high-quality customer support to members, providers, and payors by resolving health-related inquiries efficiently while maintaining strong customer satisfaction and professionalism.
- Maintained strict compliance with HIPAA regulations and company policies when handling confidential patient and healthcare information.
- Handled a high volume of inbound calls regarding claims processing, eligibility, benefits, and order status inquiries, consistently focusing on first-call resolution and positive customer experiences.
- Educated customers on prescription coverage, formularies, premiums, and benefit plans to improve understanding and reduce repeat inquiries.
- Reviewed and verified healthcare claims by navigating multiple systems and databases to ensure accurate processing and timely resolution.
- Applied claims processing guidelines, CMS/Medicare regulations, state mandates, and benefit plan policies to ensure proper benefit determination and compliance.
- Collaborated with internal departments including Appeals, Utilization Management, and Claims to resolve processing discrepancies, reduce escalations, and improve overall service efficiency.
Education
Certified Medical Assistant (CMA) -
York Technical College
High School Diploma - undefined
Lancaster High School
Skills
- Exceptional Customer Service
- Accounts Payable
- HIPAA Compliant
- CPR Systems
- Salesforce, Avaya, Patient Plus, & Calabrio
- Medicare
- Excellent written & Verbal Skills
- Proficient in Microsoft Word & Excel
- Strong Organizational Skills
- Data Entry
- Administrative Experience
- Clinical Knowledge
- Data Entry, Filling, and Record Management
- SAP, Access, and Ensemble Computer Systems
- Paychex processing payroll and SharePoint TRD
HIPAA Compliant
CPR Systems
Salesforce, Avaya, Patient Plus, Calabrio
Conflict Resolution
Patient Assistance Plans
Medicare
Excellent written & Verbal Skills
Customer Satisfaction
Empathic & Active Listener
Proficient in Microsoft Word & Excel
Strong Organizational Skills
Data Entry
Solution-Focused
Administrative Experience
Clinical Knowledge
Great written and verbal communication
Data Entry, Filing, and Record Management
SAP, Access, and Ensemble Computer Systems
Paychex processing payroll and SharePoint TRD
Timeline
Patient Service Representative
Cencora
2016.01 - 2025
Customer Service Representative
Optum (UHC, BCBS)
2015.01 - 2016.01
High School Diploma - undefined
Lancaster High School
Certified Medical Assistant (CMA) -
York Technical College