Maurice Singletary
Atlanta,,GA
Summary
Dedicated healthcare customer service professional skilled in managing high-volume client interactions. Recognized for building rapport and ensuring customer satisfaction while adhering to confidentiality and compliance standards. Proven track record in the financial and healthcare sectors, consistently enhancing operational efficiency through effective negotiation and process optimization.
Overview
10
10
years of professional experience
Work History
Patient/Care Engagement Specialist,
Optum Services
WFH - Atlanta, GA
06.2023 - 03.2026
- Scheduled 70+ therapy appointments per day.
- Placed outbound calls to enroll clients in treatment plans.
- Documented each call and paired patients with a therapist best fitting their challenges.
- Managed client's schedule, scheduling and rescheduling appointments.
- Confirmed and reminded patients of upcoming sessions.
- Assisted clients with understanding insurance benefits and completing financial enrollment.
- Coordinated aftercare resources and helped families schedule outpatient therapy following program completion.
- Uphold client confidentiality and HIPAA regulations.
Customer Care Representative,
American Express
Atlanta, GA
03.2019 - 05.2023
- Managed over 100+ Customers per day.
- Negotiated with customers to collect full payment balances.
- Monitored outstanding account balances and determined need for further collections action.
- Monitored accounts and credit reports to identify delinquent and high-risk customers.
- Resolved customer billing issues to expedite cash flow.
- Managed customer inquiries and resolved issues efficiently to enhance satisfaction.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Customer Service Representative,
Focus Georgia
Atlanta, GA
09.2016 - 01.2019
- Enrolled licensees for professional licenses.
- Processed more than 60 payments per day.
- Managed high-volume inbound calls, ensuring timely resolution of customer inquiries and concerns.
- Made sure all businesses and professional licenses were in good standing with the state of Georgia by renewal deadlines.
- Created approval / rejection documents for customers who met and did not meet state board requirements.
Education
High School Diploma -
Tri-Cities High School
East Point, GASkills
- Team Leadership
- Strong Verbal Communication
- Proficient in Typing at 75 WPM
- Empathy and Customer Service Orientation Skills
- Expert in Negotiation Strategies
- Complex Problem-Solving
- Understanding Customer Needs
- Meeting Deadlines
- Attention to Detail
AWARDS
Top Scheduler 2024-2025
Highest Conversion Rate 2024-2025
Top Producer 2024
AMEX Top Collector 2022
Above & Beyond Award 2020
Timeline
Patient/Care Engagement Specialist,
Optum Services
06.2023 - 03.2026
Customer Care Representative,
American Express
03.2019 - 05.2023
Customer Service Representative,
Focus Georgia
09.2016 - 01.2019
High School Diploma -
Tri-Cities High School