MERCEDEZ CHRISTIAN
Summary
Dynamic customer service professional with extensive experience at C31 Solutions/Sutherland Global, excelling in patient support and satisfaction. Proven ability to streamline processes and enhance service efficiency. Skilled in medical terminology and HIPAA compliance, with exceptional communication and problem-solving abilities, fostering strong relationships and loyalty among clients.
Overview
8
8
years of professional experience
Work History
Customer Service Healthcare Representatives
C31 SOLUTIONS/SUTHERLAND GLOBAL
08.2023 - 12.2025
- Address high-volume calls ensuring patient satisfaction and seamless service experience.
- Streamlined customer inquiry process, reducing average call time and enhancing satisfaction rates for healthcare-related queries.
- Meticulously documented customer interactions, contributing to the improvement of knowledge base resources for more efficient issue resolution.
- Provided empathetic support to patients navigating healthcare services, resulting in positive feedback and increased customer loyalty.
Chat Support Agent
IQOR HUMANA
03.2020 - 07.2023
- Handle customer inquiries promptly via live chat.
- Provide accurate, valid, and comprehensive information by using the right methods/tools.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Meet personal/customer service team targets and call handling quotas.
Insurance Customer Service Agent
XEROX
06.2020 - 07.2022
- Offering support, encouragement to patients.
- Updating and filing patients' medical records, filling out insurance forms.
- Used on-site computer systems to access figures and documentation associated with available service plans.
- Answered guest questions and walked through features of wireless devices to resolve confusion about device features.
- Welcomed guests and asked open-ended questions to best determine which products would meet needs.
- Searched to find requested plane availability.
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales.
Patient Access Representative Admissions
BEHAVIORAL HOSPITAL OF BELLAIRE
03.2018 - 05.2020
- Greet patients and visitors and providing assistance as needed.
- Ensure that all necessary forms and documents are completed accurately and in a timely manner.
- Maintaining patient confidentiality and ensuring that all HIPAA regulations are followed.
- Collecting and processing patient information, specimen collections and entering it into the electronic medical records systems.
Education
High School Diploma -
Tri-Cities High School
05-2010
Skills
- Trusted key holder
- Exceptional communication skills
- Quick learner
- Medical codes and terminology
- HIPAA compliance
- Scheduling software
- CRM Software
- Proficient in Microsoft software
- Advanced user PowerPoint and excel
- Engaging and enthusiastic personality
- Team player with good coordinating skills
- Multitask across multiple channels (email, chat and taking calls)
- Problem solving
- Honest, reliable and punctual
- Customer Support
- Account Management
- Troubleshooting
References
Available upon request.
Timeline
Customer Service Healthcare Representatives
C31 SOLUTIONS/SUTHERLAND GLOBAL
08.2023 - 12.2025
Insurance Customer Service Agent
XEROX
06.2020 - 07.2022
Chat Support Agent
IQOR HUMANA
03.2020 - 07.2023
Patient Access Representative Admissions
BEHAVIORAL HOSPITAL OF BELLAIRE
03.2018 - 05.2020
High School Diploma -
Tri-Cities High School