Miriam Dubuisson
Ft. Pierce,FL
Summary
Highly motivated ,hard-working, multi-tasking dedicated Customer Service professional also skilled in tackling administrative tasks in a fast-paced environment . With the ability to readily adapt to changing environments and demands. That is also detail-oriented and have excellent telephone etiquette and organization skills with outstanding documentation skills and computer skills. Highly motivated to expand knowledge and skills with superb people-skills and excellent decision-making skills and who takes initiative and has an innate drive to succeed. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
15
15
years of professional experience
Work History
Healthcare Customer Service Specialist
Performantcorp
07.2024 - 10.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained accurate records of all audit-related documents for easy access and retrieval during audits.
- Continuously improved personal knowledge of internal auditing practices through professional development opportunities and self-directed learning, contributing to the overall success of the team.
- Maintained customer records by updating account information.
- Served as a reliable point of contact between customers and other departments, facilitating seamless communication across the organization.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
Case Management Assistant
HCA Florida Lawnwood Hospital
12.2022 - 11.2023
- Provided compassionate assistance during challenging situations, helping patients navigate complex medical systems more easily.
- Facilitated smooth transitions between care settings by arranging necessary transportation and communicating relevant information to receiving facilities.
- Worked with homeless, diverse and low-income populations to assist in coping with mental health, substance abuse and recovery issues.
- Ensured timely communication between healthcare providers, fostering a collaborative care environment for patients.
- Improved patient outcomes with thorough assessment, planning, and advocacy in the case management process.
- Conducted regular follow-up calls with clients after discharge, ensuring they were well-supported in their recovery process.
- Maintained up-to-date and accurate contacts and progress note records.
- Enhanced patient care by efficiently coordinating case management processes and collaborating with healthcare professionals.
- Maintained detailed case notes documenting each interaction with clients, ensuring a consistent approach across the care continuum.
- Safeguarded patient privacy by adhering to HIPAA regulations during all aspects of case management activities.
- Promoted patient independence through education on self-care techniques and available resources.
- Attended regularly scheduled case management and staff meetings.
- Contributed to efficient discharge planning, working closely with social workers and other team members to secure appropriate post-hospital care arrangements.
- Collaborated with insurance providers to obtain authorizations for necessary treatments or procedures, minimizing financial burdens on patients.
- Completed intakes and assessments on clients to determine needs and eligibility for services and public benefits.
- Facilitated communication between clients and other service providers.
- Developed and maintained accurate records of programs and services.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
Medical Receptionist
Xpress Urgent Care
03.2018 - 10.2021
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Coordinated front office duties, including customer service, patient scheduling and billing.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Supported providers in outpatient medical office through coordinating all administrative operations.
- Kept waiting room neat and organized at all times by stacking magazines, removing trash and overseeing front desk.
- Adhered to strict HIPAA guidelines at all times to protect patient privacy.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Scheduled, rescheduled and handled cancelled appointments for patients.
- Obtained payments from patients and scanned identification and insurance cards.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed patient referrals to other medical specialists.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic and health history to keep information current.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
- Referred and screened patients to make best use of resources, triage staff and serve community members.
- Adhered to strict HIPAA guidelines to protect patient privacy.
Insurance Verification Specialist
Medical Data Systems Inc
05.2017 - 06.2017
- Followed up with customers on unresolved issues.
- Tracked the progress of all outstanding insurance claims.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Posted and adjusted payments from insurance companies.
- Confidently and adeptly handled claim denials and/or appeals.
- Examined patients’ insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
- Verified patients’ eligibility and claims status with insurance agencies.
- Managed collections claims for unpaid bills against the estates of debtors.
- Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
- Responded to correspondence from insurance companies.
- Identified and resolved patient billing and payment issues.
Legal Assistant
The Ticket Clinic - A Law Firm
04.2017 - 06.2017
- Acted as first point of contact for all clients.
- Managed accounts and records of clients with the highest levels of confidentiality and discretion.
- Entered new cases into company database.
- Received and placed telephone calls to clients and prospective clients.
- Screened telephone calls and forwarded them to the appropriate departments.
- Assisted potential clients with issues pertaining to traffic offenses I.e Traffic Tickets
- Answered a high volume of phone calls and email inquiries.
- Filed paperwork and organized computer-based information.
- Worked as a team with attorneys, administrative assistants and fellow legal assistants.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Completed electronic filings, initiated billing statements and managed firm administrative matters.
Customer Service Team Member
Teleperformance
07.2016 - 09.2016
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Directed calls to appropriate individuals and departments.
- Identified and resolved patient billing and payment issues.
- Effectively managed a high-volume of inbound and outbound customer calls per day by addressing customer inquiries, solving problems .
- Accurately documented and gathered and verified all required customer information while in a complex, fast-paced and challenging call center environment.
- Examined patients’ insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Certified Nursing Assistant
Grace Rehabilitation Center of Vero Beach
04.2016 - 06.2016
- Performed direct patient care by providing assistance with personal hygiene, grooming, and feeding , elimination, prevention of skin breakdown, rehabilitation and safety.
- Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patients’ clothing and bedside tables/equipment.
- Documents objective data and routine aspects of patient care.
- Assisted with patient transfer and ambulation.
- Monitored vital signs, such as blood pressure and pulse.
- Tested and recorded blood glucose levels.
- Obtained information about clients’ medical history, drug history, complaints and allergies.
Customer Service Representative
Convey Health Solutions
08.2013 - 04.2016
- Directed calls to appropriate individuals and departments.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Accurately documented, researched and resolved customer service issues.
- Gathered and verified all required customer information for tracking purposes.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Examined patients’ insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.
- Identified and resolved patient billing and payment issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Retail Customer Sales Associate/Cashier
Kmart
04.2014 - 07.2014
- Trained and served as a peer coach for new sales associates.
- Alerted customers to upcoming sales events and promotions.
- Cleaned and organized the store, including the checkout desk and displays.
- Welcomed customers into the store and helped them locate items.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Operated a cash register for cash, check and credit card transactions with 100% accuracy.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Assistant Front Office Receptionist
HANDS of St. Lucie County
03.2013 - 05.2013
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Maintained appropriate filing of personal and professional documentation.
- Screened personal and business calls and directed them to the appropriate party.
- Filed paperwork and organized computer-based information.
- Scanned documentation and entered into the database.
- Organized forms, made photocopies, filed records and prepared correspondence and reports.
- Managed and reviewed filing and office systems.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored office supplies by checking inventory and placing orders.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Office Administrative Assistant/Volunteer Work
VITAS Innovative Hospice
08.2009 - 10.2010
- Filed paperwork and organized computer-based information.
- Screened personal and business calls and directed them to the appropriate party.
- Maintained appropriate filing of personal and professional documentation.
- Sourced and ordered office equipment and supplies.
- Directed guests and routed deliveries and courier services.
- Helped distribute employee notices and mail around the office.
- Maintained a clean reception area, including lounge and associated areas.
- Assisted with receptionist duties, file organization and research and development.
- Scanned documentation and entered into the database.
- Organized forms, made photocopies, filed records and prepared correspondence and reports.
Education
Associate Degree In Nursing - Nursing
Carleen Health Institute
Plantation, FL09.2021
High School Diploma - undefined
Coconut Creek High School
Coconut Creek, FL2010
Associate of Science - Nursing
Keiser University
Port Saint Lucie, FL2021
Skills
- Dedicated team player
- Medical terminology
- Insurance eligibility
- Accurate and detailed
- CPR/First Aid certified
- Customer service-oriented
- Multi-line phone proficiency
- Patient-focused care
- Strong problem solving aptitude
- Adheres to customer service procedures
- HIPAA compliance
- OSHA compliance
- Exceptional telephone etiquette
- Office support (phones, faxing, filing)
- Effective conflict resolution
- Microsoft Office proficiency
- Patient scheduling
- Charting and clinical documentation
- Data entry
- Insurance verification
- Electronic medical records
- Appointment scheduling
Timeline
Healthcare Customer Service Specialist
Performantcorp
07.2024 - 10.2024
Case Management Assistant
HCA Florida Lawnwood Hospital
12.2022 - 11.2023
Medical Receptionist
Xpress Urgent Care
03.2018 - 10.2021
Insurance Verification Specialist
Medical Data Systems Inc
05.2017 - 06.2017
Legal Assistant
The Ticket Clinic - A Law Firm
04.2017 - 06.2017
Customer Service Team Member
Teleperformance
07.2016 - 09.2016
Certified Nursing Assistant
Grace Rehabilitation Center of Vero Beach
04.2016 - 06.2016
Retail Customer Sales Associate/Cashier
Kmart
04.2014 - 07.2014
Customer Service Representative
Convey Health Solutions
08.2013 - 04.2016
Assistant Front Office Receptionist
HANDS of St. Lucie County
03.2013 - 05.2013
Office Administrative Assistant/Volunteer Work
VITAS Innovative Hospice
08.2009 - 10.2010
High School Diploma - undefined
Coconut Creek High School
Associate of Science - Nursing
Keiser University
Associate Degree In Nursing - Nursing
Carleen Health Institute
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