Mister Walker
Dallas,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at Conifer Healthcare Solutions. Expert in HIPAA compliance and insurance verification, coupled with exceptional problem-solving abilities. Recognized for mentoring peers and achieving top performance metrics, demonstrating both leadership and technical prowess in demanding environments.
Overview
9
9
years of professional experience
Work History
Patient Service Representative
Conifer Healthcare Solutions
01.2024 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Customer Service Representative
247.ai
08.2023 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Senior Customer Service Representative
Liberty Mutual
01.2016 - 02.2022
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
Client Support Specialist
Golden Gate Funeral Home
11.2015 - 01.2018
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Worked on retrieval of death certificates from doctors offices and or Medical examiners.
- Assisted families in making final decisions for the deceased.
Education
High School Diploma -
Lincoln Magnet High School
Dallas, TX05.2004
Skills
- Customer Service
- HIPAA Compliance
- Insurance Verification
- Medical terminology knowledge
- Insurance verifying
- Payment Collection
- Medical insurance
- Data entry proficiency
- Problem-Solving
- Money Handling
- Insurance Billing
- Patient check-in
- Relationship Building
- Training Coordination
- Quality Assurance
Timeline
Patient Service Representative
Conifer Healthcare Solutions
01.2024 - Current
Customer Service Representative
247.ai
08.2023 - 01.2024
Senior Customer Service Representative
Liberty Mutual
01.2016 - 02.2022
Client Support Specialist
Golden Gate Funeral Home
11.2015 - 01.2018
High School Diploma -
Lincoln Magnet High School