Naustia Newton
Churchville,NY
Summary
Results-driven healthcare and customer support professional with experience in hospital, Medicaid, and fully remote environments. Proven ability to manage medical records, utilize EHR and CRM systems, and deliver accurate, HIPAA-compliant support, while maintaining high customer and patient satisfaction. Known for strong remote communication, attention to detail, and reliability in fast-paced, high-volume settings, with a consistent record of meeting performance metrics, and supporting quality care outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
Rochester, NY
10.2025 - Current
- Provide compassionate, HIPAA-compliant support to Medicaid members in a fully remote setting, resolving eligibility, benefits, and enrollment inquiries with accuracy and professionalism.
- Utilize multiple systems and remote platforms (CRM, eligibility databases, call-routing software) to document interactions, verify information, and ensure timely case resolution.
- Maintain high performance metrics by managing high call volumes, meeting quality standards, and delivering clear, empathetic communication to diverse populations.
Remote Customer Service Representative
Startek
Rochester, NY
08.2023 - 06.2025
- Built and maintained strong customer relationships in a fully remote environment, sustaining 87%+ monthly customer satisfaction through clear communication and proactive support.
- Utilized CRM and account management systems to accurately document customer interactions, manage billing, payments, and account updates, improving resolution efficiency by 30%.
- Provided accurate product and service guidance while handling payment arrangements and inquiries via remote platforms, contributing to higher customer retention and trust.
Pharmacy Technician
Rochester Regional Hospital
Rochester, NY
02.2021 - 08.2023
- Prepared, dispensed, and labeled medications in a fast-paced hospital setting while adhering to clinical protocols, safety standards, and regulatory requirements.
- Utilized pharmacy information systems and electronic health records (EHR) to verify orders, manage inventory, and support accurate medication distribution.
- Collaborated with pharmacists and clinical staff to ensure timely, safe patient care and maintain medication accuracy.
Hybrid Remote Assistant Manager
Victory Auto Lap
Rochester, NY
04.2021 - 07.2023
- Supported sales operations and strategy execution, contributing to a 20% increase in monthly sales while helping build a loyal customer base.
- Managed scheduling, inspections, and customer issue resolution, improving customer satisfaction by approximately 25%.
- Trained and mentored new employees on company policies and sales practices, boosting team efficiency by 30%.
ROI Medical Records Specialist
MRO Careers
Rochester, NY
01.2022 - 12.2022
- Processed medical record requests and verified authorizations in compliance with HIPAA, ROI policies, and
federal/state regulations, maintaining 100% accuracy and confidentiality across all electronic health information releases. - Streamlined digital record retrieval and release workflows through EMR systems and secure transmission platforms,
reducing turnaround time for information requests by 30% while improving provider and patient satisfaction.
Education
High School Diploma -
Gates-Chili High School
North Chili, NY06-2017
Skills
- Remote Communication
- Medical records management
- HIPAA compliance
- crm systems
- Technical troubleshooting
- Electronic Health Records (EHR)
- Patient support
- Call documentation
- Time management
- Multitasking
- Data accuracy
- Conflict resolution
- Attention to detail
- Team collaboration
Certification
Pharmacy Technician
Timeline
Customer Service Representative
Maximus
10.2025 - Current
Remote Customer Service Representative
Startek
08.2023 - 06.2025
ROI Medical Records Specialist
MRO Careers
01.2022 - 12.2022
Hybrid Remote Assistant Manager
Victory Auto Lap
04.2021 - 07.2023
Pharmacy Technician
Rochester Regional Hospital
02.2021 - 08.2023
High School Diploma -
Gates-Chili High School