PARIS J. COLLINS
Kansas City,MO
Summary
Dynamic customer service professional with extensive experience at Caremark CVS, excelling in patient support and HIPAA compliance. Proven track record in managing high-volume inquiries while maintaining exceptional satisfaction rates. Skilled in conflict resolution and proficient in CRM systems, ensuring accurate documentation and seamless healthcare operations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative – Healthcare & Pharmacy Support
Caremark CVS
09.2023 - 12.2024
- Served as primary point of contact for patients, members, and providers regarding pharmacy benefits, prior authorizations, and medication access.
- Maintained 95%+ satisfaction while resolving high-volume healthcare inquiries (30–40 calls per day).
- Handled sensitive beneficiary information in strict adherence to HIPAA and privacy protocols.
- Entered patient/member documentation into CRM systems with high accuracy, ensuring continuity of care.
- Coordinated with members to collect clinical documentation for medication approvals and benefit reviews.
Retail Customer Service Associate
Walmart
Raymore, USA
02.2023 - 07.2023
- Assisted 150+ customers daily with payments, transactions, and financial services including money orders and bill pay.
- Maintained high accuracy while handling large cash amounts and providing rapid support in a high-volume environment.
- Strengthened skills in customer interaction, attention to detail, and workflow efficiency.
Licensed Insurance Producer – Property & Casualty
TTEC
03.2021 - 12.2022
- Educated members on insurance plans, coverage limits, and claims processes.
- Managed confidential client information with accuracy and compliance with state/federal regulations.
- Prepared underwriting documents and processed policy updates while maintaining 100% accuracy.
First Notice of Loss (FNOL) Agent – Auto Claims
TTEC
11.2019 - 03.2021
- Served as first point of contact for policyholders filing claims, gathering critical incident details with professionalism and empathy.
- Maintained 90%+ satisfaction rate by guiding members through stressful events with clarity and compassion.
- Reinforced compliance by following strict privacy, accuracy, and documentation standards.
Collections Agent
GC Services
Oklahoma City, USA
03.2019 - 11.2019
- Managed outbound and inbound communication for overdue medical, auto, and utility accounts.
- Ensured compliance with FDCPA and confidentiality protocols.
- Improved recovery rates and reduced delinquencies through professional negotiation and follow-up.
Education
Bachelor of Science - Healthcare Administration
Capella University
Minneapolis, MN12.2025
Associate of Science -
Oklahoma City Community College
Oklahoma City, OK05.2021
Skills
- Patient & Member Support
- HIPAA & Confidentiality Compliance
- Medical Records Accuracy
- Appointment Scheduling & Intake
- Insurance Billing, Prior Auth & Verification
- Healthcare Customer Service
- EHR & CRM System Navigation
- Claims Intake & Documentation
- Multidisciplinary Communication
- Conflict Resolution / De-escalation
- Microsoft Office
- Excel
- Outlook
- Multiline Call Centers
- Healthcare workflows
- Patient access operations
- Medical office processes
- Insurance reimbursement processes
- Payer requirements
- Documentation guidelines
- Electronic health information
- HIPAA-compliant handling
- High-volume environments
- Managing competing priorities
Affiliations
The National Society of Leadership and Success (NSLS), 2025
Volunteer Experience
Volunteer, Cold Water Pantry, Assisted with providing food and basic necessities for families in need, supporting over 100 individuals weekly., Strengthened community outreach and compassionate service skills relevant to patient-centered care.
References
References available upon request.
Timeline
Customer Service Representative – Healthcare & Pharmacy Support
Caremark CVS
09.2023 - 12.2024
Retail Customer Service Associate
Walmart
02.2023 - 07.2023
Licensed Insurance Producer – Property & Casualty
TTEC
03.2021 - 12.2022
First Notice of Loss (FNOL) Agent – Auto Claims
TTEC
11.2019 - 03.2021
Collections Agent
GC Services
03.2019 - 11.2019
Bachelor of Science - Healthcare Administration
Capella University
Associate of Science -
Oklahoma City Community College