Queen-Esther Raphael
Dacula,GA
Summary
Dedicated Customer/Patient Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Patient Care Technician
Northside Hospital Forsyth
03.2019 - Current
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
Patient Service Representative
Highmark Health
07.2017 - 03.2019
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
Customer Service Specialist
HCA Healthcare Inc.
04.2015 - 07.2017
- Addressed Patient complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
Client Support Specialist
Truepill
03.2013 - 03.2015
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Customer Service Cashier
Burlington
11.2011 - 03.2013
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Completed file maintenance log for price discrepancies.
Education
Bachelor of Science - Microbiology
Imo State University
Niagara Falls, NY11.2009
Skills
- Efficient and Detail-Oriented
- Order and Refund Processing
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Upselling Products and Services
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Understanding Customer Needs
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Call Documentation
- Culturally Competent Care
- Patient Service
Certification
- CCMA - Certified Clinical Medical Assistant
- CNA - Certified Nurse Assistant
Timeline
Patient Care Technician
Northside Hospital Forsyth
03.2019 - Current
Patient Service Representative
Highmark Health
07.2017 - 03.2019
Customer Service Specialist
HCA Healthcare Inc.
04.2015 - 07.2017
Client Support Specialist
Truepill
03.2013 - 03.2015
Customer Service Cashier
Burlington
11.2011 - 03.2013
Bachelor of Science - Microbiology
Imo State University
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