Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

RACHEL HOLLIS

Houston,TX

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Alorica
10.2024 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered prompt service to prioritize customer needs.

Leins Clerk

Resource Corporation of America
10.2023 - 10.2024
  • Investigate and verify all details related to a MVA including making sure the patient received medical treatment within the 72 hour required timeframe
  • Initiate and complete the lien process
  • This includes creating the Notice of Claim of Lien, and filing the lien at the county courthouse of the claimant's hospital and recording the docket number
  • Notify appropriate insurance companies and/or attorneys of any lien filed and/or released
  • This will include sending all interested parties' copies of the lien filing
  • Maintain constant communication with insurance companies, attorneys, adjusters, patients and other interested parties to help ensure maxim reimbursement
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
  • Maintained filing system and organized customer documents for easy retrieval of information.

Call Center Rep

Community Health Choice
02.2023 - 09.2023
  • Provide excellent customer service and direction to people entering all Rogue Community Health sites
  • Assist walk-in patients requesting assistance
  • Answer telephone calls and provide appropriate assistance to patients
  • Communicate and document information patient has shared regarding any barriers to appropriate team member
  • Work in collaboration with the back-office team to ensure a safe and positive patient experience
  • Register Scheduled patients and ensure completion of all necessary paperwork, including verification of insurance and program eligibility for special programs
  • Review Sliding Scale program with all patients by collecting all necessary information and verifying slide scale eligibility
  • Verify insurance eligibility appointments according to procedure
  • Enter patient data in Electronic Medical Record (EMR), update phone numbers, addresses, insurance information and any other information pertinent to the patient's care
  • Calculate individual visit charges, collect payments (co-pay, budget payment, monthly payment, visit payment), and explain payment process
  • Evaluate patient's financial status and arrange budget payment plans as appropriate
  • Process daily receipts by receivables category and prepare the daily deposit
  • Balance daily receivables and charges with computer generated summary of activity at the close of each clinic day
  • Transfer all monies, tracking sheet, etc, as set in procedure for the preparation and implementation of deposit
  • Other tasks as assigned by supervisor
  • Answer phones and route according to need and procedures
  • Disseminate incoming patient record releases, clinic forms used for rights notifications and data collection, etc
  • And route for appropriate action
  • Other tasks as assigned by supervisor

Analyst

American Specialty Health
03.2022 - 01.2023
  • Direct and answerer confidential medical drug calls and emails, including follow up with appropriate managers and hospital staff
  • Serve as a regulatory affairs analyst to 2 Vice Presidents and a Division Sales Managers and Health Specialists such as Blue Cross Blue Shield, USAA, AETNA, AAA, Kaiser, and Cigna
  • Partnered with other Regional Operations Coordinators on the Health Team and across the different Business Units
  • Prepare training materials for use in Region/Division meetings
  • Arrange all regulatory reporting material for e-filing
  • Prepare all summarized recommendations for financial planning, strategies, acquisition planning and reporting
  • Perform data verifications and investigations to quickly resolve problems by 60%
  • Coordinated communication between various medical partners and institutions
  • Develop and maintain training materials and drug inventory and drug benefits packets for new members
  • Develop and implemented new drug processing checklists which resulted in increased company efficiency and productivity

Senior Auditor

Extended Stay
08.2020 - 11.2021
  • Supported General Manager with calendar organizations and collateral preparations for meetings
  • Awarded for consecutively delivering the highest customer services skills online and phone inquiries
  • Delivered fast, friendly, and knowledgeable customer services skills to answer routine questions and promptly resolve all customer services complaints
  • Met and exceeded productivity targets by 35% by providing every customer with exceptional and excellent customer services
  • Educated customers on special discount pricing opportunities and company offerings on select products
  • Executed prevention plan for internal and external theft that reduced fraud by 43%
  • Successful meetings and constructed detailed case and investigative reports for local authorities
  • Created an easy go-to safety program that ensured compliance adherence and established hotel security procedures that minimized profit losses
  • Improved hotel compliance with physical security schematics that protected all hotel assets
  • Mentored junior auditors, contributing to their professional development and enhancing team performance.
  • Enhanced audit efficiency by implementing risk-based audit strategies and streamlining processes.

Medical Data Analyst

Woodlands Sports Medicine Centre
09.2016 - 03.2019
  • Educates patients and answers questions regarding their disease, treatments, related drug and treatment side effects and hazards
  • Refers patients to specialists as appropriate for consultation or for specialized health resources and treatment
  • Conducts thorough medical histories, performs complete physical examinations (where indicated), initiates appropriate lab, radiology tests or other special tests required for evaluation of illness, and scrutinizes lab data to establish a record of the patient's current health status and to develop a working diagnosis and treatment plan
  • Works in collaboration with the health care team
  • Participates in quality monitoring thru the review of records and treatment plans for patient outcomes on a periodic basis to assure quality care

Medical Assistant

Greater Houston Physicians Medical Association
01.2012 - 02.2015
  • Oversaw medical accounts for privacy and accuracy into patient databases
  • Managed and maintained patient agreements, HIPPA documents and planned the delivery and preparation of service quality and insurance reimbursements
  • Worked closely with the management team, accounting team, insurance companies and pharmacies to deliver 100% safe and effective plans to each patient
  • Inspected all insurance policies for compliance with applicable standards and regulations
  • Provided excellent customer services and attention to details in client facing, online and phone inquiries and services
  • Demonstrated daily professional acumen with all customers to deliver outstanding customer service skills
  • Collaborated closely with team members to deliver project requirements, develop solutions, and meet deadlines
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
  • Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
  • Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.

Education

Medical Assistance - Medical

Brightwood College
Houston, TX
06-2016

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Microsoft outlook
  • Scheduling
  • Follow-up skills
  • Product knowledge
  • Appointment scheduling
  • Documentation
  • Administrative support
  • Microsoft Office Suite
  • Microsoft PowerPoint
  • Prioritization
  • Staff training
  • Quality control
  • Filing
  • Coordination
  • Recordkeeping strengths
  • Reading comprehension
  • Office equipment proficiency
  • Proofreading
  • POS systems expert
  • Delivery scheduling

Timeline

Customer Service Representative

Alorica
10.2024 - 03.2025

Leins Clerk

Resource Corporation of America
10.2023 - 10.2024

Call Center Rep

Community Health Choice
02.2023 - 09.2023

Analyst

American Specialty Health
03.2022 - 01.2023

Senior Auditor

Extended Stay
08.2020 - 11.2021

Medical Data Analyst

Woodlands Sports Medicine Centre
09.2016 - 03.2019

Medical Assistant

Greater Houston Physicians Medical Association
01.2012 - 02.2015

Medical Assistance - Medical

Brightwood College

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RACHEL HOLLIS