Summary
Overview
Work History
Education
Skills
Timeline
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Rebecca Walters

Edwardsville,KS

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Customer Care Representative

Evicore By Evernorth
07.2022 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Implemented and developed customer service training processes.

Patient Care Coordinator

Diagnostic Imaging Centers PA
05.2015 - 06.2021
  • Trained new staff on filing, phone etiquette and other office duties.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Ensured regulatory compliance by staying up-to-date on industry standards and best practices related to patient care coordination.
  • Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Evaluated and optimized office workflows for peak efficiency, identifying areas of improvement and implementing necessary changes to better serve patients and staff alike.
  • Delivered support to medical staff in completion of patient paperwork.
  • Engaged with patients to provide critical information.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Delivered excellent patient experiences and direct care.
  • Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Worked with patients to schedule tests and procedures.
  • Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Verified patient insurance eligibility and entered patient information into system.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Greeted and assisted patients with check-in procedures.
  • Worked well in a team setting, providing support and guidance.
  • Self-motivated, with a strong sense of personal responsibility.
  • Developed and maintained courteous and effective working relationships.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Skilled at working independently and collaboratively in a team environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to detail while completing assignments.
  • Worked effectively in fast-paced environments.
  • Learned and adapted quickly to new technology and software applications.

Education

High School Diploma -

F L Schlagle High School
Kansas City, KS
05.1990

Skills

  • Database Research
  • First Call resolution
  • Billing coordination
  • Data Entry
  • Appointment Scheduling
  • Customer Service
  • Payment Processing
  • Inbound Customer Service
  • Documentation And Reporting
  • Problem Resolution
  • Call center experience
  • Complaint Handling
  • Customer Relations
  • Customer Relationship Management
  • Call Documentation
  • De-Escalation Techniques
  • Quality Control
  • Adaptability and Flexibility
  • Inbound Call Management
  • Product Knowledge
  • Adaptability
  • Product and service knowledge
  • Cross-Functional Collaboration
  • Customer service excellence
  • Multitasking Abilities
  • Call Center Operations
  • Training development aptitude
  • Following scripts
  • Organizational Skills
  • Data Evaluation
  • Policies and Procedures Adherence
  • Calm and Professional Under Pressure
  • MS Office
  • LiveChat Messaging
  • Call Metrics
  • Excellent Communication
  • Computer Skills
  • Teamwork and Collaboration
  • Professionalism
  • Professional Demeanor
  • Relationship Building
  • Medical terminology knowledge
  • Time management abilities
  • Microsoft Office

Timeline

Customer Care Representative

Evicore By Evernorth
07.2022 - Current

Patient Care Coordinator

Diagnostic Imaging Centers PA
05.2015 - 06.2021

High School Diploma -

F L Schlagle High School

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Rebecca Walters