Roberta Luma Joseph
Orlando,FL
Summary
Dedicated, dynamic, and highly motivated professional with over ten years of experience in diverse health care settings. Highly skilled in handling administrative duties; filling records keeping and data entry able to perform basic task, taking vital. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Language
Work History
Customer Service Representative
PRWT
Orlando, FL
12.2021 - 03.2022
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Approved and terminated customer contracts upon request.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Generated customer service reports to track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Medical Office Assistant/Registered Chiropractic Assistant
Tampa Ave Chiropractic center
Orlando, FL
12.2008 - 01.2020
- Perform general and specific administrative duties, schedule appointments for patients, clean and sterilize medical equipment, watch over inventory and other medical supplies, billing and coding
- Implemented a user-friendly database system to record patient information and follow up on appointments
- Devised medicine and procedures information booklets for patient education.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Managed the efficient flow of medical records by confirming accuracy, scanning documents into the EHR system, and securely storing physical copies.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Reduced wait times for patients through effective appointment scheduling and efficient front desk management.
- Supported administrative tasks such as ordering supplies, inventory management, and filing medical documents for streamlined office workflow.
- Contributed to a positive work environment by maintaining organized files and facilitating clear communication between staff members.
- Increased accuracy of billing processes by carefully reviewing invoices and verifying insurance coverage before submission.
- Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
- Assisted physicians in providing high-quality care, completing insurance forms and handling referrals promptly.
- Ensured smooth daily operations by managing incoming calls professionally while addressing inquiries or directing them to appropriate personnel.
- Promoted excellent customer service experience through prompt responses to voicemails and emails, addressing patient inquiries or concerns.
- Improved patient satisfaction by efficiently scheduling appointments and managing patient records.
- Maintained a clean reception area conducive to a professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
- Enhanced office productivity by assisting in training new hires on software systems, office procedures, and best practices.
- Coordinated successfully with healthcare providers to ensure timely delivery of test results and prescription refills for patients.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Used [Software] to schedule appointments for doctor visits and procedures.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided prompt, polite and professional in-person and telephone customer service.
- Registered patients and completed associated paperwork for accurate records.
- Relayed care and medication advice to patients to relieve physicians during peak hours.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Updated patient information and insurance details for accurate electronic medical records.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Obtained pre-authorization from insurance companies ahead of medical services.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Received and routed laboratory results to correct clinical staff members.
- Performed various administrative tasks by filing, copying and faxing documents.
- Assisted with medical coding and billing tasks.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Conducted patient intake interviews, recording and documenting relevant information.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Managed office bookkeeping with insurance billing and patient payments.
- Obtained payments from patients and scanned identification and insurance cards.
- Learned and followed laws and HIPAA guidelines to keep office compliant with industry regulations.
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Assisted chiropractor during patient exams to implement treatment plans quickly.
- Performed administrative tasks by maintaining inventory, ordering supplies and scheduling staff meetings.
- Educated patients by providing treatment option information and advice on self-care and injury prevention.
- Input patient data into computer system using medisoft and checked information for accuracy.
- Input patient data into computer system using [Software] and checked information for accuracy.
- Contacted insurance carriers to determine patients' coverage and sent invoices for services rendered.
- Implemented care and efficiency improvements to support and enhance office operations.
- Oriented and trained new staff on proper procedures and policies.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Collected and documented patient medical information such as blood pressure and weight.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Measured patient pulse oximetry.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Education
Valencia community college
01.2001 - 05.2004
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Orland tech-patient care technician
01.2006 - 05.2006
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Medical billing and coding
01.2023 - 05.2023
Skills
Health Insurance Portability and Accountability Act (HIPAA) Compliance
Detail Oriented
Problem Solving
Investigation
ICD Coding (ICD-9/ICD-10)
Medical Office Procedures
Organizational Skills
Workflows
Research
Strategy
Customer Service
Teamwork
Electronic Medical Record
Disease Classification
Billing
Additional Capabilities
- Patient appointment, cancellation and enrollment
- Medical terminology
- Multitasking
- Computer: MS Office Applications, Enternet and Email.
- Typing speed:60wmp
- Bilingual –English, Creole and French
Certification
Medical Billing and Coding
Timeline
Medical Billing and Coding
04-2024
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Medical billing and coding
01.2023 - 05.2023
Customer Service Representative
PRWT
12.2021 - 03.2022
Medical Office Assistant/Registered Chiropractic Assistant
Tampa Ave Chiropractic center
12.2008 - 01.2020
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Orland tech-patient care technician
01.2006 - 05.2006
Valencia community college
01.2001 - 05.2004