ROSHEMA MORRIS
Summary
Dedicated Healthcare Customer Service Specialist with 10+ years of experience in telehealth, healthcare, and insurance environments. Expertise in patient access, appointment scheduling, healthcare navigation, and HIPAA compliance. Excel in resolving complex customer concerns and ensuring quality service in high-volume settings. Knowledgeable in Five9, Talkdesk, NICE IEX, Zendesk, CRM platforms, and Microsoft 365.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Teladoc Health
05.2025 - 08.2026
- Ranked among the Top 10% of Customer Service Representatives based on overall performance and service quality.
- Maintained a 100% Quality Assurance score for 90 consecutive days, demonstrating exceptional accuracy, compliance, and customer service.
- Managed 70–90 inbound member calls daily, achieving productivity and customer satisfaction targets.
- Delivered exceptional customer support in a fast-paced telehealth environment, assisting members with healthcare access and virtual care services.
- Guided members through telehealth services and resources, ensuring access and support with professionalism and empathy.
- Scheduled primary care, behavioral health, and specialty care appointments while coordinating provider availability and appointment changes.
- Utilized Five9, Talkdesk, NICE IEX, CRM platforms, and multiple healthcare applications to efficiently resolve member concerns.
- Collaborated with internal departments to resolve escalated issues, enhancing overall member experience.
Customer Service Representative
Fanueil
01.2019 - 12.2021
- Delivered compassionate, professional customer service in a high-volume remote contact center.
- Researched complex member cases across multiple healthcare systems, ensuring accurate and timely resolutions for improved member satisfaction.
- Resolved billing and account balance inquiries, educating members on healthcare resources to enhance understanding and usage of benefits.
- Researched complex member cases across multiple healthcare systems to deliver accurate and timely resolutions.
- Accurately documented customer interactions while consistently meeting quality assurance and productivity standards.
- Provided compassionate, professional customer service in a high-volume remote contact center, fostering positive member experiences.
Trainer | Hiring Assistant Manager
Maple Bear Inc.
01.2018 - 12.2020
- Trained and coached new employees on customer service excellence, communication, company policies, and conflict resolution.
- Created onboarding guides and training materials to streamline new employee integration.
- Assisted with recruiting, interviewing, hiring, onboarding, and employee development.
- Led coaching sessions that improved employee performance and boosted customer satisfaction.
- Proposed process improvements that elevated service quality and increased operational efficiency.
Customer Service Representative
GMS Connect
01.2016 - 12.2017
- Resolved customer concerns while consistently achieving service goals and enhancing overall customer experience.
- Earned performance recognition for exceeding expectations and delivering outstanding customer service.
- Managed high-volume inbound and outbound customer interactions via phone, email, and chat to enhance customer satisfaction.
- Utilized Five9 and CRM systems to provide accurate, efficient support that streamlined customer interactions.
- Maintained HIPAA compliance while handling confidential customer information.
Education
Associate of Science - General Studies
Miami Dade College
High School Diploma -
American Academy of Pinecrest
Miami, FLSkills
- Telehealth Support
- Patient Access
- Healthcare support
- Appointment Scheduling
- Provider Scheduling
- Insurance verification
- Insurance assistance
- HIPAA Compliance
- CRM Systems
- Conflict Resolution
- Remote support
- Remote support
Professional Highlights
- 10+ years of healthcare customer service and contact center experience.
- Ranked among the Top 10% of Customer Service Representatives at Teladoc Health.
- Maintained a 100% Quality Assurance (QA) score for 90 consecutive days.
- Managed 70-90 inbound member calls daily while consistently meeting productivity and quality goals.
Timeline
Customer Service Representative
Teladoc Health
05.2025 - 08.2026
Customer Service Representative
Fanueil
01.2019 - 12.2021
Trainer | Hiring Assistant Manager
Maple Bear Inc.
01.2018 - 12.2020
Customer Service Representative
GMS Connect
01.2016 - 12.2017
Associate of Science - General Studies
Miami Dade College
High School Diploma -
American Academy of Pinecrest