Shanta Cox
Murphy
Summary
Accomplished Remote Customer Service Representative with a proven track record at Baylor Scott & White Medical Center, enhancing patient satisfaction through expert conflict resolution and empathetic communication. Skilled in data entry and customer education, I excel in transforming customer service challenges into positive outcomes, significantly improving client experience.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Representative
Baylor Scott & White Medical Center
08.2020 - 12.2024
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Assisted in training new team members on company policies and best practices in medical customer service delivery.
- Referred and screened patients to make best use of resources, triage staff, and serve community members.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Completed clerical duties and tasks for clinic administration.
- Educated patients on available healthcare services and assisted them in making informed decisions about their care options.
- Resolved inquiries and issues for enhancing client experience.
Remote Customer Service Representative
Integrity Health Services
05.2018 - 09.2020
- Ensured compliance with regulatory standards and guidelines by maintaining up-to-date knowledge of industry policies and mandates.
- Ordered and executed diagnostic tests and analyzed diagnostic images to further investigate patient conditions in neurosurgical practice setting.
- Supported office operations by expertly handling administrative needs.
- Coordinated with other healthcare professionals to provide patients with comprehensive care.
- Handled high-volume customer interactions to ensure timely service delivery.
Scheduler
Madsen Orthopedics
09.2015 - 01.2017
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Resolved scheduling conflicts to maintain high-quality patient services.
Education
Associate of Science - Health And Medical Administrative Services
The College of Health Care Professions
TX10-2021
Skills
- Customer service
- Conflict resolution
- Communication skills
- Active listening
- Attention to detail
- Product knowledge
- Empathy in service
- Data entry
- Call handling
- Order processing
- Customer satisfaction
- Live chat support
- Email correspondence
- Client education
Timeline
Remote Customer Service Representative
Baylor Scott & White Medical Center
08.2020 - 12.2024
Remote Customer Service Representative
Integrity Health Services
05.2018 - 09.2020
Scheduler
Madsen Orthopedics
09.2015 - 01.2017
Associate of Science - Health And Medical Administrative Services
The College of Health Care Professions
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