Shekinah Mcclain
Hammond,LA
Summary
Proven Healthcare Customer Service Representative with a track record of enhancing patient satisfaction and increasing first-call resolution rates at Maximus Call Center. Skilled in HIPAA compliance and medical terminology, demonstrating exceptional problem-solving and empathy in high-stress situations. Achieved significant improvements in client privacy protection and service quality through effective communication and patient confidentiality.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
Maximus Call Center
11.2019 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Sales Representative
ADT Solar
05.2020 - 06.2024
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
Customer Service Representative
Experienced Motivated .
07.2017 - 08.2019
- 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.
Education
Bachelor Of Business Administration - Business Communications
Southeastern Louisiana University
Hammond, LA05.2023
Diploma - General Studies
Franklinton High School
Franklinton, LA05.2018
Skills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Appointment Scheduling
- Call center experience
- Healthcare industry understanding
- Claims Processing
- Data entry proficiency
- Medical billing knowledge
- Follow-up skills
- Policy Adherence
- Stress Tolerance
- Up-selling capabilities
- HIPAA Compliance
- Multitasking and Organization
- Customer Service
- EMR
- Insurance Billing
- Problem-Solving
- Team Leadership
- Quality Assurance
- Medical Terminology
- Payment Processing
- Financial Procedures Adherence
- Team Collaboration
- Patient Registration
- Phone and Email Etiquette
- Medical Billing
- Registration and Admissions
- Post-Discharge Care Coordination
- Relationship Building
- Referral Coordination
- Eligibility Determination
- Information Collection
- Process Improvement
- Fee Collection
- Scheduling Diagnostic Procedures
- EMR Updating
- System Updating
- Statistical Data Management
- Patient Education
- Flexible Schedule
- Work Quality Evaluation
- Regulatory Compliance
- Call Screening
- Pre-Admission Requests
- Registration management
- Formularies
- Patient check-in
- Work Prioritization
- Data Entry
- Microsoft Office
- Inbound Call Management
- Computer Skills
- Teamwork and Collaboration
- Customer Relations
- Administrative and Office Support
- Call Documentation
- Call Center Operations
- Understanding Customer Needs
- Customer Relationship Management (CRM)
- Billing Adjustments and Refunds
- Calm Under Pressure
Summary
Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally- researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. i am a Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Timeline
Sales Representative
ADT Solar
05.2020 - 06.2024
Healthcare Customer Service Representative
Maximus Call Center
11.2019 - Current
Customer Service Representative
Experienced Motivated .
07.2017 - 08.2019
Bachelor Of Business Administration - Business Communications
Southeastern Louisiana University
Diploma - General Studies
Franklinton High School
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