Sophia Hall
Summary
Experienced technical support and customer care professional with over 10 years of expertise. Skilled in addressing customer inquiries, concerns, and technical requirements accurately. Maintains a professional demeanor and applies effective customer service techniques. Motivated individual seeking an opportunity within the local community. Outgoing and friendly with a strong drive to succeed. Demonstrated dedication as a Patient Representative by providing exceptional support to patients. Offers reliable information on insurance coverage, finance options, and documentation requirements. Proficient in scheduling and database management for streamlined communication and reduced correspondence backlogs. Excels in identifying client needs and concerns to enhance engagement strategies and overall service quality.
Overview
19
19
years of professional experience
Work History
Patient Service Specialist
CaroMont Medical Group
11.2022 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
Help Desk Support Specialist
CaroMont Regional Medical Center, Gaston Memorial Hospital
12.2015 - Current
- Opened service tickets for clients, documenting user information and description of problem
- Supported customers with password resets and account customization
- Resolved Level 1 technical issues with software, hardware and peripherals
- Fielded help desk customer questions and fulfilled requests
- Assisted customers with instructional support and product troubleshooting
- Collaborated with customer service and sales colleagues to resolve issues
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Assisted in technical support process refinement to improve customer service and support
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Organized repair and replacement of PC components and systems
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access
- Responded to support tickets within established timeframe to improve customer service
- Responded to individual tickets every week to provide end-user support on systems and software.
Cafeteria Aide
Gaston Day School
11.2020 - 05.2021
- Maintained sanitary dining area by wiping tables and food service stations
- Monitored food temperatures to ensure safe service
- Served breakfast, snacks and lunch meals for students
- Catered monthly family meals for students, family and staff
- Washed and prepared vegetables for cooking and large-scale serving
- Followed guidelines for safe serving, appropriate temperatures and proper presentation
- Maintained tools, equipment and surfaces in clean, neat and working order
- Performed work to top standards, proving best service for students, employees and school visitors
- Rang up orders on cash register to process cash, credit card and personal check payments
- Prepared food according to recipe instructions to manage regular school meals
- Monitored use of condiments, utensils and beverages
- Upheld correct procedures for preparing foods and storing leftovers
- Operated industrial dishwasher to wash glassware and utensils
- Organized and prepared ingredients for batch cooking
- Assisted cook with prep work by cutting vegetables and preparing side dishes and salads
- Utilized safe and efficient methods for operating equipment
- Took inventory of supplies and equipment and placed new orders to maintain stock levels
- Backed up cashier staff with processing customer orders and payments
- Tailored orders to address customer allergies and gluten concerns.
Medical Records Technician
CaroMont Regional Medical Center, Gaston Memorial Hospital
09.2005 - 12.2014
- Pulled patient records and transferred information to appropriate parties
- Provided respectful assistance to patients, staff members and insurance company representatives
- Verified record copies before handing each over to check for and remove unnecessary details
- Disseminated information to correct department, individual or outside location
- Streamlined day-to-day office processes to meet long-term goals
- Entered patient insurance, demographic and health information into software and confirmed records
- Determined and implemented techniques to improve medical records retrieval process
- Scanned incoming documentation
- Maintained complete confidentiality in accordance with organization and legal requirements
- Observed confidentiality and safeguarded all patient-related information
- Purged outdated files
- Obtained information by contacting appropriate personnel or patients
- Maintained understanding of applicable laws and regulations
- Processed and invoiced records requests from patients, providers and third parties
- Tracked and processed release of information requests
- Retrieved medical charts for healthcare staff for filing in medical records
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations
- Verified legitimacy, accuracy and authority of records requests
- Managed release of information requests and identified requestors as patient, relation or provider
- Scanned and validated medical records for upload
- Generated medical record invoices for requestors
- Supported administration staff with records requests to support patient care.
Education
Certified Medical Assistant - Medical Assistant
EHOVE Adult Career Center
Milan, OH05.2001
High School Diploma -
St. Paul High School
Norwalk, OH06.1999
Skills
- Client Documentation
- Data Confidentiality
- Verbal and Written Communication
- Friendly and Outgoing
- Attentive to People
- Teamwork and Collaboration
- Microsoft Windows and Office
- Customer Service Support
- Attention to Detail
- Problem-Solving
- Service Ticket Tracking
- Customer Communication and Empathy
- Employee Computer Support
- Report Preparation
- Remote Technical Support
- Friendly and Patient
Timeline
Patient Service Specialist
CaroMont Medical Group
11.2022 - Current
Cafeteria Aide
Gaston Day School
11.2020 - 05.2021
Help Desk Support Specialist
CaroMont Regional Medical Center, Gaston Memorial Hospital
12.2015 - Current
Medical Records Technician
CaroMont Regional Medical Center, Gaston Memorial Hospital
09.2005 - 12.2014
Certified Medical Assistant - Medical Assistant
EHOVE Adult Career Center
High School Diploma -
St. Paul High School
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