Stephanie Roberts
Fort Worth
Summary
Experienced Customer Service Representative with over 5 years of experience showcasing exceptional customer service and Microsoft programs proficiency. Excelled in database management and active listening, significantly enhancing patient satisfaction and operational efficiency. Demonstrated strong analytical skills and a typing speed of 70+ WPM, ensuring accuracy and attention to detail in fast-paced environments. Career aspirations focus on further elevating customer experience through innovative service solutions.
Overview
7
7
years of professional experience
Work History
Medical Customer Service Representative
RemX, McKesson Specialty
Irving
09.2024 - 03.2025
- Verified demographics and insurance information to register patients in computer system.
- Communicated effectively with various departments within the organization in order to resolve customer issues quickly.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to enrollment, prescription refills, and shipment orders.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Responded to customer requests for products, services, and company information.
- Completed clerical duties and tasks for clinical administration.
- Developed strong rapport with customers through active listening and empathetic responses, promoting long-term loyalty and trust.
- Maintained up-to-date knowledge of industry trends and guidelines to provide accurate information to patients.
- Educated patients on available healthcare services, and assisted them in making informed decisions about their care options.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Compiled reports on medical claims status, denials, appeals and other related topics.
- Promoted available products and services to customers during service, account management and order calls.
- Performed data entry tasks in order to update patient accounts accurately with order specifics, customer details, preferences, and eligibility.
Customer Service Advocate II
GM Financial - Americredit Financial Services
Arlington
01.2022 - 10.2023
- Answered inbound calls, chats and emails to facilitate customer service.
- Efficiently managed continuous customer call traffic.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed order fulfillment tasks diligently to boost satisfaction levels.
- Attended collaborative team discussions to remain updated on product adjustments.
- Provided training support for new employees on proper techniques for dealing with challenging customers.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Updated account status records and collection efforts.
- Advised delinquent customers on strategies for debt repayment.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Accepted and processed customer payments and applied toward account balances.
- Performed general clerical duties including photocopying, faxing, emailing, mailing, and filing.
Medical Assistant
Texas Health Care PLLC.
Fort Worth
09.2018 - 05.2020
- Answered phones, scheduled appointments, and managed patient flow while greeting visitors in a professional manner.
- Maintained clinic flow by smoothly and quickly escorting patients to designated labs and offices according to their individual needs.
- Obtained client medical history, medication information, symptoms, and allergies adhering to HIPAA.
- Performed medical records management, including filing, organizing, and scanning documents.
- Verified appointment times with patients, preparing charts, pre-admission and consent forms.
- Coordinated referrals to specialists, or diagnostic services, when needed.
- Communicated with insurance companies to verify coverage of medical benefits, and obtain authorization.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Assisted with training new medical assistants on protocol, expectations, and procedures.
- Processed orders for medical supplies and lab equipment.
- Explained treatment procedures and physicians' instructions, and assisted with in-office procedures.
- Sanitized, restocked, and organized exam rooms and medical equipment.
Medical Assistant
McCart Medical Associates
Fort Worth
10.2017 - 09.2018
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Greeted patients and effectively maintained clinic flow, with minimal wait times to designated labs or patient rooms.
- Measured vital signs and took medical histories to prepare patients for examination.
- Administered injections, performed basic laboratory tests such as urinalysis and blood glucose levels, under the direct supervision of a physician.
- Operated the electrocardiogram (EKG) to administer diagnostic tests.
- Documented notes during patient visits.
- Scheduled appointments for patients via phone and in person.
- Called in prescriptions under the direct supervision of a physician.
- Processed referrals for specialty care services as needed.
- Performed administrative duties such as filing, faxing, photocopying, scanning documents.
- Cleaned and stocked rooms per OSHA regulations.
Education
High School Diploma -
SOUTH HILLS HIGH SCHOOL
Fort Worth, TX06-2013
Medical Assistant Certification -
REMINGTON COLLEGE
Fort Worth, TXSkills
- Customer Service (5 years)
- Microsoft programs
- Date Entry
- Active listening
- Strong analytical and problem-solving
- Computer Proficiency
- Accuracy and attention to detail
- Database management
- Typing speed: 70 WPM
- Customer conflict resolution
- Invoice Collection Efficiency
- Referral management and insurance verification
- Health care and pharmaceutical knowledge
- Auto Loan Management
- Calendar Management
Timeline
Medical Customer Service Representative
RemX, McKesson Specialty
09.2024 - 03.2025
Customer Service Advocate II
GM Financial - Americredit Financial Services
01.2022 - 10.2023
Medical Assistant
Texas Health Care PLLC.
09.2018 - 05.2020
Medical Assistant
McCart Medical Associates
10.2017 - 09.2018
High School Diploma -
SOUTH HILLS HIGH SCHOOL
Medical Assistant Certification -
REMINGTON COLLEGE
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