Taliyah J. Washington
Georgetown,TX
Summary
Detail-oriented Customer Service and Medical Records Professional experienced in healthcare administration and customer support. Delivered enhanced customer experiences through effective complaint resolution and proactive service initiatives. Focused on maintaining confidentiality of medical records while ensuring compliance with healthcare regulations.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Customer Experience Associate I
Conduent
Dallas, TX
10.2024 - Current
- Assisted patients and caregivers via phone, chat, and email with prescription orders and delivery status, enhancing overall customer experience.
- Collaborated with healthcare providers and internal teams to streamline prescription processing, improving customer satisfaction.
- Resolved billing inquiries, copay questions, and delivery issues, escalating clinical concerns to licensed pharmacists to ensure patient safety.
- Coordinated with physicians' offices to obtain refill authorizations and prescription clarifications.
- Processed prescription refill requests accurately within pharmacy systems.
- Performed pharmacy claims audits to verify accuracy, compliance, and regulatory standards.
- Provided administrative support while maintaining confidentiality and attention to detail.
Medical Records Coordinator / Medical Records Specialist
Heaven Sent Home Health Care
Orange, TX
09.2021 - 09.2024
- Managed and maintained confidential patient medical records in accordance with HIPAA guidelines.
- Organized and maintained electronic and paper medical records.
- Processed requests for medical records while ensuring compliance with privacy regulations.
- Organized and maintained electronic and paper medical records to ensure accurate and accessible patient information.
- Prepared detailed reports and summaries for physicians and healthcare staff to support informed decision-making.
- Processed medical records requests in compliance with privacy regulations, facilitating timely access to patient information.
- Assisted healthcare professionals with accurate patient documentation and record retrieval.
Customer Service Representative
Heaven Sent Home Health Care
Orange, TX
09.2021 - 09.2024
- Resolved customer questions and concerns while providing excellent customer service.
- Resolved customer questions and concerns, enhancing satisfaction and loyalty.
- Assisted customers with products and services, identifying additional opportunities.
- Retained customers by addressing concerns and providing effective solutions.
- Retained customers by addressing concerns and delivering tailored solutions.
- De-escalated difficult customer interactions, fostering trust and positive experiences.
- Maintained accurate customer records and account documentation.
Education
Social Work Coursework -
University of Mary Hardin-Baylor
Belton, TXHigh School Diploma -
West Orange-Stark High School
Orange, TXSkills
- Customer Service
- CRM Software
- Claims Processing
- Claims auditing
- Refill processing
- HIPAA Compliance
- Medical Terminology
- Healthcare admin
- Patient management
- Electronic records
- Records Management
- Administrative Support
- Data Entry
- Document review
- Revenue Cycle Support
- Managed Care
- Microsoft Office
- Calendar Management
- Phone & Email Support
- Problem Solving
- Organization
- Time Management
- Attention to Detail
- Team Collaboration
- Customer Support Techniques
- Team Collaboration
Certification
- Certified Nursing Assistant (CNA)
- Valid Driver's License
- Authorized to work in the United States for any employer
Languages
English
Timeline
Customer Experience Associate I
Conduent
10.2024 - Current
Medical Records Coordinator / Medical Records Specialist
Heaven Sent Home Health Care
09.2021 - 09.2024
Customer Service Representative
Heaven Sent Home Health Care
09.2021 - 09.2024
Social Work Coursework -
University of Mary Hardin-Baylor
High School Diploma -
West Orange-Stark High School