Tangela Howard
Stone Mountain,GA
Summary
Dynamic, empathetic, and dedicated customer service representative with a passion for delivering exceptional service. Enthusiastic, hardworking, and committed to continuous learning and growth. Exceptional communication skills and a customer-centric approach driving to understand and fulfill the unique needs of each individual served, ensuring memorable customer experiences.
Overview
11
11
years of professional experience
Work History
Customer Experience Associate
Conduent, Inc.
06.2023 - Current
- Assists members in creating online accounts and navigating insurance coverage.
- Utilizes Salesforce for case management and maintains compliance with HIPAA regulations.
- Assists members with balances, reimbursements, debit card transactions, payments, claims.
- Research, troubleshoot and resolve complex billing claims, customer complaints, taking all steps to resolve and ensure full resolution.
- Maintain tracking log of all member correspondence, providing status updates to leadership as needed.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
Healthcare Documentation Specialist
Acusis, Inc. acquired by Aquity Solutions
05.2013 - 09.2022
- Implemented productivity measures, exceeding daily report production goals.
- Ensured accuracy in medical documentation and collaborated to meet deadlines effectively.
- Received consistent high QA scores and adhered to industry regulations.
- Oversaw the implementation of productivity measures to aid in producing up to 10% more reports on daily basis using speech recognition software; consistently met and surpassed targeted production goals and objectives with or without issues.
- Prioritized multiple reports seamlessly by stat number at the highest quality achieving impeccable QA scores up to 30+ reports daily depending on type and needs.
- Identified, interpreted, and evaluated discrepancies and inconsistencies in medical dictation while correcting grammar and punctuation.
- Certified that documents of properly transcribed records of physicians were submitted to proper channels (either to QA editing or directly to customer).
- Collaborated in working closely with supervisor and managers to meet report deadlines on daily basis resulting in cost reduction, low turnaround time, and minimal to zero penalties for the hospital.
- Enhanced patient safety by consistently providing thorough documentation of medication orders, allergy information, and clinical history within the medical record system.
Medical Transcriptionist
PhysicianSmart Notes
04.2020 - 04.2021
- Transcribed medical documents with a focus on accuracy and compliance.
- Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
- Demonstrated excellent skills to understand diverse accents and dialects.
- Corrected grammar, punctuation, and formatting to maintain document integrity.
- Improved turnaround time for report generation by efficiently managing transcription tasks.
- Maintained 98% accuracy rate for spelling and content.
Education
Certificate of Customer Service Skills -
Alison Certification
Online CourseBachelor of Science - Business Administration
Georgia State University
Atlanta, GASkills
- Call center experience handling 40-60 calls daily
- Strong written & verbal communication skills
- Proficient in Salesforce, Outlook, Excel, Word
- Excellent problem-solving and analytical abilities
- Ability to multitask and work independently
- Tech Support and troubleshooting expertise
- Adherence to Compliance and HIPAA regulations
- Customer Service
- Teamwork and Collaboration
Timeline
Customer Experience Associate
Conduent, Inc.
06.2023 - Current
Medical Transcriptionist
PhysicianSmart Notes
04.2020 - 04.2021
Healthcare Documentation Specialist
Acusis, Inc. acquired by Aquity Solutions
05.2013 - 09.2022
Certificate of Customer Service Skills -
Alison Certification
Bachelor of Science - Business Administration
Georgia State University
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