TANIIA JONES
Jackson,MS
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring [Number] years of relevant work experience to your team. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieve 100% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Knowledgeable and dedicated customer service professional with extensive experience in heathcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level healthcare agent position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
Advocate Health Advisors
- 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.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
United Healthcare Advocate
Teleperformance USA
2023.01 - 2024.07
- 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.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
UnitedHealthcare Group
2021.01 - 2022.02
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Analyzed and collected customer information to prepare product or service reports
- Read from scripts to promote uniformity and consistency in communications
- Adhered to quality and service standards to support operational goals
- Participated in ongoing training to enhance own job skills and knowledge
- Defined problems, collected data, established facts and validated conclusions.
Caregiver
Canton Manor
2017.01 - 2019.01
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Recommended improvements in products, services or billing methods to prevent future problems
- Made appropriate account corrections to resolve customer problems
- Navigated multiple computer systems and applications and utilized search tools to find information
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
Caregiver
Canton Manor
2015.02 - 2017.01
- Read and contributed to shift reports and care notes
- Engaged clients through conversation and companionship, promoting independence and social requirements
- Responded to resident dining needs and assisted with feeding
- Assisted residents in activities of daily living to maintain health and dignity
- Worked in cooperation with family and outside providers to meet physical and emotional needs of patient.
Education
High School Diploma - Construction
FINCH HENRY JOBCORP CENTER
Batesville, MS05.2016
Skills
- Patient and Empathetic
- Building Customer Trust and Loyalty
- Customer Account Management
- De-escalation Techniques
- Calm and Professional Under Pressure
- Computer Proficiency
- Strong Analytical and Problem Solving Skills
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Data Entry and Maintenance
- Creative Problem Solving
- Understanding Customer Needs
- Call Documentation
- Information Updates
- Customer Retention Strategies
Careerobjective
- Member Service Representative, UnitedHealthcare Group, Tampa, FL
- Healthcare Customer Service Representative, Advocate Health Advisors, Remote
- Call Center Customer Service Representative, Arise Platform, Remote
Timeline
United Healthcare Advocate
Teleperformance USA
2023.01 - 2024.07
Customer Service Representative
UnitedHealthcare Group
2021.01 - 2022.02
Caregiver
Canton Manor
2017.01 - 2019.01
Caregiver
Canton Manor
2015.02 - 2017.01
Healthcare Customer Service Representative
Advocate Health Advisors
High School Diploma - Construction
FINCH HENRY JOBCORP CENTER
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