Teaera Collins
Summerville,United States
Summary
Customer service representative with 9 years of experience in healthcare and banking sectors, adept at using EMR Systems and Microsoft Office Suite. Demonstrates strong proficiency in medical terminology and customer service, ensuring patient and customer satisfaction through effective communication and problem-solving skills. Committed to leveraging expertise to enhance service quality and operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Care Associate
Sedgwick Goverment Solutions
Bethesda, MD
04.2025 - Current
- Work under numerous Federal Government contracts
- Resolved customer inquiries through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to streamline processes for improved efficiency.
- Escalated complex issues to management, ensuring timely resolution and customer satisfaction.
- Consistently maintained a high level of professionalism while interacting with customers across diverse industries and backgrounds.
- Identified and resolved discrepancies and errors in customer accounts.
Call Center Scheduler
Access Point Health
03.2023 - Current
- Answer inbound Patient scheduling calls based on department service level goals and addresses their concerns in a satisfactory manner.
- Communicate with patients to schedule, reschedule and/or cancel their appointments request accurately by following practice scheduling protocols and tools.
- Accurately collect and perform data entry of all required patient demographic and insurance information.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Utilize and maneuver between several different software systems.
- Always maintain confidentiality of account information. Resolve patient concerns and de-escalate dissatisfied customer situations, providing exceptional support and assistance throughout the scheduling process.
- Navigate multiple software systems efficiently, streamlining the scheduling process and enhancing overall productivity in the call center environment.
- Coordinate with various departments to optimize appointment scheduling, ensuring adherence to practice protocols and service level goals.
- Consistently meet or exceed department service level targets, contributing to improved patient satisfaction and operational efficiency.
- Streamline patient scheduling process, enhancing call center efficiency while maintaining high service quality and adherence to departmental protocols.
Customer Service Representative
Telus International - Barclays Banking
Charleston, SC
12.2021 - 01.2023
- Respond to inbound calls relating to customer service.
- Calls will include the full range of customer inquiries, i.e., balance inquiries, transaction reviews, fee and finance charge removal requests, balance transfers, reward & airline mile accumulation inquiries, payment questions, and complaints.
- Active listening to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.
Medical Assistant
Dermatology And Skin Cancer Center of SC
Mount Pleasant, Myrtle Beach, SC
03.2021 - 10.2021
- Assist Physician with patient office visits which include, rooming patients, scribing notes for Physician and interviewing patients.
- Recording vital signs including pulse rate, blood pressure, height, and weight.
- Prepare specimens for lab work, obtain consents, and enter all medical history in patient electronic medical record.
- Assist Physician with biopsies.
- Prepare and review patient chart at least 72 hours prior to patient’s appointment.
- Review charts for completeness ensuring all required information are included; note any deficiencies and utilize all resources internal as well as external.
Medical/Clinical Lab Assistant
Medical University Hospital Authority (Medical Center)
01.2019 - 03.2021
- Perform pre-analytical processing of biological specimens for testing in the clinical laboratory.
- Data entry of client demographic information.
- Processing test orders and order review.
- Reconciling specimen/order problems.
- Assist with facilitating send out testing.
- Ensure proper patient registration, paper requisition filing, and supply management support.
- Ensuring proper labeling of samples and sample distribution.
- Practice patient confidentiality and patient advocacy in a trust-based environment.
Education
Bachelors in Science - Biology
South Carolina State University
Orangeburg, SC01.2017
Skills
- Microsoft Word (Expert), Microsoft Excel, Medical Terminology, Customer Service, Medical Records, EMR Systems
- Call center experience
- Reporting and analysis
- Coaching and mentoring
- Dispute resolution
- Language proficiency
- Inbound customer service
- Adaptability and flexibility
- First call resolution
- Technical troubleshooting
- Appointment scheduling
- Documentation and reporting
COURSES
- CALL CENTER SCHEDULER Access Point Health Mar 2023 - Present
- CUSTOMER SERVICE Telus International - Barclays Banking Dec 2021 - Jan 2023
- MEDICAL ASSISTANT Dermatology And Skin Cancer Center of SC Mar 2021 - Oct 2021
- MEDICAL/CLINICAL LAB ASSISTANT - HISTOLOGY LAB Medical University Hospital Authority (Medical Center) Jan 2019 - Mar 2021
Timeline
Customer Care Associate
Sedgwick Goverment Solutions
04.2025 - Current
Call Center Scheduler
Access Point Health
03.2023 - Current
Customer Service Representative
Telus International - Barclays Banking
12.2021 - 01.2023
Medical Assistant
Dermatology And Skin Cancer Center of SC
03.2021 - 10.2021
Medical/Clinical Lab Assistant
Medical University Hospital Authority (Medical Center)
01.2019 - 03.2021
Bachelors in Science - Biology
South Carolina State University