Tekharra Garvin
Jacksonville
Summary
Compassionate Customer Service Representative with background in coordinating patient care, facilitating communication between healthcare professionals and patients, and ensuring optimal service delivery. Strengths include strong problem-solving skills, effective communication, and adaptability to changing situations. Previous work has shown impact through improved patient satisfaction scores and streamlined administrative processes
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Better Health Group
12.2024 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
Home Health Aide
Amada Senior Care
08.2024 - 03.2025
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Assisted disabled clients to support independence and well-being.
- Provided transportation and appointments management.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
Health Care Analyst I
Florida Blue - Blue Cross Blue Shield Of Florida
05.2022 - 09.2024
- Help ensure all customers (telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their need
- Provide a customer friendly service experience for customers with questions or issues related to health care, health insurance (benefits, claims, premium payments, membership, billing, and enrollment) or other related topics
- Research and obtain resolution for all issues, using tools directly or engaging other business areas for support for inquiry resolution
- Ensure service coordinated with other supporting areas maintains the appropriate retail center service experience and that internal complexities remain invisible to the customer
- Log all inquiries, capturing appropriate data required for reporting and customer understanding
- Respond to telephone and web-based inquiries and initiate telephonic follow-up when appropriate
- Assist sales consultants with new enrollment status and inquires
- Use Web based tools and other aids to facilitate and teach customers to use resources, tools, information, and products to manage their health care and health care costs most effectively
Client Services Representative II
Bank of America
06.2019 - 05.2022
- Identifies client needs and recommends solutions when fraud has been identified
- Records data captured during client interactions accurately
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Developed relationships with customers through proactive communication and follow-up.
- Assessed customer needs and responded to inquiries in a timely manner.
- Processed orders and payments accurately and efficiently.
- Maintained accurate client records in the database system.
Inside Sales Representative
Convergys Corporation
02.2017 - 06.2019
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Provided customer service to patients by answering questions about medications and healthrelated topics.
- Managed filing of prescriptions, both electronically and manually.
- Demonstrated strong listening skills accompanied with excellent decision-making abilities while communicating with Healthcare Professionals.
- Effectively communicated complex product information in a professional and reassuring manner during real-time interactions.
- Applied coaching and feedback effectively to boost individual performance and enhance customer experience
- Managed multiple tasks by simultaneously attending to customer's needs, navigating CRM while providing accurate information.
Home Health Aide
Touching Hearts At Home
07.2013 - 02.2017
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Transported clients to doctor appointments and social events.
- Prepared meals and snacks according to prescribed diets.
- Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
- Assisted in ambulation and exercise routines for clients.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Administered medications as instructed by physician or nurse practitioner.
- Answered patient calls promptly, providing assistance or referring them to appropriate personnel when needed.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
Education
High School Diploma -
F.W. Buchholz High School
Gainesville, FL05-2013
Skills
- Medicare Part A,B, & C
- Patient transportation
- Medication Administration
- Care Coordination
- Client documentation
- Appointment Scheduling
- Insurance knowledge
- Customer Service
- HIPAA Compliance
- Scheduling Diagnostic Procedures
- Patient Education
- Patient Registration
- Insurance Navigation
- Referral Coordination
- Payment Processing
- Electronic Medical Records
- Service Recovery Technique
- Workflow Optimization
- CRM System
- Microsoft Office Suite Products
- Inbound Calls
- Outbound Calls
- Navigate simultaneously
- Utilize Multiple Systems
Timeline
Customer Care Representative
Better Health Group
12.2024 - Current
Home Health Aide
Amada Senior Care
08.2024 - 03.2025
Health Care Analyst I
Florida Blue - Blue Cross Blue Shield Of Florida
05.2022 - 09.2024
Client Services Representative II
Bank of America
06.2019 - 05.2022
Inside Sales Representative
Convergys Corporation
02.2017 - 06.2019
Home Health Aide
Touching Hearts At Home
07.2013 - 02.2017
High School Diploma -
F.W. Buchholz High School