Tenice Hicks
Memphis,TN
Summary
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, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Remote Customer Service Representative
Pfizer
Memphis, TN
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
COVID-19 Screener
St Francis Hospital
Memphis, TN
07.2020 - 03.2021
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Oversaw in-person and curbside patient registration and processing.
- Donned and removed personal protective equipment (PPE) per company protocols.
- Protected individual confidentiality as prescribed by local, state and federal mandates.
- Provided COVID-19 FAQs and educational material to patrons and employees.
- Performed nasal swab and rapid antibody testing via blood droplet collection.
- Recorded patient vital signs prior to beginning medical procedures.
- Disinfected tools, equipment and surfaces between patients.
- Provided family members with general health education and tips for patient care.
Patient Service Representative
Baptist Medical Center
Memphis, TN
09.2018 - 03.2020
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Used EMR and other software to schedule appointments.
- Balanced deposits and credit card payments each day.
- Compiled and reviewed medical charts.
- Reviewed daily care slips for doctors.
- Followed document protocols to safeguard confidentiality of patient records.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Pharmacy Cashier
Walgreens
Memphis, TN
02.2018 - 07.2018
- Registered customer purchases on assigned cash register, collected cash and distributed change, processing voids, returns, rain checks, refunds and exchanges.
- Reported prescription errors to pharmacist on duty and adhered to company policies and procedures in relation to pharmacy errors and quality assurance directives.
- Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
- Enforced compliance with state and local laws regarding regulated products such as prescription drugs, over-the-counter items with purchase limits, alcoholic beverages and tobacco products.
- Applied mandates of Health Insurance Portability and Accountability Act regulations and company policies complementing or supporting satisfaction of regulatory requirements.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Patient Access Representative
Adron Productions
Memphis, TN
08.2000 - 08.2016
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Education
Medical Assistant -
Memphis School of Allied Health
Memphis, TN01.2004
High School Diploma -
Wooddale High School
Memphis, TN05.1998
Skills
- Customer Data Confidentiality
- POS Systems and Ordering Platforms
- Upselling Products and Services
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Understanding Customer Needs
- Customer Account Management
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Inbound and Outbound Calling
- PCI (Payment Card Industry)
- Microsoft Exchange
- Microsoft PowerPoint
- Call Volume and Quality Metrics
- Team-Oriented and Cooperative
- Answering Emails
- Excellent Attention to Detail
- Assisting Dispatch
- Critical Thinking
Timeline
Remote Customer Service Representative
Pfizer
01.2022 - Current
COVID-19 Screener
St Francis Hospital
07.2020 - 03.2021
Patient Service Representative
Baptist Medical Center
09.2018 - 03.2020
Pharmacy Cashier
Walgreens
02.2018 - 07.2018
Patient Access Representative
Adron Productions
08.2000 - 08.2016
Medical Assistant -
Memphis School of Allied Health
High School Diploma -
Wooddale High School