Summary
Overview
Work History
Education
Skills
Timeline
Generic

Thomesha Hatfield

Dallas

Summary

Dynamic customer service professional with extensive experience at Texas Health Resources, adept at managing high call volumes and resolving patient inquiries. Proficient in medical terminology and billing procedures, I excel in fostering relationships and ensuring patient satisfaction through effective communication and problem-solving skills. Committed to maintaining compliance with HIPAA regulations.

Overview

6
6
years of professional experience

Work History

CSR

IKS Solution
Irving
06.2024 - 06.2025
  • Assisted customers with inquiries and resolved issues efficiently.
  • Explain EOB to patients
  • Managed high volumes of incoming calls and emails daily.
  • Documented all conversations with patients in CRM software according to company standards.
  • Email patients invoices in a timely manner
  • Maintained records of patients transactions, comments and complaints.
  • Developed strong relationships with patients to ensure satisfaction and loyalty.
  • Informed patients about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry patients during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Updated databases with new and modified patients data.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Inbound Call Center Rep

Texas Health Resources
Dallas
02.2019 - 06.2024
  • Managed inbound calls to assist patients with scheduling appointments.
  • Provided accurate information regarding health services and insurance options.
  • Utilized electronic health record systems to update patient information efficiently.
  • Collaborated with healthcare teams to resolve patient inquiries and concerns.
  • Handled high call volumes while maintaining a professional demeanor and empathy.
  • Documented interactions in compliance with Texas Health Resources standards.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Forwarded calls to management if outstanding issue required immediate resolution.
  • Identified consumer needs, clarified information and researched issues to provide alternative solutions.
  • Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.

Education

High School Diploma -

Dallas Can Academy
Dallas, Tx
06.2012

Skills

  • Advanced in Excel
  • Data Entry
  • Medical terminology understanding ICD-9 coding
  • HIPAA Regulations
  • Scheduling appointments
  • Insurance Eligibility New patient
  • Payment processing
  • Billing procedures

Timeline

CSR

IKS Solution
06.2024 - 06.2025

Inbound Call Center Rep

Texas Health Resources
02.2019 - 06.2024

High School Diploma -

Dallas Can Academy

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