Tierra Gordon
Hampton,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service 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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Responsible Medical Scheduler with solid experience in supporting patients, families and physicians. Skilled in managing patient information and coordinating and scheduling appointments. Strong organizational and multitasking skills coupled with strong work ethic. Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills.
Collaborative leader with dedication to partnering 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. Organized Patient Service Representative with 3 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Benefits Veterans Network
Remote
03.2021 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
Medical Scheduler
Bon Secours DePaul Medical Center
Norfolk, VA
06.2019 - 03.2021
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Followed up with patients to reschedule missed appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments.
- Processed payments and managed financial records to facilitate proper billing and tracking of payment history.
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed various administrative tasks by filing, copying and faxing documents.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Healthcare Customer Service Representative
ANTHEM Health Services
Remote
02.2017 - 06.2019
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Handled customer service inquiries in person, via telephone and through email.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
Education
High School Diploma -
Bayside High School
Virginia Beach, VASkills
- Customer Relations
- Active Listening
- Account Management
- Microsoft Word
- Report Transcription
- Microsoft PowerPoint
- Medical Imaging
- Software Applications
- Collecting Intake Information
- Quality Patient Care
- EMR Systems
- Patient Relations
- Financial Statements
- Customer Discussions
- Insurance Information Collection
- Medical Billing
- Demographics Information
- Family Medicine
- Bookkeeping Support
- Patient Greeting
- Office Administration
- Customer Service Management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Recognized for outstanding dedication to patient care.
- Recognized for going above and beyond the call of duty.
Timeline
Customer Service Representative
Benefits Veterans Network
03.2021 - 10.2023
Medical Scheduler
Bon Secours DePaul Medical Center
06.2019 - 03.2021
Healthcare Customer Service Representative
ANTHEM Health Services
02.2017 - 06.2019
High School Diploma -
Bayside High School