Tineshia Bates
New Waverly
Summary
Dynamic Patient Service Representative with proven success at Kelly Services, enhancing customer satisfaction through effective communication and relationship management. Skilled in appointment scheduling and insurance verification, I achieved a 40% increase in positive feedback while maintaining a 92% satisfaction rating. Committed to delivering exceptional service and accurate documentation.
Overview
7
7
years of professional experience
Work History
Patient Service Representative
Kelly Services
02.2023 - 06.2025
- Delivered comprehensive support in high-volume call center, handling over 100 daily calls with 92% customer satisfaction rating.
- Enhanced customer experience through rapport building and empathetic support, leading to 40% increase in positive feedback.
- Tracked and documented customer interactions using proprietary software, improving record accuracy by 15%.
- Managed patient inquiries and resolved issues efficiently.
- Scheduled appointments and coordinated patient follow-ups effectively.
- Assisted patients with insurance verification and eligibility checks.
Customer Service Representative
Adecco Employment Services
03.2021 - 01.2023
- Resolved an average of 85 customer inquiries daily across multiple channels (phone, email, chat), consistently exceeding department quality standards by 18%.
- Streamlined documentation process for policy changes by creating standardized templates, reducing processing errors by 22% and paperwork completion time by 15 minutes per case.
- Maintained detailed records of all customer interactions using CRM software for effective follow-up actions when necessary.
- Educated customers on available benefits options during annual open enrollment periods, promoting informed decision making.
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and maintained accurate records.
Data Entry Clerk
Randstad Staffing
07.2018 - 02.2021
- Gained hands-on experience with data entry by contributing to a pivotal CRM project, achieving a 100% accuracy rate
- Delivered a 10% improvement in data collation speed by adopting keyboard shortcuts
- Managed data entry for customer details, ensuring accurate record keeping and easy retrieval by accurately using Microsoft Office Suite.
Education
High School Diploma -
High School
Skills
- Customer relationship management
- Appointment scheduling
- Insurance verification
- Customer documentation
- Call center operations
- Cross-channel communication
Timeline
Patient Service Representative
Kelly Services
02.2023 - 06.2025
Customer Service Representative
Adecco Employment Services
03.2021 - 01.2023
Data Entry Clerk
Randstad Staffing
07.2018 - 02.2021
High School Diploma -
High School