Tiwalola Hudson
Rosenberg,TX
Summary
Results-driven customer service professional with a strong background in quality control, problem-solving, and process improvement. Successfully developed and implemented a new Quality Control regime that reduced service cancellations by 8% and increased customer satisfaction by 15%. Adept at resolving complex customer issues, enhancing service delivery, and optimizing operational workflows. Experienced EMR consultant with expertise in providing at-the-elbow support, training, and troubleshooting for clinicians, ancillary staff, and non-clinical staff across multiple EMR platforms. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Providence Health Care
Houston, Texas
12.2021 - 06.2026
- Responded to customer inquiries via phone, email, and chat, providing accurate and timely assistance.
- High degree of personal responsibility and ownership in helping customers - A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!
- Ambitious and oriented to learning - Excited to learn and navigate new tech platforms, systems, and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem.
- Collaborated with cross-functional teams to enhance customer satisfaction.
- Utilized multiple tools and systems to maximize efficiency and improve service delivery.
- Demonstrated expertise in competitive products and services to optimize retention and sales.
- Achieved performance metrics, and contribute to team success.
- Professionals use a Mac computer, external monitors, and computer accessories to efficiently help our customers. I also have strong and reliable internet connection that can support working from home and knows how to troubleshoot internet and/or technical issues if needed.
- Experienced with Rippling, Zendesk, Asana, or Jira is a plus.
- Strong communication skills and an employee-service mindset.
- Ability to handle sensitive employee data with discretion and integrity.
- Coordinate and process requests for new and refill order shipments. Collect appropriate information needed to ensure insurance coverage for patient medication orders
- VerifIED eligibility, prior authorization, and other reimbursement requirements prior to shipment.
- Assisted members with balance billing issues with providers
- Explained benefit claims in a layman language
Quality Assurance Specialist
Majority Financial Services
Houston, Texas
12.2017 - 12.2020
- Conducted thorough quality audits to ensure compliance with healthcare standards.
- Developed and implemented quality assurance protocols for patient care processes.
- Collaborated with cross-functional teams to resolve quality issues effectively.
- Reviewed and analyzed incident reports to identify trends and areas for improvement.
- Facilitated quality improvement meetings to discuss findings and action plans.
- Monitored regulatory changes impacting quality standards in healthcare delivery.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
HEDIS Quality Analyst
United Healthcare Group
12.2016 - 12.2017
- Conducted accurate medical record data abstraction for HEDIS compliance.
- Performed member outreach, compiled reports, and contributed to process improvements.
- Ensured HIPAA compliance and adherence to federal and regulatory standards.
- Achieved a 96% accuracy rate in medical record reviews and abstractions.
- Provided quality assurance and feedback to improve team efficiency.
Education
Bachelor of Science - Economics
Olabisi Onabanjo University
NigeriaSkills
- ServiceNow CRM
- Genesys software
- Agile CRM
- EPIC
- ClinDoc
- Grand Central
- Ambulatory
- Cadence
- Effective written and interpersonal communication
- Skilled at multitasking and managing multiple priorities
- Proficient in MS Office applications
- Word
- Excel
- PowerPoint
- Providing support to physicians and nurses
- Knowledgeable in HIPAA compliance and regulatory standards
- Strong problem-solving and analytical skills
- Relationship building
- Empathy
Skills
Agile CRM, EPIC (ClinDoc, Grand Central, Ambulatory, Cadence), Effective written and interpersonal communication, Skilled at multitasking,Clin doc and managing multiple priorities, Experienced Go-Live Support Consultant with extensive at-the-elbow support expertise, Proficient in MS Office applications (Word, Excel, PowerPoint), Providing support to physicians and nurses, Knowledgeable in HIPAA compliance and regulatory standards, Strong problem-solving and analytical skills
Timeline
Customer Care Representative
Providence Health Care
12.2021 - 06.2026
Quality Assurance Specialist
Majority Financial Services
12.2017 - 12.2020
HEDIS Quality Analyst
United Healthcare Group
12.2016 - 12.2017
Bachelor of Science - Economics
Olabisi Onabanjo University