Tonnette Gray
BroadPath Healthcare
Monroe,LA
10
years of professional experience
Dedicated Healthcare Representative with over 8 years of experience in patient outreach, benefits education, and schedule management. Skilled in high-volume outbound calling, objection handling, and senior-focused care coordination. Proven track record of exceeding daily engagement targets while delivering empathetic, HIPAA-compliant member support.
Work History
Healthcare Customer Service Representative
1 Year 9 Months- Averaged 80+ outbound calls daily to educate members on benefits and schedule care assessments.
- Verified patient demographics, insurance coverage, and pre-authorizations while strictly maintaining HIPAA compliance.
- Increased assessment completion by 15% by effectively resolving member hesitations and objections.
- Reduced no-shows by proactively confirming, rescheduling, and optimizing appointment calendars.
- Processed member payments, updated CRM database records, and resolved complex inquiries.
Healthcare Customer Service Representative
4 Years 4 Months- Handled high-volume inbound/outbound calls resolving coverage inquiries, billing questions, and account setup.
- Documented all patient correspondence and call logs in CRM to track requests and maintain quality benchmarks.
- Trained new hires on products, systems, and call-handling protocols to reduce process gaps.
- Assisted customers with payment plans, current account standings, and routine account maintenance.
Customer Service Associate
3 Years 10 Months- Provided knowledgeable customer support for service inquiries, routine questions, and delivery tracking.
- Safely scanned, sorted, and loaded 300+ packages per hour during peak shifts with zero damage claims.
- Maintained a 100% safety compliance record while regularly handling heavy freight up to 70 lbs.
Education
High School Diploma
Skills
Outbound Patient & Member Outreach
Healthcare Benefits & Coverage Education
Appointment & Care Assessment Scheduling
CRM Software & Data Entry
HIPPA Compliance & Customer Data Confidentiality
Objection Handling & Value-Based Communication
Customer Account Management
De-escalation & Problem Resolution
Timeline
Healthcare Customer Service Representative
BroadPath Healthcare
10.2024 - 07.2026Read More
Healthcare Customer Service Representative
Molina Healthcare
03.2020 - 07.2024Read More
Customer Service Associate
UPS
05.2016 - 03.2020Read More
Carroll High School
High School Diploma
Read More