Toriana Betts
Irvine,CA
Summary
Compassionate and results-driven Customer Care Representative with over three years of experience in healthcare and customer service environments. Proven ability to assist patients with scheduling, insurance verification, and billing inquiries while maintaining strict compliance with HIPAA regulations. Skilled in leveraging advanced software tools and CRM platforms to enhance efficiency and ensure seamless communication in remote settings.
Overview
4
4
years of professional experience
Work History
Western Dental
Customer Care Representative
01.2023 - Current
- Assist patients with scheduling appointments, processing referrals, and addressing billing inquiries via phone and email
- Verify insurance coverage and provide support for claims resolution, ensuring patients understand their benefits and out-of-pocket costs.
- Handle high volumes of patient inquiries, maintaining an average call resolution time of 17 minutes.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Patient Support Representative
Wellnessmart, MD
11.2021 - 01.2023
- Handled insurance verification tasks accurately and quickly, preventing delays in treatment authorization or billing issues later on.
- Provided front-line support for patient inquiries, including test results, billing concerns, and prescription refills.
- Scheduled and confirmed medical appointments, coordinating with providers and specialists.
- Assisted with financial assistance programs and payment plans for uninsured or underinsured patients.
- Maintained strict confidentiality of patient records in accordance with HIPAA regulations, protecting sensitive personal information.
Customer Service Representative
Continuum Global Solutions
12.2020 - 11.2021
- Provide remote customer support, resolving inquiries via email, chat, and phone.
- Handled high-volume customer inquiries, ensuring timely and effective resolution.
- Assisted customers with account management, billing, and service troubleshooting.
- Worked closely with team members to achieve department KPIs.
Education
Raymore-Peculiar Highschool
Skills
-Patient Relations & Support
-Data Entry & Accuracy (80 WPM )
-Strong written and verbal communication
-Call Center Operations (High-Volume)
-Medical Billing & Coding Basics
-Time Management and Multitasking
Technical Proficiencies
- Healthcare CRM Tools: Epic, Athenahealth, Cerner
- Medical Billing Systems: Medisoft, Kareo,Practice Fusion
- Data Analysis: Excel (Advanced), Tableau, Power BI
- Communication Tools: MicrosoftTeams, Slack, Zoom
- Productivity Tools: Microsoft Office Suite, Google Workspace
- Ticketing Systems (e.g., Zendesk, Jira, ServiceNow)
- Customer Relationship Management (CRM) Tools (e.g., Salesforce, HubSpot)
Timeline
Western Dental
Customer Care Representative
01.2023 - Current
Patient Support Representative
Wellnessmart, MD
11.2021 - 01.2023
Customer Service Representative
Continuum Global Solutions
12.2020 - 11.2021
Raymore-Peculiar Highschool
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