Trashell Washington

• Answers inbound calls
• Maintain patient confidentiality by adhering to HIPAA guidelines.
• Provided exceptional customer service, addressing patient concerns promptly and professionally.
• Collected and entered patient demographics into computer database.
• Verified patient insurance eligibility and entered patient information into system.
• Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
• Cross-trained and provided backup support for organizational leadership.
• Performs other related duties as assigned by management.

• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Improved first-call resolution rates by effectively utilizing resources and available tools.
• Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
• Maintained up-to-date knowledge of product and service changes.
• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Assisted with taking inbound escalated calls from clients from all lines of businesses.
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Maintained accurate records of employee performance, attendance, and disciplinary actions.
• Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
• Provided guidance and direction to subordinates regarding job duties and responsibilities.
• Monitored employee productivity levels on a regular basis to identify areas of improvement.
• Evaluated employee performance through periodic reviews and documented results accordingly.

Responsible for answering inbound calls from our Business Clients, and Teammates. Providing imperative details on the account. Assisting with any questions/concerns on debits/credits that has posted to our Clients account.

• Using dynamic research and interpersonal skills to swiftly resolve customer issues.
• Following up with clients and providing exemplary service.
• Demonstrated self-reliance by meeting and exceeding workflow needs.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Maintained a database of customer information for ACH transactions.
• Collaborated with other departments to resolve complex issues related to ACH processing.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Assisting with questions about their assisting account (payments,balance etc.)
• Assisting with general account maintenance
• Communicate with Clients about funds
• Taking inbound calls in a high-volume call center and other duties as assigned.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Assisted customers in making payments on accounts.

• Handled travel arrangements for groups, couples, executives and special needs clients.
• Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
• Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.