Trina McCoy
Lumberton,NC
Summary
Over 10 years of Health care service, accountable and responsible with a strong focus on customer/patient experience in a fast-paced working environment. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
UNC REx
08.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Financial Case Worker
UNC Health Southeastern
04.2020 - Current
- Connect uninsured hospital patients to Medicaid programs that will cover their medical expenses, based on criteria and protocol
- Liaison between the patient, hospital facility and government agency
- Frequent speaking in person, via phone
- Outstanding interpersonal skills, excellent verbal, written communication
- Collaborated with social workers and patients to determine which Medicaid program fit the current need.
Customer Service Representative
UNC Health Southeastern
12.2016 - 04.2020
- Listened to customer feedback, provided appropriate responses, and forwarded issues to the appropriate department
- Assisted customers by using the EPIC system to set up payment plans
- Entered data into the EPIC system, including payments, account information, and call logs
- Used a POS system for payments and end of day posting
- Collaborated with coworkers and managers to resolve difficult and high-level customer issues.
Patient Care Assistant
UNC Health Southeastern
05.2015 - 12.2016
- Observe and document on Behavorial health patients
- Maintained the confidentiality of patient data and conditions at all times to protect health information.
Education
Bachelor of Science - Social Worker
Southern New Hampshire University
Manchester, NH01.2026
Skills
- Customer service
- MS Office
- Team building
- Problem resolution
- Product Knowledge
- Data Entry
- Data Collection
- Information Security
Timeline
Customer Service Representative
UNC REx
08.2023 - Current
Financial Case Worker
UNC Health Southeastern
04.2020 - Current
Customer Service Representative
UNC Health Southeastern
12.2016 - 04.2020
Patient Care Assistant
UNC Health Southeastern
05.2015 - 12.2016
Bachelor of Science - Social Worker
Southern New Hampshire University
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