TURANA WHEATLEY
Dallas
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. With proven track record in delivering exceptional customer service in healthcare industry. Demonstrated ability to effectively manage patient inquiries and resolve issues promptly, contributing to high patient satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Service Sales Representative
Allstate Insurance Co
03.2022 - 05.2024
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Responded to customer requests for products, services, and company information.
- Explain the coverage details and definitions to educate potential and existing clients so they effectively understand what their Insurance Is doing for them
- Work with claims to make sure the customer is properly and completely compensated for a loss
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Healthcare Customer Service Representative
Kaiser Permanente
09.2021 - 10.2022
- Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical procedures and other related topics
- Performed data entry tasks accurately while adhering to company standards for quality assurance
- Resolved patient billing issues and collected payments
- Review and research incoming healthcare claims from members and providers by navigating multiple computer systems and platforms and verifies the data / information necessary for processing
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
Healthcare Customer Service Representative
Novartis Patient Assistance Program
08.2019 - 10.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School -
Lincoln High School
06.2019
Skills
- Customer service
- Time management
- Active listening
- Problem-solving
- Critical thinking
- Call center experience
- Data entry
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Claims processing
- Verbal and written communication
Timeline
Customer Service Sales Representative
Allstate Insurance Co
03.2022 - 05.2024
Healthcare Customer Service Representative
Kaiser Permanente
09.2021 - 10.2022
Healthcare Customer Service Representative
Novartis Patient Assistance Program
08.2019 - 10.2021
High School -
Lincoln High School
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