Waltaisha Johnson
Charlotte,NC
Summary
Driven healthcare professional with extensive experience in customer service and patient care, notably at TTEC- United Healthcare. Excelled in HIPAA compliance and problem-solving, enhancing patient satisfaction and increasing first-call resolution rates. Skilled in medical terminology and empathetic communication, adept at improving care coordination and patient education.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
TTEC- United Healthcare
09.2022 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Customer Service Representative
Alorica
09.2021 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Certified Nursing Assistant
Springdale Nursing Center
10.2017 - 01.2020
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Certified Nurse Assistant
Carlyle Senior Care
05.2015 - 10.2017
- Maintained accurate records of vital signs, fluid intake, and output for effective patient monitoring.
- Enhanced patient care by providing daily assistance with bathing, dressing, and grooming.
- Improved patient comfort by repositioning and transferring them on a regular basis.
- Assisted patients during meal times, ensuring they received proper nutrition according to specific dietary requirements.
- Strengthened continuity of care by meticulously updating electronic health records in accordance with HIPAA regulations.
Education
CNA - Nursing Assistance
Red Heart
Sumter, SC03.2015
Diploma - Nursing
Lee Central High School
Bishopville, SC06.2013
Skills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Appointment Scheduling
- HIPAA Compliance
- Multitasking and Organization
- Customer Service
- Problem-Solving
- Team Leadership
- Quality Assurance
- Medical Terminology
- Patient Registration
- Phone and Email Etiquette
- Referral Coordination
- System Updating
- Patient Education
- Flexible Schedule
- Work Quality Evaluation
Timeline
Healthcare Customer Service Representative
TTEC- United Healthcare
09.2022 - Current
Customer Service Representative
Alorica
09.2021 - 03.2022
Certified Nursing Assistant
Springdale Nursing Center
10.2017 - 01.2020
Certified Nurse Assistant
Carlyle Senior Care
05.2015 - 10.2017
CNA - Nursing Assistance
Red Heart
Diploma - Nursing
Lee Central High School
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