Whitney Johnson
Lakeland,GA
Summary
Dynamic Healthcare Customer Service Representative with a proven track record at Cognizant Technologies Solutions, excelling in HIPAA compliance and patient confidentiality. Demonstrated empathy and problem-solving skills, achieving increased first-call resolution rates and enhancing patient satisfaction through effective communication and efficient issue resolution. Committed to delivering results in fast-paced environments.
Overview
1
1
Language
2027
2027
years of professional experience
Work History
Healthcare Customer Service Representative
Cognizant Technologies Solutions
2024 - Current
- Provided exceptional customer support for healthcare inquiries via phone and email.
- Assisted patients with account management, appointment scheduling, and billing questions.
- Resolved issues efficiently by utilizing CRM software and knowledge base systems.
- Educated patients on healthcare policies, benefits, and services available to them.
- 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.
- Boosted productivity by leveraging advanced software tools for efficient data entry and analysis.
- Managed study databases, ensuring accurate data entry, storage, and retrieval for analysis purposes.
- Performed data entry and completed proper paperwork.
- Maintained accurate financial records with diligent data entry of invoices and expense reports.
- Trained junior attorneys in efficient document review methods, improving overall team productivity.
- Developed a robust document review process, enhancing accuracy and consistency across all materials.
- Collaborated with insurance companies to resolve coverage issues or prior authorization requirements for patients'' medications.
- Optimized turnaround times for prior authorization requests, collaborating closely with physicians and clinical staff to expedite necessary treatments.
- Ensured accurate documentation of patient information in electronic health records for appropriate record keeping.
- Handled sensitive patient information with discretion, adhering to HIPAA regulations at all times.
- Ensured accurate documentation of patient information by maintaining thorough electronic medical records.
- Maintained accurate records of patient information, ensuring confidentiality and compliance with regulatory standards.
- Collaborated with healthcare providers to clarify clinical data and improve documentation quality.
- Analyzed clinical documentation for accuracy and compliance with regulatory standards.
- Fostered strong relationships with key clients by providing personalized billing support, ensuring their needs were met promptly and efficiently.
- Provided comprehensive billing support, explaining charges clearly to ensure customer understanding and satisfaction.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted in the preparation of proposals and bids by gathering necessary data and verifying information accuracy.
- Reduced errors in data entry by meticulously checking records and verifying information against source materials.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
Walmart Associate
Walmart
05.2023 - 2025
- Guided customers through inquiries and product selection, contributing to better shopping experience.
- Monitored inventory status through regular stock reviews and replenishment planning.
- Managed cash register operations efficiently, supporting timely transactions and strong customer service.
- Partnered with team members to organize merchandise displays, improving sales presentation across store layout.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
High School Diploma -
Lanier County
Lakeland, GA05.2019
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Call center experience
- Data entry proficiency
- Claims processing
- Follow-up skills
- Empathy and patience
- Patient eligibility verification
- Problem-solving
- Data entry
- Understanding customer needs
- 40 wpm typing speed
Languages
English
Timeline
Walmart Associate
Walmart
05.2023 - 2025
Healthcare Customer Service Representative
Cognizant Technologies Solutions
2024 - Current
High School Diploma -
Lanier County