Zakierra Webb
Covington,GA
Summary
Experienced Call Center Representative skilled in delivering high-quality customer service through effective communication. Known for successfully managing complex calls, troubleshooting efficiently, and staying calm under pressure. Proven track record of improving customer satisfaction rates and resolving problems efficiently. Exceptional multitasker with strong interpersonal skills, ensuring a positive experience for all callers.
Overview
3
3
years of professional experience
Work History
Patient Access Engagement Liaison- Contact Center
Emory Healthcare
04.2024 - 09.2024
- Handled incoming calls efficiently in a high-demand call center environment
- Demonstrated exceptional customer service by greeting and engaging callers in a positive manner
- Ensured accurate and precise entry of patient demographic, medical and financial information in the Cerner Millennium Scheduling Epic system
- Efficiently handled the organization of outpatient procedures with emphasis on scheduling, rescheduling, and cancellations.
- Keep abreast of outpatient procedure information and offer clinical preparation guidelines to callers when necessary
- Attended regular training sessions on updates and changes within the industry or organization.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Patient Care Coordinator Complex
Emory Healthcare
01.2022 - 04.2024
- Demonstrates skill in managing complex scheduling tasks for surgeries and imaging scans
- Utilized EMR systems for efficient entry and updating of patient information
- Scheduled appointments by retrieving referrals from external facilities
- Assisted in the onboarding process for new PCCs and additional administrative personnel
- Obtains and manages pre-certification authorizations as required
Patient Service Coordinator
Emory Healthcare
10.2021 - 01.2022
- Acted as the main liaison for patients, overseeing customer service, administration, and scheduling
- Collaborated with administrative and clinical staff to enhance the patient's overall experience
- Scheduled all patient appointments promptly
- Collaborated with clinical staff and physicians to enhance patient care experience
- Greeted patients and visitors in a friendly and professional manner.
- Managed the flow of incoming calls from patients and other healthcare providers.
Education
Bachelor of Science - Biology
Miles College
Fairfield, AL05.2020
Skills
- Appointment Scheduling
- Scheduling surgeries
- Verifying insurance coverage
- Obtaining pre-authorization
- Fast-paced healthcare environment
- High-pressure environments
- Customer Service
- Critical thinking abilities
References
References available upon request.
Timeline
Patient Access Engagement Liaison- Contact Center
Emory Healthcare
04.2024 - 09.2024
Patient Care Coordinator Complex
Emory Healthcare
01.2022 - 04.2024
Patient Service Coordinator
Emory Healthcare
10.2021 - 01.2022
Bachelor of Science - Biology
Miles College
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