Zhonique Marshall
Norfolk,VA
Overview
5
5
years of professional experience
Work History
Customer Service Representative
T-Mobile
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction
- Provided primary customer support to internal and external customers
- Utilized customer service software to manage interactions and track customer satisfaction
- Tracked customer service cases and updated service software with customer information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Medical CSR
Cigna
Remote
03.2021 - 11.2023
- Responded to customer requests for products, services, and company information
- Provided primary customer support to internal and external customers
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Verified and updated demographic and other personal information for clients
- Used computer programs and registration systems to schedule patients for routine and complex procedures
- Consulted with outside parties to resolve discrepancies and create expert solutions
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care
- Completed clerical duties and tasks for clinic administration
- Referred and screened patients to make best use of resources, triage staff, and serve community members
- Resolved billing inquiries and disputes in timely fashion
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Patient Access Representative
Bon Secours
Norfolk, VA
04.2019 - 03.2021
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Stayed calm under pressure to successfully deal with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Trained new staff on hospital processes and procedures
- Educated patients on importance of preventive health care and insurance coverage
- Resolved patient billing issues in line with established guidelines
- Addressed bad debts in line with set protocols
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs
- Verified patient insurance eligibility and entered patient information into system
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Answered incoming calls, scheduled appointments and filed medical records
- Provided excellent customer service to patients and medical staff
- Facilitated communication between patients and various departments and staff
- Responded to inquiries by directing calls to appropriate personnel
- Delivered support to medical staff in completion of patient paperwork
- Trained new staff on filing, phone etiquette and other office duties
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Recommended service improvements to minimize recurring patient issues and complaints
- Helped address client complaints through timely corrective actions and appropriate referrals.
Education
Certified Clinical Medical Assistant -
Tidewater Community College
Remote04.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Medical CSR
Cigna
03.2021 - 11.2023
Patient Access Representative
Bon Secours
04.2019 - 03.2021
Customer Service Representative
T-Mobile
Certified Clinical Medical Assistant -
Tidewater Community College