Katazia Commander
Fayetteville
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
6
6
years of professional experience
Work History
Healthcare Customer Service Representative
Humana
04.2022 - Current
- Contributed to the development of updated training materials for new employees, ensuring consistent service delivery across the team.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Maintained customer records by updating account information.
- Enhanced team productivity by providing ongoing training and support to new hires.
- 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 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.
Customer Service Representative
Verizon
01.2018 - 04.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Timmonsville High School
Timmonsville, SC06.2018
Skills
- Customer Service
- Inbound Customer Service
- Problem Resolution
- Customer Relations
- First Call resolution
- Call center experience
- Customer Relationship Management
- Appointment Scheduling
- Complaint Handling
- Documentation And Reporting
- Payment Processing
- Project Management
- Database Research
- Understanding Customer Needs
- Calm Under Pressure
- Relationship Building
- Medical terminology knowledge
- Insurance Verification
- Patient confidentiality
- Healthcare industry understanding
Timeline
Healthcare Customer Service Representative
Humana
04.2022 - Current
Customer Service Representative
Verizon
01.2018 - 04.2022
High School Diploma -
Timmonsville High School
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