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Care Center Agent Resume Example

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CARE CENTER AGENT
Professional Summary

Enthusiastic and multi-talented customer service representative eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Consistently rewarded for phone etiquette and customer service skills. Promoted several times and completed different administrative tasks in different positions. Clear understanding of several tasks and training in different types of environments. Motivated to learn, grow and excel.

Skills
  • Call center processes
  • Medicare and Medicaid knowledge
  • Healthcare laws and regulations
  • Call center customer service
  • Focused on consistent, quality care
  • Understanding of medical ethics
  • Scheduling proficiency
  • Understanding of medical terminology
  • Medical insurance
  • Insurance verifying
  • Appointment Scheduling
Work History
Care Center Agent, 08/2019 to Current
Butler Memorial Hospital – Butler, PA
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained accurate and current patient account data with digital information updates.
  • Documented patient medical information and insurance details to facilitate smooth appointments and payment processing.
  • Managed scheduled appointments for dozens of providers based on optimal patient loads and clinician availability.
  • Maintained patient databases and updated information in alignment with HIPAA protocols.
  • Adhered to strict HIPAA guidelines at all times to protect patient privacy.
  • Scheduled, rescheduled and handled cancelled appointments for patients.
  • Aided with prescription refill requests.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Scheduled appointments for doctor visits and procedures using desktop calendar software.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Ensured accurate responses to questions and inquiries by maintaining advanced knowledge of practices.
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
Tier 1/Flex Associate, 03/2018 to 06/2019
TTEC – Uniontown, PA
  • Investigated and resolved customer inquiries and complaints quickly.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Entered customer interaction details in Salesforce to track requests, document problems and record solutions offered.
  • Provided basic technical support for clients on wide range of company products.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Optimized customer support by establishing collaborative service environment.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers how to use company systems, complete forms and obtain desired services.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Answered up to 100 incoming calls in busy, fast-paced global call center.
Cashier, 10/2016 to 01/2017
Boscov's – Butler, PA
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Assisted customers with special services, account updates and promotional options.
  • Educated customers on promotions to enhance sales.
Cashier, 08/2015 to 07/2016
Friedman's – Chicora, PA
  • Checked prices for customers and processed items sold by scanning barcodes.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Assisted customers with special services, account updates and promotional options.
Education
High School Diploma: 06/2016
Karns City High School
Additional Information

Currently attending Butler County Community College for Secondary Education-English Option, with goals to transfer to complete four year degree at Slippery Rock University to complete certifications to teach Spanish as a second language and to teach English as a second language.

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Resume Overview

Companies Worked For:

  • Butler Memorial Hospital
  • TTEC
  • Boscov's
  • Friedman's

School Attended

  • Karns City High School

Job Titles Held:

  • Care Center Agent
  • Tier 1/Flex Associate
  • Cashier

Degrees

  • High School Diploma : 06/2016

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