contact support specialist resume example with 9+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Over eleven years of successful customer service, five being in healthcare. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Shows a clear understanding of medical terminology, HIPAA rules and regulations, billing and registration, written and oral communication and trained in the EPIC and Microsoft computer systems. Always motivated to learn, grow and excel in the medical field. Excellent self and time management skills, quick with problem-solving and deescalating negative situations. An excellent reputation with Sheppard Pratt and WellSpan for going above and beyond for patient's, adapting quickly to changes and excelling in any challenge or task that is given.

Hardworking, ambitious, passionate and dependable with a positive attitude; ready to achieve goals and be a confidence voice for the company.

  • Organizational Skills
  • Self management
  • Works well under pressure and in hostile situations
  • 1.5 years billing, diagnosis & CPT code experience along with charge review/entry
  • Quick problem-solving abilities
  • 11 years customer service
  • EPIC training
  • Medical Terminology
  • 5+ years in medical environments
  • 5+ years knowledge on HIPAA policies and regulations
  • Time management, ownership and accountability
  • Adaptability
  • Verbal and Written Communication
  • Ease with Computers and Technology
  • Critical Thinking
  • Cash Drawer Management
  • Remote Work
  • Staff Training and management
  • Willingness to learn and improve
  • Deadline Adherence
Work History
2019 to Current Contact Support Specialist Bluegreen Resorts | Boyne Falls, MI,
  • Completed clerical duties and tasks for clinic administration.
  • Retrieve medical information and scheduling through EPIC system to assist callers in timely and efficient manner.
  • Always scoring above office averages in call volume, quality assurance evaluations and hold times.
  • Update and review insurance policies, utilizing online resources to ensure policy coverage and out of pocket costs.
  • Passed EPIC training programs and classes.
  • Passed Medical Terminology exam.
  • Checked patient data including insurance, demographic and health history to keep information current.
  • Worked with insurance companies to get prior authorizations, refills, orders and billing issues addressed in timely manner.
  • Assessed and forwarded procedure and service details to correct coding staff to best categorize for insurance purposes.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Managed multi-line phone system with high call volume between 100 and 200 calls daily.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Contributed to team to help find ways to improve accuracy and quality in services and deceasing wasteful time.
  • Participate in wellness and department activities to enhance teamwork and to stay up to date with office requirements and education.
  • Works under pressure in very stressful, urgent and occasional life threatening situations with calm and positive demeanor.
  • Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
  • Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
2016 to 2019 Practice Support Representative Sheppard Pratt Neuro-psychiatry Program | City, STATE,
  • Completed clerical duties and tasks for clinic administration.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
  • Checked and verified patient data including insurance, demographic and health history to keep information current.
  • Managed over 50 calls per day.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Enhanced office productivity by handling high volume of callers per day.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Helped patients complete necessary medical forms and documentation.
  • Supported office staff and operational requirements with administrative tasks.
  • Review charge tickets for accuracy before submission and communicated with providers on any inaccuracies in their charges.
  • Entered billing/diagnosis codes and charge tickets for hundred's of patient's weekly in computer system.
  • Trained new office staff employees.
2016 to 2016 Cleaner The Cleaning Authority | City, STATE,
  • Handled equipment, chemicals and materials properly and with caution.
  • Worked alongside other cleaners to complete jobs in corporate office buildings.
  • Used time management and efficient cleaning methods to meet deadlines.
  • Adhered to safety protocols, resulting in zero complaints, hazards or lost-time accidents.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Respected and protected client privacy and information.
2012 to 2016 Waitress/Manager Buon Gusto Pizzeria & Grill | City, STATE,
  • Was promoted to manager after 1 year of employment
  • Approved/denied schedule submissions for employees and built month-to-month schedule.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Ran deliveries and followed strict deadlines.
  • Cultivated warm relationships with regular customers.
  • Kept track of event finances, including initial deposits, due payments and final balances.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
  • Trained staff members on use of POS system.
  • Managed food resources, memorized orders and coordinated customer service.
Expected in 05/2014 to to High School Diploma | Kennard Dale High School, Fawn Grove, PA, GPA:

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Resume Overview

School Attended

  • Kennard Dale High School

Job Titles Held:

  • Contact Support Specialist
  • Practice Support Representative
  • Cleaner
  • Waitress/Manager


  • High School Diploma

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