DIAMOND PORTER
Lafayette
Summary
Dynamic Healthcare Representative with Alorica, skilled in call center operations and customer relations. Proven ability to resolve complex billing issues and enhance patient satisfaction. Technologically savvy with proficiency in Microsoft software and adept at multi-tasking, consistently delivering quality service in fast-paced environments. Committed to improving processes and fostering positive relationships.
Overview
8
8
years of professional experience
Work History
Healthcare Representative
Alorica
100% Remote
11.2021 - Current
- Answer 25+ average daily phone calls to schedule appointments and address patient inquiries.
- Verify patient demographics and insurance information in electronic system.
- Maintain customer accounts and information in electronic reporting system.
- Communicate with insurance offices to verify service eligibility for authorization requests.
- Consult with patient to resolve service and billing issues.
- Perform pre-registration and registration process for patients in healthcare setting.
- Facilitate communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
- Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
- Handle new enrollments by entering customers' data and reviewing information.
- Provide beneficiaries with information about plan benefits and eligibility determinations.
Technical Support Representative
Continuum (Verizon Project)
(100% Remote)
12.2019 - 11.2021
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Sales Associate
Besy Buy
Lafayette
04.2017 - 12.2019
- Maintained sales floor by restocking shelves, updating pricing information and managing inventory.
- Escalated customers' complaints or inquiries to management for immediate investigation and resolution.
- Followed company safety regulations to maintain safe work environment.
- Explained return and exchange policy to enforce, and accepted merchandise for refunds or replacement with different items.
- Monitored inventory stock levels for shopping bags and other supplies to prepare and maintain check-out area.
- Operated cash register by adhering to POS system processes and procedures when ringing sales and tendering correct change and receipts.
- Reported suspicious behavior, incidents and theft to support loss prevention.
- Engaged customers with friendly smile and knowledgeable support to promote sales and build loyalty.
- Trained new team members in cash register operation, stock procedures and customer services.
Education
High School Diploma -
O. Comeaux High School
Lafayette, LA05.2012
Skills
- Call Center Operations
- Credit Card Payment Processing
- Proficiency in Microsoft Software
- Customer Relations
- Time-Management
- HIPAA/Medicare/Medicaid
- Helpful and Service-Oriented
- Benefits Explanation
- Spreadsheet Tracking
- Typing of 40 WPM
- Technologically Savvy
- Resolving Issues
- Quality Assurance Controls
- Inbound/Outbound Calling
- Zendesk
- Quickbooks
- Multi-Tasking
- Database Search and Data Entry Skills
Education
other
Timeline
Healthcare Representative
Alorica
11.2021 - Current
Technical Support Representative
Continuum (Verizon Project)
12.2019 - 11.2021
Sales Associate
Besy Buy
04.2017 - 12.2019
High School Diploma -
O. Comeaux High School