Orianna Cato
Ruston
Summary
Customer Solutions Specialist with extensive experience delivering efficient, accurate, and empathetic support across phone, chat, and email channels. Skilled in analyzing complex customer situations, de-escalating escalated cases, and partnering cross-functionally to provide effective solutions that enhance customer loyalty. Adept at managing multiple priorities, adapting quickly in dynamic environments, and fostering positive customer and team relationships. Proficient in Office 365 and CRM tools with strong written and verbal communication skills.
Experienced with managing patient access procedures and ensuring patient satisfaction. Utilizes efficient registration processes and problem-solving skills to improve service delivery. Knowledge of patient record management and teamwork, ensuring smooth operations in healthcare settings.
Overview
4
4
years of professional experience
Work History
Patient Access Associate
Primary Health Services Center
Grambling, LA
02.2025 - Current
- Managed patient registration and insurance verification processes to ensure seamless access to healthcare services.
- Educated patients on financial obligations and payment options, enhancing understanding of billing procedures.
- Coordinated appointment scheduling across multiple departments, optimizing patient flow and resource allocation.
- Utilized electronic health records (EHR) systems to maintain accurate patient information and improve data retrieval efficiency.
Call Center Specialist
Walgreens
Remote
03.2024 - 02.2025
- Served as primary contact for patients, pharmacies, and providers; assisted with card activation, benefit eligibility, and troubleshooting claim rejections.
- Processed 60+ customer requests daily, balancing efficiency with regulatory compliance (HIPAA).
- Accurately documented and escalated unresolved issues, ensuring timely follow-up and resolution.
- Trained and mentored 5 new hires, improving team ramp-up speed by 25%.
Customer Solutions Representative
The Tobin Law Firm LLC
Remote
04.2023 - 03.2024
- Handle 50+ inbound and outbound interactions daily via phone, chat, and email, achieving a 92% first-contact resolution rate.
- Investigate and resolve escalated customer concerns with tact, reducing complaint escalations by 30%.
- Partner across sales, operations, and product teams to ensure customers receive accurate, updated order and account information.
- Adapt quickly to shifting departmental needs, regularly switching tasks while meeting 95% of deadlines.
- Maintained an average quality assurance score of 90%+ over 12 consecutive months.
Administrative Assistant / Data Entry Clerk
Green Clinic
Ruston, LA
01.2022 - 04.2023
- Entered and verified 100+ records daily with 99% accuracy.
- Managed scheduling, correspondence, and departmental support tasks to streamline operations.
- Assisted customers in person and via phone, demonstrating strong multitasking and organizational skills.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Associate of Science - General Studies
Louisiana Delta Community College
Monroe, LA08-2024
Bachelor of Science - Health Promotion
Grambling State University
Grambling, LA08-2021
Skills
- Customer Support & Escalation Resolution
- Multitasking in High-Volume Environments
- Written & Verbal Communication
- De-escalation & Conflict Resolution
- Office 365 (Outlook, Word, Excel, PowerPoint)
- Claims processing
- Patient confidentiality
- HIPAA compliance
- Strong empathy
References
Available Upon Request
Timeline
Patient Access Associate
Primary Health Services Center
02.2025 - Current
Call Center Specialist
Walgreens
03.2024 - 02.2025
Customer Solutions Representative
The Tobin Law Firm LLC
04.2023 - 03.2024
Administrative Assistant / Data Entry Clerk
Green Clinic
01.2022 - 04.2023
Bachelor of Science - Health Promotion
Grambling State University
Associate of Science - General Studies
Louisiana Delta Community College