Cicely Thompson
Henrico
Summary
Experienced and successful Flexible Customer Service Representative with 14 years of expertise in resolving customer concerns and inquiries. Proficient in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients, ensuring their satisfaction and fostering loyalty.
Overview
18
18
years of professional experience
Work History
Call Center Representative
Temple Health
08.2016 - 09.2024
- Handles patient scheduling for outpatient and other ancillary departments visits
- Performs insurance verification, determines eligibility for services
- Effectively communicates with patients, and other professionals and return phone calls promptly
- Confirms future appointments as well as any changes to existing appointments with patients via phone
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Direct patient calls regarding medical Questions to the appropriate resource
Call Center Representative
Patriot Home Health Care
03.2009 - 07.2015
- Receive and document customer concerns while ensuring all information is correct in a timely manner
- Review and educate members on our services and their insurance coverage
- Answer 50+ inbound phone calls and schedule appointments accordingly
- Excellent communication skills, both verbal and written
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Assisted in scheduling, rescheduling, and canceling appointments for patients
Customer Service Representative
Converys Medical
08.2006 - 12.2008
- Greeted and directed visitors / customers to their destination and provided general information
- Answered multi-line telephone, inbound calls, and take accurate messages
- Ensured that customers were satisfied with company and services by doing purchase follow-up calls
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
Medical Assistant - Medical Technology
Prism Career Institute
Philadelphia, PA03-2022
Diploma -
Orange High School
Orange, NJ06.1999
Skills
- Account updating
- Follow-up skills
- Scheduling expertise
- Meeting deadlines
- Insurance Eligibility Verification
- Scheduling Confirmation
- Professional Phone Communication
- Medical Terminology
- Problem-solving skills
Timeline
Call Center Representative
Temple Health
08.2016 - 09.2024
Call Center Representative
Patriot Home Health Care
03.2009 - 07.2015
Customer Service Representative
Converys Medical
08.2006 - 12.2008
Diploma -
Orange High School
Medical Assistant - Medical Technology
Prism Career Institute
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