Tia Gooch
Richmond
Summary
Dynamic professional with a proven track record at Providence Healthcare, excelling in customer service and HIPAA compliance. Expert in resolving complex technical and healthcare-related inquiries, enhancing patient satisfaction and user experience. Skilled in critical thinking and computer proficiency, consistently achieving high-resolution rates.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Providence Healthcare
08.2021 - 10.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Updating member accounts.
Collections Agent
Relintex
07.2018 - 08.2021
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Technical Support Representative
Foundever
12.2015 - 06.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
GED -
South Morrison
Newport News, VA01-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Medical terminology
- Benefits explanation
- Verbal and written communication
- Medicare expertise
- Claims processing
Timeline
Customer Service Representative
Providence Healthcare
08.2021 - 10.2023
Collections Agent
Relintex
07.2018 - 08.2021
Technical Support Representative
Foundever
12.2015 - 06.2018
GED -
South Morrison
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