Healthcare Customer Support Professional

Assist approximately 10 to 35 patients per day with Medicaid, SSI, and disability benefit applications, required paperwork, and supporting documentation. Complete application data entry, submit documents through Epic and state benefits websites, and maintain accurate case records.

Track pending cases, follow up on missing information, escalate issues, and provide support for denied-case appeals. Coordinate case updates with hospital staff and state contacts through Outlook while protecting confidential patient information through transition to assigned caseworkers.

Provided front-desk and telephone support in a subspecialty healthcare setting. Managed patient check-in, appointment scheduling, insurance verification, patient payments, and record updates.

Used Epic to schedule visits and exchange messages with patients, physicians, and medical administrative staff. Handled up to approximately 200 phone or chat contacts on peak days, resolved scheduling and service concerns, documented interactions, and routed requests to appropriate teams.

Supported clinical teams and patients in daily care operations, communicating with staff and patients to address service needs. Provided compassionate patient assistance in a healthcare environment.

Maintained patient records and documentation while following established procedures for information handling, equipment, and patient privacy.

Scheduled MRI, CT, and X-ray appointments in a remote patient support environment. Managed inbound scheduling calls, appointment changes, cancellations, conflicts, and coordination of patient needs.

Collected and updated patient information accurately while protecting health information according to privacy procedures. Supported patients throughout the scheduling process with clear and responsive service.

Supervised approximately 15 employees, communicated service expectations, and supported daily scheduling and operational priorities. Trained groups of approximately 10 to 25 staff members and mentored employees on customer service procedures and performance expectations.

Reviewed calls and employee performance to provide coaching toward service metrics. Addressed customer and operational escalations, supported timely issue resolution, used Avaya for call handling, and documented employee write-ups when needed.

Earned an Associate Degree in Healthcare Management. Additional bachelor's degree coursework is in progress.