Bionca Culpepper
Morrow,GA
Summary
Detail-oriented and customer-focused professional transitioning into mid-level data entry and healthcare data roles, with a strong track record of accuracy and efficient system navigation. Expertise in documenting interactions, resolving discrepancies, and maintaining organized records, essential for supporting EMR workflows, ensuring patient data accuracy, and upholding healthcare compliance. Committed to leveraging meticulous judgment, process-driven thinking, and reliability in environments that demand precise data entry, chart integrity, and seamless operational performance. Eager to contribute to teams prioritizing excellence in data management and patient care.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Patient Access Liaison
Emory Healthcare
10.2024 - Current
- Coordinated scheduling of over 200 patient appointments monthly, elevating patient throughput by 15%
- Collaborated with patients on prescription refill requests, managing telephone consultations and ensuring prompt processing by physician.
- Performed administrative duties such as maintaining patient files, and handling billing and insurance documentation to support the operational efficiency of the healthcare facility
- Documented and precisely recorded patient demographic and insurance details within electronic health records (EHR).
- Upheld stringent confidentiality standards for patient information adhering to HIPAA guidelines and organizational policies.
- Streamlined data entry processes ensuring correct input of customer interactions into CRM system, bolstering data integrity by 15%
- Adept in Epic scheduling software, coordinating schedules for various providers in gastroenterology and hepatology ambulatory clinic.
- Processed incoming calls via Epic to efficiently triage appointment requests and arrange timely specialist visits.
- Verified patient demographics and updated EHR records to prevent registration errors before appointments
- Reconciled daily patient registration discrepancies in Epic, correcting demographic errors before chart locking
- Processed pre-visit clinical questionnaires and forwarded abnormal responses to nursing staff for prompt assessment
- Coordinated insurance eligibility verifications utilizing payer portals, clarifying coverage information for patients before appointment day.
- Established standardized phone intake checklist optimizing symptom triage process, facilitating quicker routing of urgent issues to nursing staff for efficient assessment
- Authenticated referral documentation in accordance with specialty requirements, preventing delays caused by incomplete charts before appointments.
- Scheduled multi-provider appointments in Epic, aligning clinic calendars to accommodate coordinated care visits
- Audited daily Epic schedules to identify registration gaps and corrected entries before patient arrival.
Customer Support Specialist
Home Depot Online Contact Center
06.2022 - 06.2026
- Analyzed customer needs to tailor solutions effectively. Clarified and communicated information for improved issue resolution. Conducted comprehensive research on issues, delivering viable solutions or alternatives.
- Managed customer inquiries and issues through phone and chat, securing 95% satisfaction rate reflected in customer feedback surveys
- Managed 40-60+ inbound customer inquiries daily across phone, email, and chat channels while maintaining a professional and empathetic demeanor
- Resolved customer queries and issues effectively, achieving a 90% customer satisfaction score
- Scheduled and coordinated installation appointments, reducing schedule conflicts by 15%
- Employed CRM software to strategically oversee customer relationships and monitor customer accounts.
- Optimized delivery and installation schedules guaranteeing prompt service and improving customer satisfaction.
- Documented troubleshooting steps and resolution notes in CRM so technicians received clear handoffs
- Coordinated with warehouse and logistics teams to reroute delayed orders and confirm new delivery dates
- Streamlined processing of refunds and warranty claims per company policy, decreasing accumulation of pending requests
- Orchestrated communication with logistics and carriers to rearrange deliveries and validate modified arrival windows.
- Streamlined communication with installers and dispatch employing scheduling software to decrease missed appointments and delays.
- Cataloged systematic troubleshooting notes in CRM, providing field technicians with precise and actionable handoffs
- Coordinated with product specialists to verify SKU availability and offered alternate part options to customers.
Control Board Operator
CEVA Logistics
05.2013 - 04.2022
- Monitored KPIs including pick rates, trailer completion, workflow delays, and exception trends to support operational decision-making
- Enter status changes, location updates, and workflow completions into CEVA's warehouse management system
- Relay operational changes, delays, and priority tasks to floor leadership
- Assigned and prioritized work for forklift drivers, pickers, packers, and material handlers based on operational needs and productivity targets
- Coordinated with supervisors, team leads, and floor associates to relay priority changes, workflow issues, and operational updates
- Verified counts, corrected location errors, and supported inventory audits to maintain accurate system records and reduce quality defects
- Prepared detailed shift reports documenting exceptions, error trends, workflow outcomes, and data-quality observations for leadership review
- Provided timely support through email to drivers, vendors, and internal teams by answering workflow questions, clarifying task assignments, resolving system issues, and communicating freight status updates.
Sales Office Coordinator
Room's To Go (Outlet)
01.2010 - 05.2013
- Gained mastery of processes and paperwork to complete order sales transactions efficiently and accurately
- Articulated delivery paperwork details to customers, improving comprehension and decreasing follow-up inquiries by 15%
- Oversaw customer database confirming meticulous tracking of all interactions and transactions.
- Worked alongside finance department to accelerate payment handling and finance agreements, leading to 10% improvement in transaction efficiency
- Championed store loyalty program for customers, driving 25% increase in loyalty sign-ups during 6-month span
- Managed customer order transactions via POS and back-office systems, maintaining accuracy in sales completions and delivery arrangements
- Handled cash reconciliations and nightly deposits, balancing register discrepancies before store close
- Mentored customers on payment choices and contract details, boosting completed sales at point-of-purchase.
Education
High School Diploma - General Studies
Mundys Mill High School
Jonesboro, GASome College Courses Completed - Healthcare Information Technology
Atlanta Technical College
Atlanta, GA05-2007
Skills
- Logical evaluation
- Resourcefulness
- Commitment to professional standards
- Data organization
- Strong personal accountability
- Focused auditory skills
- Analytical decision making
- Strong focus on accuracy
- Dependability
- Proficient in managing multiple tasks
- Learning Agility
- EMR
- Customer service
- HIPAA compliance
- Customer follow-up
- Patient education
Certification
- Dec 2025 – Dec 2027
- BLS CPR Certification, American Heart Association
Languages
English (Highly proficient)
Interests
Listening to podcasts, Doing puzzles, Watching documentaries, Collecting data, Reading, Traveling, Meditation
Timeline
Patient Access Liaison
Emory Healthcare
10.2024 - Current
Customer Support Specialist
Home Depot Online Contact Center
06.2022 - 06.2026
Control Board Operator
CEVA Logistics
05.2013 - 04.2022
Sales Office Coordinator
Room's To Go (Outlet)
01.2010 - 05.2013
High School Diploma - General Studies
Mundys Mill High School
Some College Courses Completed - Healthcare Information Technology
Atlanta Technical College