Jasmine Rhone
Marietta
Summary
Caring and compassionate person with a strong work ethic to provide excellent customer service and patient care. Over 15 years of motivating, developing, and directing diverse groups of people. Knowledgeable principles, morals, and processes for providing customer care, and personal services. Including meeting customer/patient needs, exceeding quality standards of service, and evaluation of customer/patient satisfaction.
Experienced in customer care with a strong background in managing inbound calls and addressing customer inquiries. Demonstrated ability to resolve service and billing complaints through effective communication and problem-solving techniques. Maintained accurate records of customer interactions and transactions, ensuring all inquiries were documented and addressed promptly. Proven skills in conflict resolution and attention to detail, contributing to improved customer satisfaction and retention.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
NC Virtual Solutions LLC
Raleigh
01.2015 - 12.2023
- Direct Inbound Calls while checking onboarding procedures
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computer
- Confer with customers to determine their service requirements and travel preferences
Certified Medical Assistant
Duke Primary Care
Raleigh
10.2017 - 10.2019
- Answer and direct incoming inquiry calls, questions, and/or concerns to the appropriate facility
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Prepare and/or arrange treatment rooms for patient examinations while maintaining neat and clean environment
- Interview patients to obtain medical information and measure their vital signs, weight, and height
- Show patients to examination rooms and prepare them for the physician
- Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities; this includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures
- Display knowledge of clerical procedures through word processing, managing files, records, stenography and transcription, designing forms, or other office procedures and terminology
- Provide personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients in preparation for examinations and procedures
- Analyze and record vital statistics, health information to update and/or file patient medical records
- Assess physical conditions of patients to aid in diagnosis or treatment
- Prepare patient treatment areas for use and arrange laboratory services
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Handle insurance forms, official correspondence, through billing and bookkeeping of services
- Collect and prepare laboratory specimens and change sterile/non-sterile dressings
- Perform basic laboratory tests on designated premises and remove sutures/staples
- Dispose contaminated supplies of sterilize medical instruments
- Promote patient/family rapport of the educational content and his/her involvement in the plan of care, while documenting patient record
- Prepare and administer medications as directed by a physician
- Authorize drug refills as directed, and communicate prescriptions to designated pharmacy
- Prepare patients for x-rays, tests and procedures and take electrocardiograms
- Cash handling experience
- Strong dedication to accuracy and efficiency
Customer Service Representative
Affiliated Computer Services
Raleigh
10.2011 - 04.2014
- Conduct online marketing initiatives, such as ad placement, affiliate programs, sponsorship programs (Sprint), email promotions, and marketing campaigns
- Respond to customer requests and assist in sales, product optimization, and medical claims or analytics to resolve customer issues
- Cash handling experience
- Strong dedication to accuracy and efficiency
Education
Certified Medical Assistant -
Medical Arts School
High School Diploma -
Millbrook High School
Skills
- Technical Support
- Emergency Medical Records
- Microsoft Office Suite
- Excel
- Outlook
- Billing & Coding
- ICD -9
- ICD - 10
- ECW
- EPIC
- Microsoft applications
- Customer interaction
- Problem resolution
- Order processing
- Complaint handling
- Billing adjustments
- Record keeping
- Cash handling
- Communication skills
- Team collaboration
- Attention to detail
- Time management
- Conflict resolution
- Technical proficiency
- Client communication
- Call logging
- Claims monitoring
- First call resolution
- Inbound customer service
- Email communication
- Data entry
- Documentation and reporting
- Decision-making
- Phone etiquette
- Call handling
- Customer service
- Call center experience
- Empathy and patience
- Teamwork skills
Technology Summary
- Technical Support
- Emergency Medical Records
- Microsoft Office Suite: Excel - Outlook
- Billing & Coding (ICD -9 & ICD - 10)
- ECW
- EPIC
- Microsoft applications
Timeline
Certified Medical Assistant
Duke Primary Care
10.2017 - 10.2019
Customer Care Representative
NC Virtual Solutions LLC
01.2015 - 12.2023
Customer Service Representative
Affiliated Computer Services
10.2011 - 04.2014
Certified Medical Assistant -
Medical Arts School
High School Diploma -
Millbrook High School