Nicole Porter
Lawrenceville
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Northside Hospital
Duluth
01.2021 - Current
- Assisted with preparing daily cash reports for accounting department.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Answered phones promptly in a professional manner.
- Facilitated communication between patients, staff members, and third party payers.
- Resolved discrepancies between hospital systems and third party payers.
- Provided assistance to internal departments when needed.
- Greeted patients and visitors in a courteous and professional manner.
- Managed incoming faxes related to patient registration processes.
- Scanned documents into electronic medical records system.
- Verified insurance coverage for services provided by the facility.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Followed up on unpaid claims in a timely manner.
- Collected co-pays and other payments from patients at time of service.
- Created new patient accounts in EMR system as needed.
- Actively participated in team meetings and training sessions.
- Assisted with scheduling outpatient appointments.
- Ensured accuracy of all data entered into computer system.
- Collaborated with other departments to ensure quality customer service was delivered.
- Responded to patient inquiries regarding billing or financial matters.
Customer Service Representative
shyftoff
Tampa
04.2012 - 04.2025
- I answered phones, collected payments, made payment arrangements, set up services.
- Provided accurate information about products and services to customers.
- Implemented innovative methods for streamlining the customer service process.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Took special orders in person and over telephone, generating additional revenue every month.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Promoted available products and services to customers during service, account management and order calls.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Oversaw warranty counseling process to manage expense controls.
- Provided top quality control and eliminated downtime to maximize revenue.
CNA
Visiting Angels
Tarpon Springs
08.2012 - 07.2014
- Gave assistance with ambulation using proper body mechanics techniques when necessary.
- Arranged recreational activities that promote socialization between clients in order for them to remain active within their community.
- Answered questions from family members about the care being provided to the client.
- Provided respite services for family members who need time away from caring for their loved ones.
- Prepared meals according to dietary requirements and preferences of the client.
- Changed bed linens regularly ensuring a clean environment for the client at all times.
- Accompanied clients on errands outside the home such as shopping trips and doctor visits.
- Responded promptly to emergency calls from clients for assistance or advice regarding health or safety issues.
- Helped keep track of medical supplies used by the client throughout the day.
- Assisted elderly clients with activities of daily living, such as bathing, dressing and grooming.
- Participated in team meetings with other healthcare professionals regarding patient care plans.
- Responded quickly to emergency situations using appropriate safety protocols.
- Observed changes in client's physical or mental condition and reported any changes immediately to supervisor or case manager.
- Encouraged patients to maintain independence while helping them complete tasks they are unable to do alone.
- Organized client's personal items for easy access during daily activities.
- Instructed family members on how best to provide care for their loved one when needed.
- Performed light housekeeping duties such as laundry, vacuuming and dusting.
- Checked vital signs on a regular basis such as blood pressure, temperature and pulse rate.
- Transported clients to medical appointments or other destinations as needed.
- Provided emotional support and encouragement to clients who were ill or had disabilities.
- Documented care provided and submitted notes to supervisor.
cinnamon cove
New Port Richey
08.2012 - 05.2014
- Responsibilities I take care of residents pass medications cook clean
- Med tech licesen and several other certifications
- Skills Used Resident care medication adminstration cooking
Customer Service Representative Team Lead
Walmart
Newark
12.2006 - 04.2014
- Identified opportunities for process improvements within the department.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Served as primary point of contact for all internal and external inquiries regarding the department's services.
- Performed quality assurance audits of calls handled by representatives.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Analyzed customer feedback data to identify trends and develop strategies for improvement.
- Facilitated team building activities to promote collaboration among staff members.
- Maintained accurate records of employee attendance, vacation days and sick leave requests.
- Acted as liaison between management, customers and other stakeholders when needed.
- Maintained up-to-date knowledge about products and services offered by the company.
- Assisted with the hiring process of new Customer Service Representatives.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Coordinated closely with other departments to ensure customer inquiries were resolved quickly and efficiently.
- Created, implemented and maintained departmental policies and procedures.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Resolved escalated customer complaints in a timely manner.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Implemented coaching techniques to help employees reach their full potential.
Education
CNA Certification -
COTC
Newark, OH06-2005
Skills
- Insurance verification
- Data entry accuracy
- HIPAA compliance
- Customer service
- Team collaboration
- Problem solving
- Time management
- Health insurance knowledge
- Multitasking and organization
- Verbal and written communication
- Data entry
- Conflict resolution
- Customer relationship management
- Financial counseling
- Payment processing
- Electronic medical records
- Live chat support
- Customer relationship management (CRM)
- Data collection
- Refunds processing
- Recordkeeping strengths
Certification
- CNA
- Driver's License
Timeline
Patient Access Representative
Northside Hospital
01.2021 - Current
CNA
Visiting Angels
08.2012 - 07.2014
cinnamon cove
08.2012 - 05.2014
Customer Service Representative
shyftoff
04.2012 - 04.2025
Customer Service Representative Team Lead
Walmart
12.2006 - 04.2014
CNA Certification -
COTC