Makayla Brumfield
Biloxi
Summary
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Offering strong communication and interpersonal skills, with genuine interest in learning and developing in healthcare environment. Brings foundational understanding of patient care principles and ability to quickly learn healthcare information systems. Ready to use and develop communication and problem-solving skills in Healthcare Customer Service Representative role.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
General Dynamics Information Technology
09.2021 - Current
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
Customer Service Representative
Alorica
01.2020 - 01.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests for products, services, and company information.
Lead Sales Associate
Burkes Outlet (Bealls Inc)
10.2017 - 01.2020
- Greet and give assistance to customer, and ensure effective customer service leadership
- Perform itemization and totaling of customer purchases using the cash register and scanner
- Established a culture of continuous learning by encouraging feedback from peers on ways to improve personal selling skills or overall team dynamics.
- Perform stocking, restocking, and rotation of merchandise on shelves, as well as create merchandise displays
- Assist in setting up sidewalk displays
- Help in implementing and maintaining of planograms
- Follow the store manager's directive in opening and closing store
- Carry out the assistant store manager or store manager's duties in their absence
- Mentored junior sales associates, resulting in their rapid progression within the company.
- Created a collaborative work environment that encouraged open communication, resulting in a more cohesive and effective sales team.
Education
Bachelor of Science - Health Services Administration
Upper Iowa University
Fayette, IA12-2025
Associate of Science - Health Information Management
Blue Cliff College
Alexandria, LA10-2021
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Claims processing
- Data entry proficiency
- Policy adherence
- Medical billing
- Insurance claims follow-up
- Customer service
Timeline
Healthcare Customer Service Representative
General Dynamics Information Technology
09.2021 - Current
Customer Service Representative
Alorica
01.2020 - 01.2022
Lead Sales Associate
Burkes Outlet (Bealls Inc)
10.2017 - 01.2020
Bachelor of Science - Health Services Administration
Upper Iowa University
Associate of Science - Health Information Management
Blue Cliff College
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