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Customer Support & Escalation Specialist at Elite Resources
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Competencies
Proficient in handling voice, chat, and email support to resolve billing, account, and healthcare inquiries efficiently.
Skilled in managing escalated issues to ensure timely resolution and customer satisfaction.
Experienced in reviewing and validating patient and billing data to ensure accuracy and compliance.
Knowledge of eClinicalWorks, athenahealth, and healthcare documentation protocols.
Education
Summary
Dedicated support professional with over 4 years of experience in billing, account management, and healthcare support across high-volume environments. Skilled in resolving complex issues and ensuring customer satisfaction.
Key Achievements
- Handled up to 60 daily customer interactions, ensuring timely resolution of billing and account issues.
- Investigated billing discrepancies using CRM tools, improving accuracy and customer satisfaction.
- Delivered real-time healthcare support across multiple channels, verifying patient data for over 10 U.S. locations.
- Maintained strong customer relationships by resolving issues efficiently in high-volume environments.
Experience
Customer Support & Escalation Specialist (Billing & Account Support)
Handled 45–60 daily interactions across voice and chat, resolving billing and account issues in real time. Investigated billing discrepancies using CRM systems, ensuring accurate and timely resolution. Managed escalations, de-escalating customers and restoring trust. Maintained structured case documentation and followed workflow processes with high accuracy. Applied judgment to resolve issues independently, minimizing unnecessary escalations
Customer Support & Operations Specialist (Healthcare – Chat & Voice)
Delivered real-time support across chat, voice, and email for 10+ U.S. healthcare locations. Reviewed and verified patient information and documentation for accuracy before processing requests. Identified missing or inconsistent details and ensured corrections prior to updates. Handled escalations with speed and accuracy while maintaining a professional tone. Used eClinicalWorks and athenahealth to manage patient records, update information, schedule appointments, and document interactions. Maintained detailed case notes and followed structured workflows
Customer Support & Retention Associate
Managed 45+ daily customer interactions across voice and chat in a high-volume environment. Resolved billing and account issues while maintaining strong customer relationships. Processed account updates and requests with high accuracy and attention to detail. Delivered consistent performance under strict quality and handling time expectations