Sabrina Jones
Columbia
Summary
Experienced in managing high-volume customer interactions and ensuring regulatory compliance. Exceptional communication skills and proficiency in customer service software. Strong background in healthcare/medical data analysis and insurance claims handling. Skilled in maintaining confidentiality and delivering personalized service in remote, call center, and front desk environments. Motivated team player with proven ability to remain calm and professional in high-stress situations, quickly and effectively resolving customer complaints. Possesses exceptional communication, organizational, and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
CareFirst Blue Cross Blue Shield
12.2023 - 05.2025
- Managed project timelines and budgets to ensure timely completion.
- Analyzed healthcare data to improve patient outcomes and reduce costs.
- Utilized exceptional customer service skills to effectively communicate with insurance companies, providers, and patients regarding benefit information.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Updated and maintained database with accurate customer information and timely data entry.
Tax Examining Clerk/Customer Service Representative
Internal Revenue Service
12.2019 - 12.2023
- Meticulously review taxpayer documentation for accuracy to identify discrepancies.
- Guarantee regulatory compliance through adherence to standards and policies.
- Effectively prioritize work to respond to urgent situations timely.
- Manage high-volume customer interactions, ensuring excellent service.
- Investigated complaints from taxpayers about alleged unfair treatment by the agency.
Administrative Medical Clerk
Sini hospital
12.2017 - 12.2019
- Answered incoming calls promptly, providing information or transferring calls as necessary.
- Performed data entry and document scanning.
- Managed patient scheduling and appointment confirmations to enhance office workflow efficiency.
- Processed medical records and insurance claims, ensuring accuracy and compliance with regulations.
- Coordinated communication between patients and healthcare providers to facilitate effective information exchange.
Medical Receptionist
People Share Staffing
01.2015 - 12.2017
- Maintained detailed records of all transactions within assigned accounts.
- Trained new reception staff on office protocols and software systems to maintain operational consistency.
- Implemented electronic health record (EHR) management practices to streamline patient data access.
- Oversaw front desk operations, ensuring adherence to regulatory compliance and patient confidentiality standards.
- Checked patient insurance, demographic, and health history to keep information current.
- Managed patient scheduling and appointment confirmations to enhance clinic efficiency.
Front Desk Receptionist
Urgent Care Express
06.2011 - 01.2015
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Coordinated appointments and reservations, optimizing scheduling for efficiency.
- Conducted comprehensive patient assessments to determine urgent care needs.
- Collaborated with multidisciplinary teams to ensure coordinated patient management.
- Utilized electronic health record systems for accurate documentation and data retrieval.
- Developed treatment plans based on clinical guidelines and patient conditions.
Education
High School Diploma -
Baltimore Community High School
Skills
- Remote work proficiency
- Time management
- Effective communication
- Insurance claims handling
- Policy inquiries
- Problem-solving
- Insurance regulations interpretation
- High-volume call management
- Customer satisfaction
- Confidentiality
- Customer service software proficiency
- Customer Service
- Medical Insurance
- Claims Processing
- Policy Interpretation
- High-Volume Call Handling
- Communication Skills
- Industry Standards Compliance
- Stakeholder Communication
- Personalized Service
- Healthcare Customer Service
- MS Office Suite
- CRM Systems
- HIPAA Knowledge
- Data Entry
- Call center experience
- Scheduling
- Documentation
- Critical thinking
Timeline
Customer Service Representative
CareFirst Blue Cross Blue Shield
12.2023 - 05.2025
Tax Examining Clerk/Customer Service Representative
Internal Revenue Service
12.2019 - 12.2023
Administrative Medical Clerk
Sini hospital
12.2017 - 12.2019
Medical Receptionist
People Share Staffing
01.2015 - 12.2017
Front Desk Receptionist
Urgent Care Express
06.2011 - 01.2015
High School Diploma -
Baltimore Community High School
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