Ronisha Hayes
Phoenix
Summary
Detail oriented customer service representative with expertise in EMR systems, appointment scheduling, and HIPAA compliance. Committed to enhancing patient experiences through effective communication and conflict resolution.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Rapid Response Monitoring
Remote
01.2023 - 12.2025
- Manage high-volume inbound and outbound calls to schedule, reschedule, and cancel patient appointments, with a focus on accuracy and patient comfort.
- Remote Excellence: Maintain a dedicated, distraction-free home office environment, consistently meeting 40-hour weekly schedule adherence targets set by Workforce Management.
- Utilize EMR systems to enter patient data and appointment details, ensuring 100% accuracy in medical record documentation.
- Resolve complex scheduling conflicts and patient inquiries promptly, maintaining a friendly and nurturing demeanor suited for older adult populations.
- Collaborate with clinical staff across multiple departments to ensure seamless patient care, and operational efficiency.
Customer Service Representative
Horizon Oxygen & Medical Equipment
Remote
03.2022 - 01.2023
- Provided exceptional customer service in a fast-paced environment, handling a high amount of calls per day, while maintaining high quality-score ratings.
- Conducted proactive follow-up calls to provide appointment reminders, and ensure patient preparedness for visits.
- Demonstrated a high level of integrity and confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
- Utilized Microsoft Excel and Google Suite to track daily interactions and special projects assigned by leadership.
Education
Associate of Arts - Communications
Chaffey College
Rancho Cucamonga, CA06-2023
Skills
- EMR systems
- appointment scheduling
- cancellation management
- data entry accuracy
- HIPAA compliance
- customer relationship management
- Patient experience
- Remote proficiency
- Customer RMA management
- call handling efficiency
Timeline
Customer Service Representative
Rapid Response Monitoring
01.2023 - 12.2025
Customer Service Representative
Horizon Oxygen & Medical Equipment
03.2022 - 01.2023
Associate of Arts - Communications
Chaffey College