JACQUETTA SHEPHERD
Hazard
Summary
Customer-focused professional skilled in delivering high-quality support and building strong client relationships. Expertise in effective communication, problem-solving, and multitasking in fast-paced settings. With certifications as a Medical Assistant and a foundation in Criminal Justice, offers valuable insights into healthcare and legal frameworks. Dedicated to enhancing service delivery and contributing to team success.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Representative
Concentrix
05.2023 - 02.2025
- Responded to customer inquiries via phone, email and chat.
- Resolved patient complaints and concerns with empathy and professionalism.
- Informed patients about healthcare programs and services to enhance their understanding and access to care.
- Provided support to patients navigating electronic health records system.
- Scheduled appointments for patients using the electronic health records system.
- Coordinated appointment scheduling and confirmed visits for healthcare services to ensure optimal patient flow.
- Collaborated with medical staff to ensure accurate patient information management.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Handled paperwork for medical claims processing, including authorizations, referrals, and pre-certifications, to facilitate timely patient services.
- Adhered to HIPAA regulations when handling confidential patient information.
Medical Office Assistant
ARH Hazard clinic
Hazard
12.2021 - 06.2022
- Coordinated patient scheduling and confirmed appointments to optimize clinic workflow.
- Maintained accurate electronic health records using clinic software systems.
- Ensured accuracy of electronic health records through diligent management using clinic software systems.
- Managed patient scheduling and appointment confirmations efficiently.
- Facilitated patient appointments, addressed inquiries, and streamlined communication through incoming call management.
- Performed basic clerical duties such as filing documents, entering data into the computer system, photocopying forms and documents.
- Followed HIPAA guidelines to ensure confidentiality of patient information.
Education
Associate of Science - Criminal Justice
American InterContinental University
08.2021 - 08.2022
Associate of Science - Certified Medical Assistant
Hazard Community and Technical College
Hazard, KY 08.2018 - 05.2020
Skills
- Customer service
- Call center experience
- Complaint handling
- Conflict resolution
- Active listening
- Follow-up skills
- Telephone etiquette
- Data entry
- Administrative support
- Clerical support
- Scheduling
- Critical thinking
- Work from home
References
- Wayne, Noble, Co worker, 6064391316, Arh hazard clinic
- Jacqueline, Messer, Co worker, 6064391316, Hazard ARH Clinic
- Shane, Noble, Co worker, 6064391316, ARH Hazard Clinic
Timeline
Customer Service Representative
Concentrix
05.2023 - 02.2025
Medical Office Assistant
ARH Hazard clinic
12.2021 - 06.2022
Associate of Science - Criminal Justice
American InterContinental University
08.2021 - 08.2022
Associate of Science - Certified Medical Assistant
Hazard Community and Technical College
08.2018 - 05.2020