Cordelia Young

Dedicated Patient Support Specialist with extensive expertise in managing high-volume patient communications and operational processes. Delivered exceptional service by effectively handling inquiries, scheduling appointments, and resolving billing issues, resulting in a 95% customer satisfaction rate. Proficient in Salesforce and CRM systems, ensuring accurate documentation and compliance. Specializes in fostering patient relationships through empathy and conflict resolution, driving improved H2

Patient Support Specialist - Upscript LLC

(2025-08)

Managed patient support operations, handling over 100 calls daily. Conducted intake, scheduled appointments, and followed up with patients to ensure seamless communication. Delivered exceptional support, addressing cancellation requests, account updates, and billing inquiries. Maintained accurate documentation in Salesforce CRM, ensuring compliance during online applications and account processing. Demonstrated empathy and conflict resolution to enhance customer satisfaction.

• Handled high-volume phone and email inquiries efficiently.
• Streamlined appointment scheduling to improve patient flow.
• Resolved billing inquiries, improving account accuracy.
• Assisted with compliance in online application processes.

Call Center Prior Authorization Representative - Pearl Interactive

(2023-05 - 2024-08)

Handled high-volume inbound calls concerning healthcare prior authorizations, account support, and service inquiries. Navigated web-based systems, email, and CRM platforms for processing requests and maintaining documentation. Provided accurate claim and policy information through scripted responses and call logging systems. Enhanced customer relationships via efficient issue resolution and professional communication.

• Processed over 100 calls daily, ensuring timely authorizations.
• Achieved a 95% customer satisfaction rate through effective communication.
• Maintained detailed records for compliance and quality assurance.

Unemployment Specialist (Remote) - Accentura - Remote

(2021-06 - 2023-05)

Managed customer inquiries through phone, email, and chat, consistently achieving performance goals. Researched and documented customer information using complex internal systems. Ensured accuracy while handling sensitive and confidential data.

• Achieved high customer satisfaction ratings by providing timely responses.
• Streamlined documentation processes, improving data accuracy.
• Trained new team members on best practices for customer interaction.

Patient Care Assistant - Dynamedics Healthcare Services, Inc.

(2019-01 - 2021-01)

Manage inbound and outbound calls to facilitate patient communication. Document patient care, vital signs, and medical conditions accurately in logs. Assist in coding with ICD-9 and ICD-10; process payroll and enter team payroll data. Provide patient care and ambulation for multiple patients while ensuring adherence to HIPAA compliance guidelines.

• Managed telephone communications, enhancing patient engagement.
• Documented patient information, improving accuracy in records.
• Assisted with coding processes, streamlining billing operations.
• Delivered patient care to multiple individuals, ensuring quality support.

Account Change Representative (Remote, Seasonal) - Amazon - Remote

(2019-01 - 2019-12)

Reviewed account applications and resolved customer account concerns in a fast-paced environment. Delivered technical troubleshooting and support through Salesforce, Zendesk, and Citrix platforms. Ensured timely and effective solutions to enhance the customer experience.

• Resolved complex account issues, improving customer satisfaction ratings.
• Utilised Salesforce to track and manage customer interactions efficiently.
• Collaborated with teams to streamline processes and reduce resolution times.

Case Manager - Georgia DECAL CAPS

(2018-01 - 2019-01)

Reviewed eligibility applications and provided social service program support to families. Collaborated with diverse and vulnerable populations, ensuring professionalism and compassion in all interactions. Established reporting procedures and addressed customer service inquiries promptly.

• Streamlined application review processes to enhance efficiency.
• Fostered strong relationships with families to improve service delivery.
• Implemented feedback mechanisms to refine program support.

Fraud Specialist Lead (Remote, Seasonal) - Virtual Global Tech - Remote

(2016-01 - 2018-01)

Led investigations into customer account activity to identify and mitigate fraud risks. Implemented and enhanced fraud prevention procedures, ensuring compliance with best practices. Supported and guided team members, fostering a collaborative environment while maintaining high service quality standards.

• Conducted thorough analyses of suspicious account activities.
• Collaborated with cross-functional teams to improve fraud detection processes.
• Trained new team members on fraud prevention techniques.

Admissions Specialist (Call Center) - Ashworth College

(2013-01 - 2015-01)

Guided prospective students through admissions and enrollment processes. Managed inbound inquiries, ensuring timely and accurate data entry. Maintained account documentation with a focus on professionalism.

• Assisted students in understanding admission requirements and procedures.
• Processed applications and documentation efficiently to facilitate enrollment.
• Provided exceptional customer service, addressing queries and concerns promptly.

Bachelor of Arts - Mass Communications

High School Diploma