Quiana Asbury

Dedicated medical customer service professional with 10+ years of experience in healthcare settings. Known for handling patient inquiries with compassion, optimizing scheduling processes, and collaborating with clinical teams to ensure compliant, high-quality service. Consistently recognized for reducing wait times and improving overall patient satisfaction.

Medical Customer Service Representative at XYZ Health Clinic

• Processed 60+ daily patient inquiries related to appointments, insurance coverage, and billing, maintaining a 95% satisfaction score.
• Collaborated with nursing staff to streamline patient triage procedures, cutting average wait times by 20%.
• Ensured strict HIPAA compliance when updating patient records in Epic, achieving zero data privacy infractions.
• Offered cross-departmental support, coordinating with billing teams to resolve complex payment disputes.

Patient Services Coordinator at ABC Medical Center

• Managed appointment scheduling for three medical offices, resulting in a 15% decrease in scheduling conflicts.
• Communicated pre-visit instructions, insurance verification steps, and follow-up care, increasing patient adherence to recommended services.
• Created a new patient feedback loop, which raised overall patient satisfaction ratings from 4.2 to 4.6 (on a 5.0 scale).
• Identified and escalated high-priority cases (e.g., urgent referrals) to clinical staff, ensuring timely patient care.

Associate Degree in Medical Administrative Assistant – Tampa, Florida College (2025)