Roberta West

Customer-focused healthcare and administrative professional with more than 12 years of experience supporting patients, managing sensitive medical information, coordinating office operations, and delivering exceptional service. Skilled in medical records management, HIPAA compliance, patient relations, scheduling, insurance coordination, and problem resolution. Known for building strong relationships, maintaining accuracy in high-volume environments, and creating positive experiences for patients and customers alike.

Medical Records Specialist at ENCOMPASS HEALTH & REHABILITATION (2025-09 – 2026-06)

• Manage confidential patient records while ensuring strict HIPAA compliance.
• Assist patients, families, and authorized representatives with medical record requests and documentation.
• Maintain accuracy and security of sensitive healthcare information.
• Support regulatory compliance and records management processes in a fast-paced rehabilitation environment.

Office Manager / Patient Care Coordinator at MIRACLE EAR (2025-07 – 2025-09)

• Coordinated daily office operations, scheduling, and patient communications.
• Managed inventory and administrative processes to support efficient clinic operations.
• Maintained patient records and ensured compliance with healthcare regulations.
• Delivered exceptional customer service while supporting hearing healthcare professionals.

Customer Service Representative at ZITO MEDIA (2023-11 – 2025-07)

• Resolved customer billing and service issues while maintaining high customer satisfaction.
• Processed payments and managed account changes, upgrades, and service requests.
• Evaluated customer accounts to identify solutions and improve service outcomes.
• Built positive customer relationships through professional communication and problem-solving.

Audiology Assistant at BENEFICIAL HEARING AID CENTER (2017-07 – 2023-11)

• Maintained Audiology Assistant License (AI332).
• Conducted hearing screenings and gathered patient history information.
• Coordinated appointments, insurance verification, and patient follow-up.
• Assisted patients with hearing aid fittings, maintenance, troubleshooting, and repairs.
• Explained treatment options, financing, and purchase agreements to patients.
• Managed cash handling, reporting, and office financial procedures.
• Built long-term patient relationships through compassionate and attentive care.

Sales Consultant at SULLIVAN BUICK GMC (2013-02 – 2017-07)

• Delivered consultative sales experiences focused on customer needs and satisfaction.
• Maintained expertise through ongoing product and sales training.
• Managed sales documentation and transaction processing with accuracy.
• Consistently demonstrated strong relationship-building and communication skills.

Liberal Arts – NORTHWESTERN MICHIGAN COLLEGE

Graduate – LANDER VALLEY HIGH SCHOOL