Open to opportunities

Heather B

@heatherb1

Customer Experience Agent with 7+ years in healthcare and call centers, delivering empathetic, high-volume remote support.

United States

Message

What I'm looking for

I’m looking for a role where I can deliver empathetic, high-volume customer support—especially remote—while using strong CRM/EHR workflows to resolve complex inquiries quickly, maintain data integrity, and continuously improve the patient/member experience.

I’m a Customer Experience professional with 7+ years of experience across healthcare, tax, and administrative environments. I specialize in Call Center Operations and Member Engagement, with a dedicated focus on enhancing the Patient Experience through empathy and reliable resolution. In remote settings, I’ve handled 50+ daily incoming calls and digital communications while exceeding department response time benchmarks by 15%.

Across roles, I’ve maintained 100% data integrity by researching and documenting complex customer interactions in CRM and EHR workflows. I’m highly proficient in Healthcare, Medical Terminology, HIPAA compliance, and Electronic Health Records (EHR), and I’ve supported clinical and administrative processes through accurate medical record handling, scheduling, and documentation review. I bring strong typing (60+ WPM), conflict management, and task prioritization to ensure timely follow-up and resolution of all support tickets.

Experience

Work history, roles, and key accomplishments

Customer Experience Agent

AnywhereWorks

Jul 2025 - Dec 2025 (5 months)

Handled 50+ daily incoming calls and digital communications, exceeding department response time benchmarks by 15% through efficient member engagement. Researched and documented complex interactions in CRM systems with 100% data integrity while resolving challenging patient/member inquiries with empathy.

Call Center Operations Customer Service Member Engagement CRM Software Data Entry Conflict Management

Receptionist

H&R Block

Dec 2024 - Apr 2025 (4 months)

Provided accurate information to clients and members via multi-line phone and email, supporting tax services and account inquiries. Researched and scheduled complex appointments and documented confidential records following strict HIPAA-adjacent security and data entry standards.

Multi Line Phone Systems Email Support Customer Service Appointment Scheduling Records Management Confidentiality HIPAA Adjacent Security

Medical Scribe

Scribe America LLC

Dec 2023 - Feb 2024 (2 months)

Documented detailed patient encounters in EHR systems, maintaining 100% compliance with HIPAA and healthcare standards. Applied medical terminology to classify diagnoses and procedures, processed comprehensive medical records with high data entry accuracy, and supported clinical workflow by coordinating with providers.

Electronic Health Records (EHR)HIPAA compliance Medical Terminology Medical Records Management

Dormitory Supervisor

Illinois Mathematics and Science Academy

Jan 2022 - Jun 2022 (5 months)

Maintained accurate records in the Student Information System to support institutional compliance. Conducted security checks, monitored safety systems, and responded to incidents promptly while communicating emergency procedures to students and staff.

Student Information System Records Management Incident Response Monitoring Documentation Review Residential Community Oversight

Election Judge

City of Batavia

Nov 2018 - Jan 2022 (3 years 2 months)

Verified voter eligibility and checked in members using precinct data and secure digital registration systems. Documented and monitored ballot usage with 100% accuracy, directed voters to correct polling locations, and maintained voter privacy during high-volume election cycles.

Precinct Check In Election Procedures Registration Data Research Voter Privacy Public Instructions Public Instruction