Open to opportunities

Rashad Ferguson

@rashadferguson

Customer support specialist with 7+ years delivering HIPAA-compliant, high-volume healthcare support and process improvements.

United States

Message

What I'm looking for

I seek a patient-focused, compliant healthcare support or technical support role where I can improve workflows, mentor teams, and enhance patient access.

I am a dedicated customer support specialist with over seven years of experience delivering empathetic, HIPAA-compliant support in healthcare and customer service environments. I consistently handle 100+ daily calls while maintaining 98%+ documentation accuracy and CSAT, and I have advanced from Tier 1 to Tier 3 resolving complex billing, insurance verification, and account issues.

I partner with providers and compliance teams to optimize workflows—reducing claim denials by 30% and accelerating reimbursements by 20%—and I lead onboarding and training efforts that cut ramp time by 25%. I combine technical proficiency in CRM/EMR platforms, Salesforce, Zendesk, Microsoft Office, and automation with a strong commitment to patient access, data protection, and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

FCR

Oct 2016 - Present (9 years)

Handle 100+ patient and customer inquiries daily across phone, email, and chat with 98%+ documentation accuracy while ensuring HIPAA compliance; reduced claim denials by 30% and accelerated reimbursements by 20%.

HIPAA Salesforce Zendesk

IT Technician

Corpus Tech

May 2013 - Oct 2019 (6 years 5 months)

Provided Tier 1 IT support and managed secure data migrations, automated Google Sheets workflows saving 10+ staff hours weekly and reducing manual errors. Documented procedures to improve knowledge transfer and minimize repeat issues.

Tier 1 Support Data Migration Troubleshooting Documentation Workflow Optimization IT Procedures