Open to opportunities

Williams Aguebor

@williamsaguebor

Message

Experienced healthcare customer service specialist skilled in EMR support and process improvement.

United States

Message

What I'm looking for

I seek a remote or hybrid healthcare customer support role where I can apply EMR expertise, improve workflows, mentor teammates, and uphold HIPAA-compliant, patient-centered service.

I am a customer service professional with over six years of healthcare support experience, proficient in Epic, Cerner, and Athenahealth EMR/EHR platforms. I have delivered remote tier-2 support, resolving 60+ patient inquiries daily with 98% accuracy while reducing escalations by 25% and improving resolution times through cross-functional collaboration.

I have trained and mentored remote hires, led workflow enhancements that cut handle time by 10%, and consistently achieved high compliance and quality scores (99% audit/compliance, 95% QA). I focus on process improvement, patient advocacy, and maintaining strict HIPAA adherence to protect patient data and drive measurable service outcomes.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Mayo Clinic

Jun 2023 - Dec 2025 (2 years 6 months)

Delivered remote tier-2 support resolving 60+ patient/provider inquiries daily with 98% accuracy, reduced escalations by 25%, and implemented a process change that cut handle time by 10%.

Epic Cerner Remote Collaboration

Patient Services Representative

Baylor Scott & White Health

Mar 2021 - May 2023 (2 years 2 months)

Managed scheduling and pre-registration for 100+ patient appointments weekly using Cerner, maintained a 95% check-in satisfaction score, and streamlined check-in processes to reduce wait times.

Cerner Scheduling Patient Registration Insurance Verification Payment Processing POS Process Improvement

Healthcare Customer Advocate

Aetna

Sep 2019 - Jan 2021 (1 year 4 months)

Advised members on benefits and claims, resolved 30+ disputes with average resolution time of 3 days, and increased member portal adoption by 15% while maintaining a 95% QA score.

Insurance Verification Claims Processing Member Advocacy QA Customer Education Portal Adoption

Customer Service Representative

Memorial Hermann Hospital

Jan 2017 - Jul 2019 (2 years 6 months)

Provided frontline pharmacy customer service handling 80+ customers daily, processed 100+ transactions/day with 99% accuracy, and supported immunization scheduling with a 98% completion rate.

Pharmacy Operations POS Inventory Management Customer Service Scheduling Accuracy