Faith Ochieng
Kisumu,Kenya
Summary
I am Faith Achieng' Ochieng', a passionate Customer Service Representative (CSR) and Health Records and Information Systems student with a strong foundation in healthcare administration and patient care. Pursuing a Certificate in Health Records and Information Technology, along with valuable experience gained through volunteering at Nyabondo Mission Hospital & Trauma Center, I bring a blend of technical expertise and practical knowledge to my role. I served as a Customer Service Assistant and Health Records Assistant Volunteer, where I honed my skills in conflict resolution, active listening, and problem-solving. Handling inbound and outbound calls, assisting patients with billing inquiries, and ensuring accurate scheduling were among my primary responsibilities. I also excelled in payment processing, quality assurance, and generating insightful reports to drive process improvements. My commitment to maintaining confidentiality, adherence to regulations, and dedication to upholding organizational values have been key pillars of my approach. I am adaptable, detail-oriented, and thrive in collaborative environments where teamwork and communication are valued. With my background in health informatics, familiarity with medical billing processes, and a strong customer service orientation, I am well-prepared to contribute positively as a Customer Service Representative. I am eager to leverage my skills and experiences to deliver exceptional service and support, making a meaningful difference in the lives of patients and stakeholders within the healthcare industry.
Overview
3
3
Languages
2
2
years of post-secondary education
4
4
years of professional experience
Work History
Sales Representative
Syncfusion Softwares Kenya
Kisumu
06.2025 - Current
- Engaged clients to promote software solutions and enhance customer satisfaction.
- Collaborated with marketing teams to develop effective sales strategies and campaigns.
- Conducted product demonstrations to showcase features and benefits of software offerings.
- Managed customer relationships through regular follow-ups and support interactions.
- Resolved client inquiries promptly to maintain high levels of service quality.
Customer Service Assistant/ Health Records Assistant Volunteer
Nyabondo Mission Hospital & Trauma Center
, Kenya
03.2024 - Current
- Inbound and Outbound Calls: Handle incoming calls from patients and other stakeholders regarding billing inquiries, statements, insurance follow-up, and general queries. Initiate outbound calls as necessary to provide proactive support and follow-up.
- Patient Support: Assist patients in understanding their bills, Explanation of Benefits (EOBS), and the role of physicians in the billing process. Provide clear explanations, guidance, and instructions on payment options, financial assistance programs, and insurance coverage.
- Scheduling Assistance: Aid patients in scheduling appointments, coordinating with healthcare providers, and managing appointment reminders. Ensure scheduling accuracy and efficiency while accommodating patient preferences and medical requirements.
- Payment Processing: Process payments accurately and securely, adhering to established protocols and regulatory guidelines. Handle bank reconciliations, ensure timely payment posting, and assist with any payment-related issues or discrepancies.
- Quality Assurance: Maintain a high standard of service quality by adhering to company policies, procedures, and best practices. Conduct thorough quality assurance checks on calls, transactions, and interactions to uphold service excellence and customer satisfaction.
- Comprehensive Reporting: Generate customized reports on customer interactions, call volumes, service metrics, and performance indicators. Provide insights and recommendations for process improvement, operational efficiency, and service enhancement.
- Core Value Adherence: Embrace and embody hospitals's core values, including commitment to quality, elevation of others, and embrace of diversity. Demonstrate integrity, professionalism, and empathy in all interactions with customers and colleagues.
- Collaboration and Support: Work closely with cross-functional teams, including billing specialists, account managers, and technical support staff, to resolve customer issues, escalate complex cases, and ensure seamless service delivery. Foster a culture of collaboration, teamwork, and mutual support within the organization.
- Continuous Improvement: Proactively identify opportunities for process optimization, service innovation, and customer experience enhancement. Contribute ideas, feedback, and suggestions for enhancing service offerings, improving efficiency, and driving business growth.
- Provided information on hospital services and procedures to patients.
- Answered customer inquiries and provided accurate information regarding products and services.
Health Records Assistant Volunteer
Nyabondo Mission Hospital & Trauma Center
, Kenya
05.2022 - 08.2023
- Receiving and documenting patients at hospital reception.
- Registering and booking appointments for patients to clinics and consultants.
- Storing and retrieving medical records documents.
- Preparing Clinics.
- Updating bed bureau.
- Editing of patient's case records.
- Gathering data from different sources.
- Capturing data from service points.
- Maintaining records safety and confidentiality.
- Storing and retrieving medical records.
- Balancing daily bed returns.
- Creating and maintaining master index.
- Updating patients master index.
- Directing patients to relevant clinics.
- Scheduling of patients to the consultants and speciality clinics.
- Assigning codes to diseases and surgical procedures in medicine.
Education
Certificate - Health Records and Information Technology
St.Joseph's Nyabondo Medical Training College
Kisumu 07.2024 - 07.2026
Certificate -
NYABISAWA HIGH SCHOOL
Certificate -
KAPTEMBWO PRIMARY SCHOOL
Skills
- Conflict resolution
- Problem-solving skills
- Adaptability
- Flexibility
- Teamwork
- Collaborative skills
- Professionalism
- Strong work ethic
- Critical thinking
- Active listening
- Empathy
- Health informatics
- MS Office Suite
- Knowledge of medical billing processes
- Familiarity with confidentiality regulations
- Customer service expertise
- Proficiency in technology
- Multitasking
- Stakeholder communication
- Networking
- Communication skills
- Time management
- Cultural sensitivity
Languages
English
Advanced
C1
German
Beginner
A1
Swahili
Upper Intermediate
B2
Timeline
Sales Representative
Syncfusion Softwares Kenya
06.2025 - Current
Certificate - Health Records and Information Technology
St.Joseph's Nyabondo Medical Training College
07.2024 - 07.2026
Customer Service Assistant/ Health Records Assistant Volunteer
Nyabondo Mission Hospital & Trauma Center
03.2024 - Current
Health Records Assistant Volunteer
Nyabondo Mission Hospital & Trauma Center
05.2022 - 08.2023
Certificate -
NYABISAWA HIGH SCHOOL
Certificate -
KAPTEMBWO PRIMARY SCHOOL