RAINNA BENTON

[email protected] • (216) 612-2273

PROFESSIONAL SUMMARY

Customer-focused Technical Support and Client Services professional with 7+ years of experience supporting users in fast-paced, service-driven environments. Skilled in troubleshooting technical issues, guiding users through digital platforms, and providing clear, empathetic communication to resolve problems efficiently. Known for adaptability, strong documentation, and the ability to work independently in remote settings while maintaining high-quality service standards. Seeking a remote role where technical skills and people-centered support drive positive user experiences.

WORK EXPERIENCE

Patient Service Specialist
09/2016 - 08/2019
The Cleveland Clinic Foundation-Main Campus , Cleveland, Ohio
• Completed accurate in-person patient registrations, obtaining demographic, insurance, medical, and financial information.
• Cross-trained across Patient Access areas including Front Desk, Admitting, Emergency Department, and Cashier services.
• Maintained productivity and quality standards in high-volume clinical environments.
• Served as a Super User and assisted in training new team members during process implementations.
• Utilized EPIC and multiple healthcare data systems to support patient access and registration workflows.
• Applied medical terminology knowledge to effectively support physician and patient communication.
Patient Access Representative
08/2019 - 07/2021
University Hospitals Medical Group – Dermatology , Westlake, Ohio
• Interviewed, registered, and instructed patients in both face-to-face and telephone settings.
• Entered and validated medical, demographic, insurance, and financial data accurately and efficiently.
• Prepared standard patient materials including forms, labels, brochures, and surveys.
• Maintained confidential health records, processed physician orders, and scheduled patient appointments.
• Educated patients on third-party insurance coverage, financial responsibility, and payment options.
• Collected, posted, and balanced co-pays, deductibles, and other patient payments.
• Collaborated with providers and interdisciplinary teams to improve patient experience and department efficiency.
Patient Technical Support Specialist
07/2021 - Present
Brave Health , Miami, FL (Remote)
• Serve as the primary point of contact for patient-facing technical support, resolving audio, video, login, device, and connectivity issues across telehealth platforms including Doxy and Google Meet.
• Assist patients and guardians with completing required documentation such as Release of Information forms and electronic signatures.
• Perform pre-escalation troubleshooting by gathering detailed device, browser, carrier, and error information prior to escalation to IT teams.
• Communicate clearly and empathetically with patients, guardians, providers, and clinicians to resolve technical barriers impacting care delivery.
• Escalate unresolved issues to internal IT departments with thorough documentation and consistent follow-up.
• Accurately document all patient interactions in compliance with healthcare privacy and documentation standards.
• Support continuity of care by ensuring patients can successfully access and participate in virtual appointments.

EDUCATION

Coursework toward Associate Degree
Cuyahoga Community College

SKILLS

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