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Skills

  • Professional telephone demeanor
  • Active listening and empathetic communication
  • Customer relationship management (CRM) systems
  • CRM
  • Money handling abilities
  • Medical terminology knowledge
  • Multi-line phone talent
  • Key stakeholder relationship building
  • Call center performance metrics tracking
  • Retail store support

Work Experiences

  • Taught new employees about the company's operations, policies, and services.
  • Processed 13 invoices and mailed documentation to clients each 6 months.
  • Provided ongoing guest service, which included SAP recommendations.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Averaged 6 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Used a POS system to itemize and total the purchases of 15 customers.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Worker with a strong understanding of initiative organization and process product issues.
  • Achieved success in providing unsurpassed customer service.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Strengths in client relations and risk assessment backed up by Customer Service training.
  • Medical Call Center Specialist is a multi-talented Medical Call Center Specialist who is consistently rewarded for planning and operational improvements.
  • Customer service specialist with over 3 years of experience resolving account and service issues for Customer Service clients.
  • Medical Call Center Specialist who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Dedicated to meeting and exceeding procedure objectives through effective communication and program abilities.

Accomplishments

  • Coordinated with insurance providers to facilitate coverage verification, saving the call center an average of 12 hours per week on follow-up calls.
  • Streamlined call center's appointment scheduling system, reducing overbooking issues by 60% and improving patient experience.
  • Decreased patient call abandonment rates by 34% through improved call triage workflows and staff coordination.
  • Consulted with the management team on workflow improvements for handling Medicare and Medicaid claims, expediting payment verification by 16 days.
  • Authored team training documentation on effective communication with medically vulnerable patients, which led to a 74% reduction in complaints.
  • Implemented an after-hours answering protocol that successfully managed emergency calls, reducing call abandonment rates by 26%.
  • Recognized as the top-performing call specialist for consistently surpassing monthly quotas and achieving a 83% resolution rate.
  • Resolved product issue through consumer testing.
  • Maintained accurate, up-to-date patient records in compliance with HIPAA and other governing bodies, ensuring data integrity for over 17 patients per month.
  • Handled high-volume patient calls with empathy and professionalism, consistently maintaining a positive feedback rating of 45% or higher.

Affiliations

  • American Medical Informatics Association
  • Jaycees
  • Society of Women Engineers
  • Customer Service Institute of America (CSIA)
  • National Association of Healthcare Access Management (NAHAM)
  • Call Center Association of Healthcare Providers (CCAHP)
  • Healthcare Contact Center Professionals Group
  • Certified Medical Administrative Assistant (CMAA), Credential Holder
  • International Council of Nurses
  • Certified Professional Coder (CPC) through AAPC

Certifications

  • Certified Patient Account Representative (CPAR) - American Association of Healthcare Administrative Management (AAHAM)
  • Compassionate Care Certification – Harbor & Co.
  • Telephone Doctor's Customer Service and Communication Certification – category
  • Certified Health Navigator – system
  • Google Certified Professional Cloud Architect
  • Certified Revenue Cycle Specialist (CRCS) – American Association of Healthcare Administrative Management (AAHAM)
  • Certified Public Accountant
  • Patient Centered Medical Home Recognition (PCMH) – National Committee for Quality Assurance (NCQA)
  • Healthcare Documentation Integrity Certification (HDI) – Association for Healthcare Documentation Integrity (AHDI)
  • Emergency Medical Dispatcher (EMD) Certification – Colorado

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