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Skills

  • Conflict resolution in client interactions
  • Data collection and interpretation
  • Chart pulling
  • CRM Software (SAP)
  • Appointment scheduling optimization
  • Budgets
  • Client relationship management
  • Customer experience enhancement
  • Problem resolution
  • Regulatory compliance

Work Experiences

  • Created a streamlined client tracking system, resulting in the identification of missed follow-ups, lowering churn by 32%.
  • Had an excellent attendance record and was always on time for work.
  • Achieved improvements within two years.
  • Collaborated with marketing and sales teams, optimizing intake processes for niche client segments in Mental Health.
  • Achieved results in one year.
  • Transported Microsoft Excel to one year customer locations.
  • Oversaw the delivery of program project by initiative team, which resulted in standard.
  • Achieved reduction over the past year.
  • Achieved results according to 2019 survey.
  • Collaborated with legal and data privacy teams.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Costs were consistently reduced while profits were increased.
  • Client Intake Specialist proficient in lead retention strategies, improving communication and increasing prospect-to-client conversion rates by 40%.
  • Client Intake Specialist passionate about building efficient intake systems, leading to a 35% reduction in service delivery delays.
  • Boosted intake efficiency.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Exceptional at coordinating busy offices and remaining professional in high-pressure situations.
  • Strengths in workflow optimization and vendor management backed up by Mental Health training.
  • Achieved results through precise review processes.

Accomplishments

  • Led training for 10 new team members on intake protocols, decreasing onboarding errors by 44% within two years.
  • Collaborated with cross-functional teams, including legal, compliance, and IT, to enhance intake systems, leading to a 52% increase in efficiency.
  • Spearheaded the integration of an AI-powered intake chatbot that automated 52% of initial client queries, reducing staff's manual workload significantly.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Handled escalated client onboarding issues rapidly, reducing resolution times by 31% through proactive and strategic problem-solving.
  • Collaborated with the finance department to implement automated fee collection during intake processes, improving cash flow by 46%.
  • Worked with data privacy officers to ensure that client intake data architecture met GDPR and Lean standards for compliant data use.
  • Implemented data validation techniques during intake, decreasing errors by 62% and boosting data integrity in client files.
  • Implemented feedback loops from legal teams into intake processes, improving document accuracy and completeness by 17%.
  • Coordinated with marketing teams to optimize client outreach after intake, resulting in a new lead conversion rate increase of 38%.

Affiliations

  • American Marketing Association
  • Healthcare Financial Management Association (HFMA) - Patient-Client Intake Advisory
  • International Customer Service Association (ICSA) - Client Intake Initiatives
  • Association for Supply Chain Management (APICS)
  • American Medical Informatics Association
  • American Academy of Professional Coders (AAPC) - Client Data Accuracy Division
  • National Alliance of Revenue Cycle Professionals (NARCP) - Front-End Client Services
  • International Council of Nurses
  • National Association of Client Intake Professionals
  • Federal Association of Service-Level Agreements Professionals (FASLAP)

Certifications

  • Certified Information Privacy Professional (CIPP/US)
  • Certified Call Center Representative (CCCR)
  • Intake & Service Specialist Certificate - Brightline
  • Certified Client Engagement Specialist (CCES)
  • Certified Professional in Service Management (CPSM)
  • Certified in Client Needs & Satisfaction Analytics (CCNSA)
  • Certified Contact Center Operations Professional (CCCOP)
  • ServSafe
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)

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