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Skills

  • CRM
  • Conflict resolution
  • Account management
  • Money handling abilities
  • Key stakeholder relationship building
  • Electronic medical records (EMR) proficiency
  • Retail materials management
  • Customer issue escalation resolution
  • Report preparation
  • Retail store support

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Increased the team's revenue by over $8 in sales.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Educated employees on company procedures and services.
  • Provided clients with basic technical support for a variety of standard company products.

Summaries

  • Competent Clinical Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Clinical Customer Service Representative with 15 years of successful budget management and risk assessment experience.
  • Fluent in Spanish. Personable and professional communicator.
  • Offering 6 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Motivated to keep customers happy and contribute to the company's success.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Bring extensive high-call volume experience working with framework consumers spanning 3 years.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Jira and framework techniques have been taught to me.

Accomplishments

  • Translated complex medical and insurance terminology for patients, increasing overall patient understanding by 60%.
  • Proactively resolved patient concerns about treatment plans, reducing dropout rates by 73% in 2017.
  • Handled escalated issues in a high-volume call center, reducing unresolved cases by 82% over several months.
  • Successfully cross-trained in medical billing and coding, reducing coding errors by 73% during the claims process.
  • Generated patient feedback surveys and analyzed results to improve clinical services, increasing overall satisfaction scores by 67%.
  • Documented and resolved method which led to procedure.
  • Maintained over 14 patient records with a 52% accuracy rate, ensuring strict adherence to HIPAA guidelines.
  • Designed a new ticketing system to streamline patient queries, cutting response times by 53% and increasing support team's productivity.
  • Collaborated with team of 4 in the development of method.
  • Tracked and reported patient service metrics, identifying areas for improvement and reducing operational inefficiencies by 28%.

Affiliations

  • Academy of Healthcare Communication
  • Patient Experience Institute (PXI)
  • Society of Women Engineers
  • Telehealth Resource Center Portland
  • American Marketing Association
  • American Association of Healthcare Administrative Management (AAHAM)
  • Project Management Institute
  • Rotary International
  • American Society of Safety Professionals
  • HealthIT.gov – Electronic Medical Records Community

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Certified Patient Service Specialist (CPSS)
  • Patient Advocacy Certification – procedure
  • Health Insurance Marketplace Navigator Certification
  • Telecommunication Systems for Healthcare Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Contact Center Manager (CCCM)
  • Certified Clinical Services Manager (CCSM)

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