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Skills

  • Call flow process optimization
  • CRM
  • Customer feedback loop creation
  • Recordkeeping strengths
  • Warehousing functions
  • POS systems expert
  • Key stakeholder relationship building
  • Conflict resolution
  • Data entry
  • Receiving support

Work Experiences

  • Averaged 17 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Acquired 17 new customers, resulting in 9% revenue for the team.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Handled over 9 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Customer service training processes were implemented and developed by me.
  • Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.

Summaries

  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 11 years.
  • Clinical Customer Service Representative is a service-oriented Clinical Customer Service Representative with unrivaled customer service, task prioritization, and time management skills.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Very knowledgeable about Power BI, as well as initiative competitors and offerings.
  • Dedicated to meeting and exceeding program objectives through effective communication and system abilities.
  • Clinical Customer Service Representative proactive with experience in providing support and resolving customer complaints.
  • With extensive knowledge of workflow optimization and proven multitasking abilities, I am well-versed in project and time management.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Translated complex medical and insurance terminology for patients, increasing overall patient understanding by 60%.
  • Designed a new ticketing system to streamline patient queries, cutting response times by 53% and increasing support team's productivity.
  • Partnered with clinical staff to revamp appointment scheduling processes, decreasing missed appointments by 61%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented patient feedback loops, which provided actionable insights for improving healthcare services by 54%.
  • Improved patient retention by conducting follow-up calls, leading to a 33% increase in continuing care participation.
  • Resolved product issue through consumer testing.
  • Generated patient feedback surveys and analyzed results to improve clinical services, increasing overall satisfaction scores by 67%.
  • Trained team members on appropriate procedures for insurance verification, achieving a 56% reduction in verification errors.
  • Utilized escalation management skills to resolve patient complaints promptly, improving resolution time by 43%.

Affiliations

  • American Association of Healthcare Administrative Management (AAHAM)
  • American Association of Managed Care Nurses (AAMCN)
  • National Health Service Corps (NHSC)
  • Society for Healthcare Consumer Advocacy (SHCA)
  • Association of Information Technology Professionals
  • Rotary International
  • Academy of Healthcare Communication
  • Association for Advancement of Clinical Documentation Integrity Specialists (ACDIS)
  • Project Management Institute
  • Electronic Healthcare Network Accreditation Commission (EHNAC)

Certifications

  • Google Certified Professional Cloud Architect
  • Certified Healthcare Financial Professional (CHFP) - HFMA
  • Certified Managed Care Professional (CMCP)
  • Certified Healthcare Access Manager (CHAM) framework
  • Medical Claims and Billing Specialist Certification - Brightline
  • CompTIA A+ Technician
  • Certified Hospital Executive (CHE)
  • Certified Public Accountant
  • Health Insurance Marketplace Navigator Certification
  • ServSafe

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