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Skills

  • Route dispatch
  • Diverse patient population engagement
  • Medical terminology knowledge
  • HIPAA compliance
  • Order fulfillment
  • Healthcare system navigation
  • Key holder experience
  • Training development aptitude
  • POS systems expert
  • Staff education and training

Work Experiences

  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Created and maintained a detailed database to develop promotional sales.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept up to date on product and service changes.
  • Processed 13 invoices and mailed documentation to clients each several months.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Kept the procedure and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Educated employees on company procedures and services.

Summaries

  • Very knowledgeable about HubSpot, as well as method competitors and offerings.
  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Customer Service Representative with 10 years of retail experience in fast-paced, team-oriented environments.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Committed to providing world-class customer service while remaining professional.
  • Clear understanding of workflow optimization and stakeholder engagement as well as workflow optimization training.
  • Customer service specialist with over 11 years of experience resolving account and service issues for Miscellaneous clients.

Accomplishments

  • Designed a patient follow-up system that led to a 16% improvement in timely medical appointment attendance.
  • Resolved product issue through consumer testing.
  • Documented and resolved category which led to program.
  • Utilized Tableau to maintain patient appointment accuracy, reducing booking errors by 34%.
  • Trained a team of 8 call center agents to meet patient confidentiality standards, achieving consistent compliance with HIPAA regulations.
  • Assisted in the certification process for 6 staff members in HIPAA compliance, ensuring 42% adherence to patient record confidentiality laws.
  • Used effective de-escalation methods to prevent turnover in 30% of dissatisfied patients, elevating overall satisfaction rates.
  • Facilitated the processing of medical claims using QuickBooks, achieving a 49% acceptance rate on first submissions.
  • Developed de-escalation strategies that decreased the rate of call escalations by 84% and improved overall patient satisfaction.
  • Successfully routed patient inquiries across 15 specialties, reducing call handling time by 22% while preserving data accuracy and confidentiality.

Affiliations

  • Project Management Institute
  • American Association of Medical Assistants (AAMA)
  • Association of Healthcare Administrative Professionals (AHCAP)
  • Healthcare Information and Management Systems Society (HIMSS)
  • American Association of Professional Coders (AAPC)
  • Association of Information Technology Professionals
  • Accreditation Association for Ambulatory Health Care (AAAHC)
  • Healthcare Compliance Association (HCCA)
  • Jaycees
  • American Telemedicine Association (ATA)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Specialist in Telephonic Patient Support (CSTPS) - Summit Group
  • Fundamentals of Medical Office Administration Certification - Summit Group
  • Certified Healthcare Privacy Specialist (CHPS) - Beacon Labs
  • CompTIA Network+
  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Customer Service & Telephone Skills for Medical Office Certification - Beacon Labs
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Healthcare Quality (CPHQ) - Vantage

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