Appointment Representative 2 Resume Example
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APPOINTMENT REPRESENTATIVE 2
Professional Background
Responsible Appointment Representative 2 with excellent communication skills demonstrated by 10 years of experience in a call center environment, with 4 of those in a health care setting.
Skill Highlights
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Accomplishments
Patient Care
- Deliver compassionate care that exceeds Contact Center requirements.
- Successfully provides quality care to patients in Contact Center environment.
Documentation
- Ensures patient referral accuracy through precise documentation.
Training
- Train new hires to guarantee consistent quality of care throughout the Contact Center.
Professional Experience
ComcastJune 2010 to CurrentAppointment Representative 2
Alpharetta , GA
Alpharetta , GA
- I am responsible for receiving inbound telephone calls and accomplishing all tasks necessary to complete the referral or other requests including but not limited to:
- insurance authorization
- scheduling
- providing feedback to multiple patients
- completing documentation.
- Additionally, I am required to manage all inbound and outbound calls supported by the Contact Center and take appropriate action according to established departmental policies and procedures.
- This role also requires exceptional skills and knowledge in different markets with varying patient needs.
- Providing assistance through answering questions and sharing acquired knowledge has lead to my ability to provide support for the Contact Center.
- I also am responsible for training new hire groups and ensuring the information provided is current and meaningful.
Anthem, Inc.August 2009 to June 2010Inbound Sales Representative
HI, State
HI, State
- As a customer service representative for Convergys I took inbound calls for various types of products such as credit card applications for American Express, HSBC, and Wachovia as well as various companies which are advertised on television.
- These other products are, but not limited to:
- Guthy Renker
- Best Buy products
- Free information.
- This job required excellent customer relation skills and exceedingly efficient communication skills.
- There were various metrics which had to be met on a month to month basis such as, conversion, efficiency, and attendance.
ComcastNovember 2007 to August 2008Quality Evaluator
Bloomington , IN
Bloomington , IN
- Sample and evaluate end-user transactions (i.e.
- telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.
- Report results of evaluations to appropriate Quality/Operations stakeholders on a weekly and monthly basis.
- Achieve departmental productivity requirements (e.g.
- number of calls monitored per month on schedule, number of emails evaluated, etc.).
- Facilitate and/or participate in calibration sessions with Quality Leadership staff, Convergys personnel and clients.
- Facilitate remote call monitoring sessions as needed.
- Maintain forms and definitions documents.
- Participate in performance improving task forces with Account Management and clients.
- Participate in internal quality audits (e.g.
- periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.
- Demonstrate mastery and comprehension of client's quality standards.
- Facilitate program specific internal calibration sessions.
- Participate in program management monitoring sessions.
- Demonstrate proficiency with respect to the client specific sales/service process Use precision monitoring standards.
- Ability to transition between program call types, Inbound/Outbound, as needed.
- Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases.
- Support managementfocus on review of key drivers, metrics and operational processes (including Training).
Convergys CorporationAugust 2004 to November 2007Inbound Sales Representative
City , STATE
City , STATE
- As a customer service representative for Convergys I took inbound calls for various types of products such as credit card applications for American Express, HSBC, and Wachovia as well as various companies which are advertised on television.
- These other products are, but not limited to:
- Guthy Renker
- Best Buy products
- Free information.
- This job required excellent customer relation skills and exceedingly efficient communication skills.
- There were various metrics which had to be met on a month to month basis such as, conversion, efficiency, and attendance.
Education and Training
Weber State University2013Associates degree: Health SciencesCity, State
Coursework in Health Sciences.
Davis Applied Technology College2011Certification: Radiologic Technology City, State
Coursework in Limited Permit X-ray Technician. Currently licensed through the state of Utah.
Weber State University2009Associate Degree: General StudiesCity, State
Coursework in General Studies.
Skills
- Contact Center experience
- Customer service skills
- Motivated and self directed
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Resume Overview
School Attended
- Weber State University
- Davis Applied Technology College
Job Titles Held:
- Appointment Representative 2
- Inbound Sales Representative
- Quality Evaluator
Degrees
- Associates degree : Health Sciences
Certification : Radiologic Technology
Associate Degree : General Studies
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