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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
  • Extensive medical terminology knowledge
  • CPR certified
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
MountainStar Health CareJune 2010 to CurrentAppointment Representative 2
Salt Lake City, Utah
  • 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.
Convergys CorporationAugust 2009 to June 2010Inbound Sales Representative
Ogden, Utah
  • 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.
Convergys CorporationNovember 2007 to August 2008Quality Evaluator
Ogden, UT
  • 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 management focus on review of key drivers, metrics and operational processes (including Training).
Convergys CorporationAugust 2004 to November 2007Inbound Sales Representative
Ogden, UT
  • 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
WeberState University2013Associates degree: Health SciencesOgden, UT

Coursework in Health Sciences.


Davis Applied Technology College2011Certification: Radiologic Technology Kaysville, UT

Coursework in Limited Permit X-ray Technician. Currently licensed through the state of Utah.


Weber State University2009Associate Degree: General StudiesOgden, UT

Coursework in General Studies. 

Skills
  • Contact Center experience

  • Customer service skills

  • Motivated and self directed
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Resume Overview

Companies Worked For:

  • MountainStar Health Care
  • Convergys Corporation

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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