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Contact Center Specialist Resume Example

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CONTACT CENTER SPECIALIST
Professional Summary

I am quick learner with a versatile skill set. I would like to obtain a career within a people-oriented institution, where patient satisfaction is the main goal. As a focused health care professional,
I am accustomed to prioritizing and delivering high-quality patient care. Working with patients, families, and collaborative care teams always keep me motivated. I am knowledgeable in hospital operations, regulatory compliance, and care determinations. I am friendly, adaptable, detail-oriented, and diligent about maximizing satisfaction, safety, and wellness while serving patients of all backgrounds. As a strategic and analytical problem solver, I am always willing to assume additional responsibility with limited supervision.

Skills
  • HIPPA compliance
  • Strong understanding of nursing practices and related regulations, safety and infection control standards, medical terminology, and use of patient-care equipment
  • Effective verbal and written communication skills and the ability to develop good relations with patients, and provide emotional support to their families
  • Excellent documentation and reporting skills along with the ability to maintain confidentiality and accuracy of patients' medical records
  • Strong organizational and time-management skills to cope with critical situations
  • Solid team-working skills to work under minimal supervision
  • Strong physical stamina required to deal with lifting, moving, and carrying patients as well as ability to stand and work for long periods of time
  • Demonstrate effective problem-solving skills for patient related issues as well as the ability to notice and report unusual changes in patients' health condition
Work History
Contact Center Specialist, 05/2016 to Current
UPMC – Pittsburgh, PA
  • Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity.
  • Answer multiline telephone system, make outbound and inbound calls and schedule appointments, Research, resolve and respond to e-mail, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
  • Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers etc, to bring balance to zero.
  • Provide companionship/supervision one in one with patients as required.
  • Send/receive patient medical records in accordance with Health Insurance. Portability and Accountability Act (HIPAA) and other state and federal regulations.
  • Utilize computer system to enter, retrieve, edit, and print data as required.
  • Interact directly with patients, family members, staff members, and healthcare professionals.
  • Serve as a resourceful individual with exceptional customer service skills
Host, 12/2015 to 02/2016
OTG Management – Newark, NJ
  • Responsible for directly interacting with customers, cheerfully greeting guest, taking reservations, monitoring table rotation for the purpose of providing fast, and friendly service airport dinning service.
  • Took reservations by phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
  • Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
  • Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy.
Customer Service Representative, 01/2012 to 01/2014
Teletech - American Red Cross – Uniontown, PA
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Answered constant flow of customer calls with up to 60 calls in queue per minute, from clients, vendors, and various other callers seeking information.
  • Acted as first point of contact and set appointments for prospective clients.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Cashier/Server, 01/2008 to 01/2010
Villa Enterprises Management – Newark, NJ
  • Preparing orders and Assisted customers with food selection, and inquiries.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy.
  • Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
  • Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
  • Bussed and reset 30 tables per shift, working efficiently to keep dining room and work areas clean.
Education
BAPenn State - Lemont Furnace, PA
High school DiplomaMalcolm X Shabazz High School - Newark, NJ
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Resume Overview

Companies Worked For:

  • UPMC
  • OTG Management
  • Teletech - American Red Cross
  • Villa Enterprises Management

School Attended

  • Penn State
  • Malcolm X Shabazz High School

Job Titles Held:

  • Contact Center Specialist
  • Host
  • Customer Service Representative
  • Cashier/Server

Degrees

  • BA
    High school Diploma

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