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Dedicated Health Advocate Resume Example

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DEDICATED HEALTH ADVOCATE
Professional Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Skills
  • Creative problem solver
  • Multi-line phone talent
  • MS Windows proficient
  • Training development aptitude
  • Customer-focused
  • Strong Organizational Skills
  • Energetic Work Attitude
  • Exceptional interpersonal communication
  • Skilled trainer
  • Strong client relations
  • Data collection and analysis
  • Relationship development
  • Team building
  • Scheduling
  • Professional telephone demeanor
  • Medical terminology knowledge
  • Payroll and budgeting
  • Patrolling areas
  • Safety guidelines
  • Managing PPE
  • Identifying hazards
  • Adheres to customer service procedures
  • Customer Satisfaction
  • Team Player
  • Customer Inquiries
  • Excellent time management skills
  • Effective workflow management
  • Proofreading
  • Professional and mature
  • Maintains confidentiality
  • Quick learner
  • Team management
  • Supervision
  • Service recommendations
  • Customer Complaint Resolution
  • Staff education and training
  • Credit card processing
  • HIPPA Trained
  • Maintaining equipment
  • Assessing risks
  • Briefing leadership
  • Follow-Up
  • Ability To Analyze Data
  • Customer Service Management
  • Monitoring
  • Supply Chain Experience
  • Staff Management
  • Strategic Planning
  • Operations management
  • Project Management
  • Training & Development
  • Performance improvement
  • Recruitment
  • Food preparation and safety
  • Coaching and mentoring
  • Efficient multi-tasker
  • Team Leadership
  • Conflict Resolution
  • Verbal And Written Communication
Professional Experience
Dedicated Health Advocate | 02/2013 to 10/2020
Private Family - Tampa, FL
  • Obtained information about clients' medical history, drug history,
    complaints, and allergies.
  • Performed clerical duties, such as word processing, data entry,
    answering phones and filing.
  • Maintained a clean, safe, and well-organized patient environment.
  • Supervised daily activities and assist when needed.
  • Maintained appropriate filing of personal and professional
    documentation.
  • Accurately documented all elements of nursing assessment,
    treatments, medications.
  • HIPAA compliance trained.
  • Liaised between patients and the physicians to ensure the
    comprehension of treatment plans.
  • Used Google calendar to schedule and manage patient appointments.
  • Performed glucose testing and assisted in administering injections and
    urinalysis.
  • Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
  • Worked to enhance my patient life through effective and compassionate care.
  • Completed entries in logbooks, journals and care plans to document accurately report patient progress.
  • Recognized by management for providing exceptional customer service.
  • Facilitated effective inventory flow and value management while keeping essential items and supplies on hand.
  • Maintained full and current understanding of available plans, products and services.
  • Resolved problems related to benefits, eligibility and claims.
  • Helped vulnerable individuals navigate complex healthcare system.
Home Infusion Intake Specialist | 05/2012 to 02/2013
Medix Staffing - Tampa, FL
  • Receiving incoming home infusion referrals from the medical doctor's
    offices, hospitals, and Infusion agencies for patients needing
    additional intravenous medications to be administered in the patients
    home.
  • Accurately entering patients medical referrals within Windows-base
    system via inbound calls and incoming faxes.
  • Educate end-users on entering referrals by providing precise
    instructions.
  • Troubleshooting incorrect referrals and authorizations for processing
    by the patient's health plan.
  • Providing exceptional customer service to patients, discharge
    planners, doctors' offices, and inter-company departments.
  • Researched questions and concerns from providers and provided
    detailed responses.
  • Maintained strict patient and physician confidentiality.
  • Resourcefully used various coding books, procedure manuals and
    on-line encoders.
  • Developed a reputation as an efficient service provider with high levels
    of accuracy.
  • Determined customer needs by asking relevant questions and listening
    actively to the responses.
  • Ensured superior customer experience by addressing customer
    concerns, demonstrating empathy, and resolving problems on the spot.
  • Answered an average of 60 calls per day by addressing customer
    inquiries, solving problems, and providing new product information.
  • Documented all customer inquiries and comments thoroughly and
    quickly.
  • Interacted kindly with insurance providers via phone, email and written correspondence to obtain necessary documents to complete registration.
Customer Care Center Specialist | 01/2009 to 04/2011
HealtheSystems LLC - Tampa, FL
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Assisted Pharmacies, Insurance adjusters, and Worker's Compensation
    patients with the electronic adjudication of medications.
  • Mentored fellow Customer Service Center specialist.
  • Educated adjusters, pharmacies, and injured workers with
    understanding of the adjudication process.
  • Mastered Electronic Prior Authorization Queue.
  • Resolved urgent issues regarding the patient's medication, not processing.
  • Initiated contact with pharmacies advising of medication approval for
    the injured worker.
  • Effectively managed a high-volume of inbound and outbound
    customer calls.
  • Managed customer calls effectively and efficiently in a complex,
    fast-paced and challenging call center environment.
  • Exceeded service and quality standards every review period for six
    months consecutively.
  • Entered details such as payments account information and call logs
    into the company database.
  • Established professional relationships with team members which
    helped resolve issues and conflicts quickly.
  • Shared best practices for conflict resolution and customer service with
    other team members to help improve team efficiency.
  • Actively pursued personal learning and development opportunities.
  • Learned, referenced and applied product knowledge information.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Used exceptional communication to connect with customers, assess needs and present solutions.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Verified accuracy of customer account information and updated when necessary.
  • Provided customers with detailed information on company products, services and materials.
Co-General Manager | 11/2000 to 05/2008
Wendy's - Suwanee, GA
  • Launched staff engagement, gender diversity, and cultural programs in addition to robust reporting tools that increased operational quality.
  • Organized budgets, oversaw P&Ls, and achieved margin targets consistently to stay on track with growth plans.
  • Increased revenue streams by reducing costs, managing schedules, and performing variance and risk analysis to implement corrective actions.
  • Effectively managed payroll and timekeeping, including completion of
    proper paperwork for new hires and terminations.
  • Quickly identified problem situations and skillfully resolved incidents
    to satisfaction of involved parties.
  • Created fun team building activities to engage staff in up-selling to
    meet revenue targets.
  • Achieved highest employee retention rate in region for two years.
  • Reduced labor costs by 15 percent while maintaining excellent service
    and profit levels.
  • Generated repeat business through exceptional customer service.
  • Developed staff of 20 crew members, 2 shift leaders, and 4 assistant
    managers.
  • Purchased adequate quantities of necessary restaurant items including food, beverages, equipment, and supplies.
  • Greeted and encouraged feedback from customers and used
    feedback to implement positive changes within restaurants.
  • Received and delivered quality products to restaurants from other
    restaurants promptly.
  • Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
  • Devised and deployed successful marketing strategies, dramatically boosting store ranking.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
Education
Everglades University - Tampa, FL | Bachelor of ScienceAlternative Medicine, Expected in 07/2023
  • Majored in Alternative Medicine
  • Coursework in American Literature, General Biology and Anatomy, Physiology I & II and Traditional Chinese Medicine
  • Current 3.4 GPA
Advanced Career Training - Jacksonville, FL | Travel Agent Destination Specialist CertificationTravel And Tourism, 06/1998
  • Coursework in Hotel Management, International and Domestic Airline Scheduling , Tour Booking and Executive Business Travel.
  • Graduated with 3.89 GPA
  • Graduated in Top 1% of Class
Naval Training Center - San Diego, CA | Naval Communication Certification Naval Communications , 06/1989
  • Inbound/Outbound Traffic Checker:, Responsible for ensuring that all accountability of all message traffic reached appropriate designated departments as well as proper delivery of messages.
  • Reproduction/Distribution Operator:, Responsiblefor ensuring routed messages were appropriately slotted to the various departments shipboard.
  • CRYPTO Operator:, Responsible for ensuring that the cryptographic equipment was in good working order and that the appropriate keying material changes were made in a timely manner. This operator would often work with the Communications Security Material Systems (CMS) Custodian for key changeovers as well as inspections and inventory checks of cryptographic materials and associated electronic equipment.
  • In-router: Responsible for ensuring that all inbound message traffic was properly routed to the various departments on board ship.
  • Out-router: Responsible for designating outbound messages serial numbers, date-time-group, and verification that messages were signed and released by appropriate officers with release authority.
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Resume Overview

Companies Worked For:

  • Private Family
  • Medix Staffing
  • HealtheSystems LLC
  • Wendy's

School Attended

  • Everglades University
  • Advanced Career Training
  • Naval Training Center

Job Titles Held:

  • Dedicated Health Advocate
  • Home Infusion Intake Specialist
  • Customer Care Center Specialist
  • Co-General Manager

Degrees

  • Everglades University - Tampa, FL | Bachelor of Science
    Advanced Career Training - Jacksonville, FL | Travel Agent Destination Specialist Certification
    Naval Training Center - San Diego, CA | Naval Communication Certification

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