manager i customer experience coordinator resume example with 12+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Astute professional and highly skilled individual with more than twenty years of experience managing medical operations. Successful oversight of human resources, budgeting and patient services.
Skills
Professional Under Pressure
Multitasking and Prioritization
Issue and Complaint Resolution
Strategic Planning
Decision Making
Coaching and Mentoring
Team Management and Supervision
Regulatory Compliance
Verbal and Written Communication
Adaptable and Resilient
Honesty and Integrity
Leadership and Change Management
Educator
HIPPA and Confidentiality
Work History
11/2017 to CurrentManager I Customer Experience CoordinatorExeter Hospital | Hampton, NH,
Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Oversaw front register operations and maintained exceptional levels of customer service in all interactions.
Helped customers understand return policies and processed items.
Created successful promotions drives.
Managed 25 employees
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
Demonstrated respect, friendliness and willingness to help wherever needed
Increased customer satisfaction by resolving product issues
11/2013 to 11/2014Practice AdministratorMedical Center Pediatrics | City, STATE,
Responsible for the delivery of exceptional patient care.
Responded to inquiries from doctors, nurses and patients with accurate information
Represented office during board and community meetings, delivering supporting information and announcing new facility programs and initiatives
Directed clinic operations for all three sites overseeing clinic and clerical teams.
Increased patient satisfaction by more than 40% in one year.
Developed and distributed employee work schedules based on operational needs and employee requests.
Routinely met with senior management to report all changes in expenditures and plans concerning budget and fiscal matters.
Remained educated on emerging healthcare technologies , writing proposals for purchases of new equipment to stay at forefront of innovation.
Developed and updated department goals throughout fiscal year including working with building leaseholders on clinic upgrades.
Performed all tasks relative to the oversight and management of the annual budget, planning, (P&L) forecasting and evaluation.
Maintained up-to-date information in electronic medical records software.
Knowledge of HIPPA rules and compliancy.
Verified all claims and billings with oversight of all accounts payable and receivable.
Approved all payroll, vacations, absences and tardiness..
Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations
Internal and external dispute resolution.
01/2005 to 07/2012Disability Absence ManagerSedgwick Claims Management | City, STATE,
Provided expert analysis and management of complex medical claims
Proved successful working within tight deadlines and fast-paced atmosphere
Reduced payout of fraudulent claims
Knowledge of ERISA Guidelines
Communicated with treating providers regarding claimant conditions and treatments to provide timely and accurate claim decisions.
Detailed ongoing communication with claimants regarding claim outcomes.
Initiated other investigative decision-making tools such as Independent Medical Evaluation, Surveillance, Medical Record Review and Functional Capacity Evaluations
Improved operations through consistent hard work and dedication
Led projects and analyzed data to identify opportunities for improvement
Assigned to create national quality division.
Contributed to annual performance appraisals by working with supervisors to achieve consistency and compliance with established procedures.
Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
Oversaw and managed hiring process and assisted human resources by conducting interviews and team member placement.
Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
Improved customer service rankings by quickly resolving issues to improve overall satisfaction with quick thorough turnaround of quality reviews.
Education
Expected in 05/2011 to to Master of Science | Health AdministrationUniversity 0f Phoenix, Southfield, MI, GPA:
Expected in 08/2005 to to Bachelor of Science | Business ManagementUniversity of Phoenix, Troy, MI, GPA:
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