Patient Access Team Lead resume example with 19+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
• Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Highlights
Team management
Focused on customer satisfaction
Scheduling
Marketing savvy
Conflict resolution techniques
Accomplishments
Reduced staff turnover by 30% in one year by implementing several well-received team and morale-building programs.
Experience
05/2008 to 04/2017
Patient Access Team LeadChristiana Care Health System – Kennett Square, PA,
Checked claims for errors, corrected issues and mailed out in a timely manner.
Educated patients and families on treatments, procedures, medications, continuing care and community resources.
Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
Met with patients and their families to discuss medical procedures, medications, treatments and continuing care plans.
Scheduled and confirmed patient appointments with patients and healthcare professionals.
Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
Coordinated between patients and healthcare professionals to meet patient needs.
Checked daily doctor schedules and verified insurance.
Recognized by management for providing exceptional customer service.
Improved operations by working with team members and customers to find workable solutions.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Attended departmental meetings, providing feedback to enhance future performance.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Performed site evaluations, customer surveys and team audits.
Earned reputation for good attendance and hard work.
08/2008 to 05/2011
Department Supervisor ManagerSbarro – Bakersfield, CA,
Successfully managed the activities of 25 team members in multiple locations.
Recruited, managed and mentored an average of 75 new customer service representatives per year.
Developed, implemented and monitored programs to maximize customer satisfaction.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Achieved cost-savings by developing functional solutions to workflow problems.
Handled all delegated tasks, including freight and team meetings.
Collaborated with others to discuss new marketing opportunities.
Supported District Management by compiling paperwork and taking detailed meeting minutes.
Answered 25 calls per hour to answer customer questions.
Collaborated in development of sales procedures.
Delivered [Product or Service] to customer locations.
06/2000 to 04/2007
ManagerMoe's Southwest Grill – Port Wentworth, GA,
Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Resolved customer questions, issues and complaints.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Trained and mentored new employees to maximize team performance and achieve daily performance objectives.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Executed new training initiative to improve skills and develop leaders from within.
Led employee performance reviews and discussed improvement strategies with each team member.
Determined efficient work schedules for team on a weekly basis to keep project moving and each shift properly staffed.
Communicated and coordinated with multiple departments to achieve top results.
04/1996 to 05/2005
Assistant ManagerFashion Bug – City, STATE,
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Developed rapport with the customer base by handling difficult issues with professionalism.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Lead on and off-site customer support teams.
Recruited, managed and mentored an average of 20 new customer service representatives per year.
Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Enforced company policies and procedures to strengthen operational standards across departments.
Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
Coached and mentored employees by delivering training, guidance and performance monitoring.
Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
Enhanced sales by implementing merchandising and promotional improvements.
Completed inventory audits to identify losses and project future demands.
Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
Produced monthly sales and performance reports, supporting operational planning and strategic decision making.
Analyzed trends, identifying consumer demand and forecasting seasonal trends.
Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands while monitoring clothing, accessory and shoe levels.
Delegated daily tasks to team members to optimize team productivity.
Supported sales management initiatives to optimize business development.
Organized schedules, workflows and shift coverage to meet expected business demands.
Education
Expected in 2001
High School Diploma: Old Orchard Beach High School - Old Orchard Beach, ME GPA:
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