Patient Access Team Lead Resume Example
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PATIENT ACCESS TEAM LEAD
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
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Accomplishments
Reduced staff turnover by 30% in one year by implementing several well-received team and morale-building programs.
Experience
05/2008 - 04/2017Christiana Care Health SystemKennett Square , PA
Patient Access Team Lead
- 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 - 05/2011SbarroBakersfield , CA
Department Supervisor Manager
- 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 - 04/2007Moe's Southwest GrillPort Wentworth , GA
Manager
- 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 - 05/2005Fashion BugCity , STATE
Assistant Manager
- 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
2001City, State
High School DiplomaOld Orchard Beach High School
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Resume Overview
School Attended
- Old Orchard Beach High School
Job Titles Held:
- Patient Access Team Lead
- Department Supervisor Manager
- Manager
- Assistant Manager
Degrees
- High School Diploma
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