Patient Access Team Lead resume example with 19+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

• 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.

  • Team management
  • Focused on customer satisfaction
  • Scheduling
  • Marketing savvy
  • Conflict resolution techniques

Reduced staff turnover by 30% in one year by implementing several well-received team and morale-building programs.

05/2008 to 04/2017
Patient Access Team Lead Christiana 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 Manager Sbarro 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
Manager Moe'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 Manager Fashion 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.
Expected in 2001
High School Diploma:
Old Orchard Beach High School - Old Orchard Beach, ME

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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


  • High School Diploma

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