Over the past 10 years working in the customer service industry, I have picked up many useful skills that have allowed me to achieve success. My current role as a Patient Care Coordinator has made me passionate about providing excellent customer service to our patients by helping them navigate through their journey to better hearing. I am ready to challenge myself with new responsibilities as I continue to grow as a professional. I am focused on surpassing expectations and driving team success and I have found personal and professional fulfillment in doing so.
Skills
Sales background and experience
MS Office and IT
Team collaboration
Research
Writing and Editing
Conflict Resolution
Communication and Active Listening
Customer Service
Public Speaking
Management Experience
Critical Thinking
Time Management
Multitasking and Organization
Interpersonal skills
Culturally sensitive
Data collection and management
Compassionate
Reliable
Leadership
Goal Oriented
Work History
Patient Care Coordinator, 02/2021 - Current Williamsburg Physical Therapy – Elkridge, MD,
Work closely with patients to deliver excellent and direct individualized patient care.
Triage all appointments, phone calls, and walk in visitors to ensure effective calendar management.
Assist patients in determining insurance benefits and/or discounts available for hearing devices.
Process payments and post sales.
Check in patients and get all necessary information so we can provide what ever service is needed.
Track our revenue so that I can set up each month to achieve our monthly budget and meet KPIs.
Make outgoing calls to new and existing patients to give my HCP opportunities for sales.
Resolve issues and/or conflict to ensure our patients are receiving the best care.
Replenish clinic supplies.
Prep for all fitting appointments to ensure that we have what is needed to close a sale.
Knowledge of hearing aids. Perform general maintenance/repairs as needed and guide patients through certain processes.
Create helpful documents and share my strategies with other HCPs/PCCs in my region.
Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue
Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
Applied security and loss prevention training toward recognizing risks and reducing store theft
Maintained organized, presentable merchandise to drive continuous sales
Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
Maintained records related to sales, returns and inventory availability
Educated customers on promotions to enhance sales
Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications
Delivered high level of assistance by locating products and checking store system for merchandise at other sites
Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
Engaged with customers to effectively build rapport and lasting relationships.
Circulation Clerk, 03/2013 - 08/2015 Frederick County Government – Frederick, MD,
Several clerical duties including answering phones, filing/inputting patron information, etc
Engaged in customer service by conducting searches of available materials, pointing out library resources, and answering general questions
Processed and shelved returned materials after evaluating for general condition and cleanliness
Located desired customer items through interlibrary loan system and coordinated deliveries
Processed customer fines and educated individual patrons on ways to minimize future charges
Monitored patrons to enforce adherence to library policies for material management and behavior
Helped patrons to complete forms for library card issuance
Maintained and updated patron records in library system database
Checked in, checked out and renewed library materials
Resolved patrons' complaints tactfully and professionally.
Education
Bachelor of Science: Sociology, Expected in 12/2019 - University of Wisconsin - La Crosse - La Crosse, WI GPA:
Minored in Criminal Justice. Maintained a 3.2+ GPA all 4 years. Completed my Senior Capstone where I conducted my own research and presented my findings in a written essay and presentation to the sociology department.
High School Diploma: , Expected in 12/2012 - Lakes Community High School - Lake Villa, IL GPA:
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