Patient Experience Coordinator Shift Lead Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Dedicated Customer & Patient Relations professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.Proactive with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation. Skilled in lead generation, customer relationship development and accomplished in providing unsurpassed support to demanding customers. Offers experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency.

  • Patient services
  • High level of autonomy
  • Professional bedside manner
  • Adaptable
  • Document filing
  • Appointment Scheduling
  • Insurance verifying
  • Payment collection
  • Spreadsheet management
  • Database Management
  • Filing and data archiving
  • Multi-line phone proficiency
  • Teambuilding
  • Planning and Coordination
  • Critical thinking
  • Leadership
  • Flexible & Adaptable
  • Verbal and Written Communication
Work History
Patient Experience Coordinator - Shift Lead, 09/2021 to Current
First Health Of The CarolinasSouthern Pines, NC,
  • Followed document protocols to safeguard confidentiality of patient records.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Kept current with literature and felid advancements to advocate to and for patients.
  • Facilitated communication between patients and various departments and staff.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
  • Answered patient assistance calls, assessed needs and offered qualified support.
Medical Office Assistant, 07/2017 to 09/2019
Berkshire BankRemote, OR,
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
  • Contacted patients regarding unpaid and underpaid accounts to resolve issues.
  • Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
  • Received, recorded and filed medical payments by check, cash and credit card.
  • Improved timely payment of bills by developing flexible payment plans for patients.
  • Audited customer files to verify medical necessity and satisfaction of coverage criteria.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.
  • Used Epic to schedule appointments for doctor visits and procedures.
Call Center Manager, 07/2017 to 12/2018
First Fidelity BankGlendale, AZ,
  • Established and oversaw performance targets for call center associates.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
  • Conducted performance reviews for all customer service representatives to reduce resolution times and improve customer satisfaction ratings.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Optimized processes and supervised 50+ employees.
Customer Service Manager, 05/2017 to 06/2018
WalmartCity, STATE,
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Provided cash change to the cashiers.
  • Prepared cash tills.
  • Associate problem solving.
  • Provided breaks & directed associates schedule.
  • Followed Walmart's policies in advertisements price match, and coupon regulations.
High School Diploma: General Studies, Expected in 07/2017
North Mecklenburg High School - Huntersville, NC
  • Awarded CTE certificate
  • Honors Graduate
: Police Science, Expected in
Johnson & Wales University - Charlotte - Charlotte, NC
  • Received Johnson & Wales Campus Award Scholarship
Associate Degree In Nursing: Nursing , Expected in 08/2022
Wake Technical Community College - Raleigh, NC

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Resume Strength

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Resume Overview

School Attended
  • North Mecklenburg High School
  • Johnson & Wales University - Charlotte
  • Wake Technical Community College
Job Titles Held:
  • Patient Experience Coordinator - Shift Lead
  • Medical Office Assistant
  • Call Center Manager
  • Customer Service Manager
  • High School Diploma
  • Associate Degree In Nursing

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