Patient Service Representative Supervisor resume example with 20 years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Resolving Problems
Caring and Empathetic
Patient Confidentiality and Data Security
Understanding Customer Needs
Responding to Difficult Customers
Courteous with Strong Service Mindset
Calm and Professional Under Pressure
Efficient and Detail-Oriented
Building Customer Trust and Loyalty
Customer Service and Assistance
Inbound and Outbound Calling
Answering Emails
Critical Thinking
Call Volume and Quality Metrics
Education
North Georgia College & State UniversityOakwood, Ga, Expected in ā āNo Degree:Early Childhood Education - GPA:
Gainesville High SchoolGainesville, GAExpected in 05/2000 ā āHigh School Diploma: - GPA:
Work History
Delta Dental Of Colorado - Patient Service Representative Supervisor Waterbury, CT, 04/2021 - Current
Supervised 4 different departments in Patient Services, Incoming/Outgoing referral and insurance verifier in providing excellent customer service to callers requiring assistance for scheduling and medical issues.
Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Delegated tasks to administrative support staff to organize and improve office efficiency.
Resolved issues through active listening and open-ended questioning, escalating major problems to Patient Services.
Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Recruited, hired, trained and supervised staff of 25 and implemented mentoring program that offered positive employee engagement.
Completed bi-weekly payroll for 25 employees.
Managed the Hospital On-Call schedule for all 5 specialty Departments
Manage the Freeze team and time-off requests
Manage schedule templates including modifying or building new schedules
Support building moral within the team
Established and updated work schedules to account for changing staff levels and expected workloads.
Superuser in implementing new scheduling system with Allscripts PM. Trained numerous of departments on how to utilize and navigate the new system
Progressive - Customer Service Team Lead Tacoma, WA, 03/2018 - 04/2021
Transitioned up to assist customer service manager with complaints and issues during times of department short staffing.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Managed over 120 customer calls per day
Help facilitate improvement in processes
Assist manager with hiring process
Trained on assisting with payroll
Assist in implementing training manuals for the Patient Service Department
Glp Attorneys - Customer Service Representative City, STATE, 09/2008 - 03/2018
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Cross-trained and provided back up for customer service managers.
The first employee to receive the Employee of the Month award
Northeast Georgia Diagnostic Clinic - Medical Records City, State, 08/2002 - 09/2008
Maintained patient confidence by keeping patient records information confidential.
Maintained patient records in compliance with security regulations.
Uploaded physician progress notes, history and physicals into electronic medical records.
Delivered charts to assigned areas of hospital by following established routing procedures.
Input data into computer programs and filing systems.
Accurately pulled patient records for upcoming appointments and procedures, typically within 8-hour period.
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