Patient Service Representative Supervisor resume example with 20 years of experience

(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.

  • 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
North Georgia College & State University Oakwood, Ga, Expected in No Degree : Early Childhood Education - GPA :
Lanier Technical College Oakwood, GA Expected in No Degree : Early Childhood Education - GPA :
Gainesville High School Gainesville, GA Expected in 05/2000 High 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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Resume Overview

School Attended

  • North Georgia College & State University
  • Lanier Technical College
  • Gainesville High School

Job Titles Held:

  • Patient Service Representative Supervisor
  • Customer Service Team Lead
  • Customer Service Representative
  • Medical Records


  • No Degree
  • No Degree
  • High School Diploma

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