- 207 Staysail Dr Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Customer Service ▪ Medical Patient Care

Qualifications Profile

    Self-assured, dynamic, and results-driven service professional with more than 17 years providing high-performance customer service and operations management in the healthcare industry.

-    Proven dedication to delivering a satisfying experience around company products and services and contributing to operational excellence that maximizes process efficiencies and cost leadership in in highly competitive markets.

-    Detail-oriented, analytical and methodical with critical thinking to address issues involving customer satisfaction, information management, administration, and project management even under stress.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

    Effective interpersonal communication skills that facilitate coordination, collaborative engagements, and performance excellence across diverse ethnicities and multi-functional engagements.

Key Expertise

Business Operations

    Tactical & Operations Planning

    Process/Workflow Improvement

    Relationship Management (Clients, Stakeholders, Public, Government & Suppliers)

Healthcare

    Healthcare Operations Management

    Medical Terminology

    Case/Project Management

Administration

    Policies & Regulatory Compliance

    Staff Supervision & Training

    Records & Document Management

Technical

    ERP: PeopleSoft

    Apps: Centricity Business (IDX) Physician Scheduling, API Report Express (Time Management), Medical Manager, OpenScape Contact Center, Verint Call Recording & Quality Management, HiPath ProCenter (ACD), & Talent Manager

    EMR: Centricity, & MedConnect

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)

    Internet: Online Apps, SharePoint Collaborative Apps

Professional Experience

MedStar Care Connection (Formerly TeleHealth) Ÿ Baltimore, XXXXXX

Operations Management & Process Improvement

    Assist in developing and mobilizing needed resources for new systems and services.

    Review and analyze performance reports on call center operations aimed at identifying areas for improvement in agent call professionalism and compliance with call center standards and policies.

    Manage inventory and 3^rd party supplier contracts, directly dealing and negotiating with accredited vendors for pricing advantages when placing orders, reviewing payables settlement for accurate reporting, and interacting with internal departments to resolve operating issues.

Customer Service Management

    Respond to customer problems and complaints personally, or over phone and email, leveraging knowledge of and ability to address issues on product and service expectations.

    Support the sales teams, building sustainable client relationships that promoted the company reputation for service excellence in the healthcare industry.

Administration

    Provide HR support, managing 8 employees and overseeing staff recruitment, development, performance evaluations, and developing training materials, policies and other department resources.

    Maintain open communication with staff to review programs, provide feedback, exchange information.

    Provide administrative and clerical support such as managing invoices and billing functions, preparing daily, monthly and quarterly reports including call center performance statistics for stakeholders.

    Maintain and update physician profiles and internal physician database.

    Manage files, recording systems, office supplies and inventory, and organize staff meetings.

    Provide HR support, assisting in screening applicants, onboarding new hires and conducting training sessions.

    Support back-office accounting, invoicing, budgeting, and payroll administration.

    Provided call center operations support, addressing caller needs and issues with efficiency and courtesy, completing calls with resolution or elevated to superiors, and ensuring proper documentation as per standard procedures.

    Leveraged basic medical knowledge to make referrals to physicians, hospital services, and programs, and scheduling appointments with physicians and healthcare service providers as needed.

    Served as part of the Team managing unexpected or planned peaks in call volumes.

- 207 Staysail Dr Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

Ask-A-Nurse Ÿ Baltimore, XXXXXX

    Provided administrative support collaborating with the center Director to schedule group meetings, business travels, and serving as a Statistical Analyst preparing monthly reports on revenue generation, programs, and client call highlights for resolution follow-ups, and other clerical and operation support activities.

    Worked closely with Physician Relations to acquire and process new physician participation.

    Maintained a comprehensive database for Physician referrals, Service referrals & Literature referrals for Marketing Call Center.

    Developed and implemented policies, QA and performance audits that ensured consistent compliance with standards.

    Maintained supplies inventory and payables settlements, while processing invoices on time.

Education & Credentials

ESSEX COMMUNITY COLLEGE OF BALTIMORE COUNTY Essex, XXXXXX (2009 Present)