Customer Service Manager
Resume:
Lavatra Dean
Cordova, TN 38016
SUMMARY OF QUALIFICATIONS
A team player that takes the initiative and has flexibility to meet
challenges and follow through on projects. Able to communicate well and
make decisions in order to obtain high performance goals and desired
results.
CAREER SUMMARY
Patient Coordinator who is customer service driven, highly experienced in
receiving and directing incoming calls to the appropriate hospital
facilities, department, and personnel Strengths include prioritizing,
multi-tasking, problem solving, training, and accuracy. Experienced in
operating sophisticated telecommunication software, Microsoft Word, Excel,
typing 20 wpm, and 10 Key.
PROFESSIONAL EXPERIENCE
University of Arkansas for Medical Sciences (UAMS)
1999-Present
4301 West Markham St.
Little Rock AR 72205
Billie Milligan- Director
Chanin Slisz-Manager
Patient Coordinator
Responsible for providing excellent customer service by completing all the
Patient Coordinator duties; receiving all incoming hospital and campus
calls averaging 72,000 calls monthly. Answering any questions to the best
of my abilities, transferring callers appropriately, provides telephone
numbers and connects callers to outside services for long distance
calling.
. Acts as a resource person for the caller with hospital, campus and
physician information, to best determine where they need to be
connected which also includes sending an outside facility transfer
request to the UAMS Physician Call Center.
. Acts as the after hours answering service for all UAMS physicians, the
Outpatient clinics which consists of the Winthrop P. Rockefeller
Cancer Institute, Harvey and Bernice Jones Eye Institute, The Thomas
and Lyons Longevity Center, Jack T. Stephens Spine and Neurosciences
Institute, Myeloma Institute for Research and Therapy, and Psychiatric
Research Institute and Hospital Administration. Provides all UAMS
Physician names, telephone and pager numbers to other medical
personnel. Notifies physicians for consults received after hours,
weekends and holidays.
. Prioritizes emergency line calls which include Code Blue, Code Pink
and Rapid Response while remaining calm.
. Coordinates notification of personnel during all emergency/code
situations which includes capacity alert/warnings for the Emergency
Room and Hospital, Code Green, Code Red, Code Amber, Code Black.
. Works with Telecommunications for replacement of broken or inoperative
telephone equipment which also includes dispersing pagers after hours
if necessary for after hours, weekends and holidays for the entire
hospital.
. Responsible for communication to the Department Director or Manager of
any phone number changes if told to an operator.
. Customer Service is to be at 100% at all times displaying the Circle
of Excellence as required by UAMS' policies and procedures. Operator
is responsible for working a variety of shifts, with various days off.
All other duties as assigned.
EDUCATION
Diploma, J.A. Fair High School, Little Rock, AR- (1995)
PROFESSIONAL DEVELOPMENT
Team Lead Experience & Completed Word Excel Courses
TECHNICAL SKILLS
20 wpm, 10-key, Microsoft Word, Excel, Ametelco Telecommunication Software
.
REFERENCES
Billie Milligan
Director, Patient Coordination
U.A.M.S.
Chanin Slisz
Manager, Patient Coordination
U.A.M.S.
Robert Watson
HR Senior Consultant
Employee Services
U.A.M.S.
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