Customer Service Manager
Resume:
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Ashley
ColumbusCustomer Service Expert!
Ashley S. Columbus
Lexington, Kentucky 40502
**************@*****.***
Objective
To obtain a higher level position within the customer service industry. I would like to use and strengthen my current knowledge and skills as well as work my way out of any weaknesses. My ideal position would be one that challenges my mind, encourages positive outcomes from myself and others, focuses on the customer/patient and provides a comfortable working atmosphere.
Qualifications
1.5 years Medical Office Experience
6 years Office/Clerical Experience
7 years Sales Experience
14 years Customer Service Experience
14 years Cash Handling Experience
Work History
July 2010- current, University of Kentucky, Clinical Clerical Supervisor, Kentucky Neurosciences Institute
- Leads team of 4 as the front desk manager, greeting patients as they enter clinic
- Aids patients in making sure they are in correct location, giving directions and information to ensure quality patient care
- Utilizes Patient Management System, RSS, Sunrise Clinical Manager to register average of 150 patients per day
- Ensures front desk is running smoothly by queuing patients to be registered, registering patients, queuing patients to be roomed
- Responsible for the motivation, encouragement, training and production of team
- Uses problem solving skills daily during interactions with patients, coworkers and computers
- Aided front desk team to raise copay collection by 25% in 3 months
- Maintains an organized and clean working environment
- Responsible for making 20-50 calls daily to collect medical records
- Utilizes professional attitude when speaking with patients, doctors offices, coworkers
- Completes necessary training for new programs, insurance updates
- Prepares front desk for daily clinic by checking charts (avg. 100/day), printing schedules for different teams within clinic, stocking forms, organizing new patient records and front desk needs
- Aids coworkers in or delegates any task needing to be done (ie. Scheduling, rescheduling appointments, patient reminder calls, insurance verifications, precertifications, etc.)
2009-2010, University of Kentucky, Patient Relations Assistant, Kentucky Neurosciences Institute
- Maintains positive attitude and exhibits multitasking skills while working in a complex working environment, which involves scheduling patient appointments, assisting doctors and coworkers, answering phones, obtaining insurance payment for services and maintaining excellent patient relationships
- Constantly communicates with patients through phone, letters and sometimes email
- Utilizes RSS, PM, SCM to schedule or reschedule appointments for testing, consults, follow ups and other appointments as needed
- Uses AIM to determine if pre authorizations are needed for patient testing
- Provides professional demeanor while talking to employees in other departments and other businesses to accomplish tasks on behalf of the patient
- Maintains an organized and clean working environment
- Responsible for formatting, printing and distributing call lists to team for daily reminder calls; personally calling 30-100+ patients a day to remind them of upcoming appointments
- Created, maintains and utilizes One Note workbook for check out staff
- Utilizes Microsoft Office on a daily basis, more specifically Word, Excel, Publisher and Outlook
- Works well with a large team to ensure satisfactory patient care while trying to inspire a positive working attitude
2007-current, Connie Morton, Realtor, Bluegrass Sotheby's International Realty, Customer Care Specialist
- Structure and implement office organizational systems for clients and Connie.
- Utilizes programs for sending out publications to database of 850+ clients
- Updates and maintains database of 850+clients
- Responsible for answering phones, setting up appointments with clients and Realtors, following up using homefeedback.com, keeping up websites, inputting listings on 20+websites
- Available and used care to provide assistance with certain errands
- Used knowledge and creativity for composing ads, submitting online and maintaining ads
- Responsible for covering for agent when out of town
- Responsible to meet with clients if agent was unavailable
- Responsible for being flexible, attentive and accommodating to all needs
- Responsible for learning new computer programs needed for use.
2005-2009, RE/MAX Creative Realty, Realtor
- Structure and implement systems for prospecting and standards of practice
- Providing the ultimate customer service while helping buyers and sellers in the largest purchase or sale of their lives
- Responsible for advertising, scheduling showings, following up with feedback, providing updates to sellers, all internet entries on 20+ websites
- Responsible for aiding clients in the process of home buying or home selling
- Responsible for explaining all forms, contracts and inspections to clients
- Aiding in negotiating contracts terms
- Providing follow up after the transaction to ensure satisfaction
- Structure and implement office organizational systems for clients
- Responsible for answering phones, setting up appointments with clients and Realtors, following up using homefeedback.com, keeping up websites, inputting listings on 20+websites
- Responsible to provide assistance with certain errands
- Responsible for composing ads, submitting online and maintaining ads
Education
2010, University of Kentucky, Lexington, KY
2005, A Pass Weikel, Real Estate Licensing Course, Lexington, KY
2000-2001, University of Kentucky, Lexington, KY
1996-2000, Henry Clay High School, Lexington, KY
References
Connie Morton, Realtor, Bluegrass Sotheby's International Realty, 859-***-****, *******@***.***
Carla Hisle, Sales Manager, RE/MAX Creative Realty, 859-***-****, ******@*****.***
Ali Bodager, Residency Coordinator, Radiation Medicine, UK, 859-***-****, ******@*****.***.***
Christine Merriman, Area Manager, Valvoline Instant Oil Change, 859-***-****, ************@***.***
Skills
University of Kentucky Healthcare:
RSS Booking, RSS Advanced Booking, PM Registration, ACE/AIM Registration, SCM, AIM, RevRunner, Medicaid Healthnet
General:
Microsoft Office (all components), Adobe Photoshop, Adobe Illustrator, Web Applications (linkedin, facebook, postlets, craigslist, etc), Visual Tour Program, proficient with both PC and MAC computers, fast learner, able to problem solve, multitasking, self motivated and self starting
Volunteer Experience
Makenna Foundation 2005- current
Teacher: RE/MAX Creative Realty " Beginning Facebook Class for Agents
Interests/Activities
Bikram Yoga, Dance, Outdoor Activities, Animals, Reading, Real Estate, Learning, Food/Wine, Fashion, Knitting, Creative Writing and Photography
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