Customer Service Sales

Shane Prevost

Email: *********@********.***

Address: ***** ***** ****, *****, ** 33774

City: Largo

State: FL

Zip: 33774

Country: USA

Phone: 989-***-****

Skill Level: Experienced

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Shane M. Prevost

989-***-**** Largo, FL

*********@********.***

SUMMARY OF QUALIFICATIONS

Dedicated and experienced gentleman who has proven his ability to establish strong relationships in a number of health care settings resulting in improved patient outcomes and increased associate engagement.

Strong interpersonal communication skills and public relations experience effectively assisting patients and families in acute distress regardless of socioeconomic backgrounds, age group or mental status.

Experienced in Patient Relations System database management, Microsoft Outlook, Microsoft Office and other programs as needed.

Experienced identifying root cause of grievance and communication with appropriate parties ensuring timely resolution in accordance with CMS guidelines.

Experienced instilling confidence in members of the medical staff, associates and hospital leadership by demonstrating an ability to comprehend, analyze, problem solve and resolve complex situations involving multiple departments.

Experienced documenting complaints, grievances and compliments from patients and visitors in order to compile monthly and quarterly reports to be evaluated by members of medical center leadership for quality improvement purposes.

Experienced consulting Director of Risk Management, VP of Administrative & Legal Services and Customer Service Consultant regarding significant patient concerns, allegations of quality of care issues, and threats of litigation.

Experienced conducting routine rounds in designated patient care areas in order to identify and respond effectively to patient or visitor concerns or unmet needs that are brought forward from their hospital experience.

Experienced in leading Patient Rights Team, Patient Centered Communications Team and Lost and Found team in order to improve customer service and ensure compliance with elements of performance defined by TJC.

Supervisor of over 30 Volunteer Patient Advocates.

Responsible for installment, education and maintenance of telephone interpretation services and Special Patient Communication needs.

Strong writing skills used to convey concerns and resolve problems.

PROFESSIONAL EXPERIENCE

PATIENT LIAISON August 2008 - June 2012

St. Mary's of Michigan, Saginaw, MI

Accomplishments: Content development of inpatient brochure, outpatient brochure, and visitor brochure. Instrumental in the development, initiation and continued education for St. Mary's of Michigan FIRST SERVICE initiative. Resolution of over 800 patient/visitor complaints and grievances. Education to avoid loss of patient belongings. Monthly Patient Liaison and Risk Management orientation. Developed high reliability training video illustrating error prevention techniques. Facilitator for Faith in Healing Conference. Initiated Flower Power program. Instrumental in development of the ARK (Acts of Random Kindness) cart and Co-founder of the Sunshine (optimist club).

SURGICAL TECHNOLOGIST June 2004 - August 2008

St. Mary's of Michigan, Saginaw, Michigan

Accomplishments: Instrumental in writing the content for the Customer Service Handbook, the customer service pledge and the "Treat em Like Gold" associate satisfaction improvement contest for leadership development.

SERVICE REPRESENTATIVE 2003 - 2004

Surgical Resources/Stryker Agent Tri-Cities, Michigan

Accomplishments: Instrumental in enabling senior partner to be recognized as the highest volume knee implant salesman for Stryker Orthopedics in the United States.

SALES ASSOCIATE 2000-2003

Stryker/Howmedica/Osteonics of West Florida Tampa, FL

Accomplishments: Instrumental in $1M increase in sales of Trauma/Reconstructive implants in one year. Developed global training protocol for new sales associates.

ORTHOPEDIC ASSISTANT 1996-2000

Orthopedic Associates of West Florida, Clearwater, FL

Accomplishments: Successfully managed Dr. William Kilgore's clinic and surgery schedule until his retirement from surgery in 2000. Patient education and rounding.

EDUCATION

Bachelors of Arts Degree in Business Management/Marketing, Eckerd College, St. Petersburg, Florida

AWARDS

* Angel of the Month, April, 2008

* The Commendation Medal for Superb Surgical Performance, 1990

* Good Conduct Medal, 1989

* Certificate of Achievement for Outstanding Leadership in 1986

Contact this candidate