Client Services - Medical
Resume:
****A Mickle Avenue
Bronx, NY *****
*********@*****.***
DELMA TOWNSEND
PROFILE
Strategic-minded individual with over sixteen years of experience working as a Client Service Specialist/Manager. In depth knowledge of managing clients’ accounts and ensuring total satisfaction at all times. Hands on experience of ensuring service excellence of self and team. Conversant with strategic planning and implementing of core customer service plans.
AREAS OF EXPERTISE
Customer Service Management
Front-End Supervision
Complaint Handling & Resolution
Communication Skills
Operations Management
Teambuilding & Training
Customer Satisfaction Enhancement
Payroll Management
Client Orientation
Staff Recruitment
EXPERIENCE
CLINICAL INPUT SPECIALIST, INHEALTH SYSTEMS & SERVICES – ATLANTA, GA
January 2014 – Present
Clinical data entry of electronic medical records for several accounts and ensure accuracy of each record entered into specific fields of the document.
CLIENT SERVICES MANAGER, INHEALTH SYSTEMS & SERVICES – ATLANTA, GA
February 2010 – August 2014
Supervised and managed Account Specialists.
Ensured that the daily workflow of medical records was distributed to over 250 clients within the contractual timeframe.
Assisted with the implementation of new accounts.
Ensured accuracy of instructions for the internal intranet by providing written and verbal guidance to the Account Specialist Team.
Provided the management team with updates and concerns of each client in weekly meetings.
Performed quarterly review of the Account Specialist Team and distributed bonuses accordingly.
Performed quarterly client satisfaction calls and resolved all outstanding issues.
SR. ACCOUNT SPECIALIST, INHEALTH SYSTEMS & SERVICES – ATLANTA, GA
November 2001 – February 2010
Supervised and managed transcription services and medical records for physician and hospital facilities.
Coordinated and delegated the day-to-day operations and workflow for Medical Transcriptionists.
Reviewed, processed and edited information daily for medical records and distributed to clients through various platforms.
Notified senior management of any possible risks of decline in productivity.
Addressed and resolved complaints and account issues with clients in a timely manner.
Administered and analyzed department quarterly client surveys to ensure client satisfaction.
Provided feedback to clients on improved and new services.
Analyzed and reported performances of medical transcriptionists to senior management.
EDUCATION
GREATER NEW YORK ACADEMY – WOODSIDE, NY
COMPUTER SKILLS
Microsoft Word, Excel, PowerPoint and Outlook.
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