Customer Service Medical

Marie Henry

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* ********* ******, ********, ** L6R- 0P1- 647-***-**** -

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

Medical office Assistant

Highly dedicated and results-oriented professional with over 10 years of

Administrative and Customer Service experience. A well respected leader and

team player, who role models efficiency, organizational and exceptional

communication skills. Throughout my career I have become accustomed to

detail-oriented, target driven and high pressure environments, where I have

been recognized for my strong ability to identify issues & resolve problems

and meet all established deadlines, all while maintaining a professional

demeanor and a high degree of quality and service delivery. I have proven

ability benchmark level and successes, proven certificates and excellence

awards of merit.

Service & Results Oriented ~ Highly Analytical ~ Resourceful

assets at a glance

V Administrative Support

V Medical Terminology

V Time Management

V Conflict Management

V Complaint & Dispute Resolution

V Interpersonal skills

V Multi-tasking skills

V Ordering of Medical Supplies & Equipment's

V Medical Reception

V Supervision & Training

V Leadership & Teamwork

V Excellent Telephone Etiquette

V Multi-Level Communication

V Client & Customer Service Skills

V Ability to handle confidential information

V Accounting

V Negotiating

V Accounts Receivable

Education

Medical Office Assistant diploma

TriOS College

August 2013 - April 2014

Coursework:

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook,

Business Communication, Career Management, Anatomy, Physiology, and Medical

Terminology, Pathology and Pharmacology, Interpersonal Communications and

Client Service, Introduction to Medical Transcription, Healthcare

Fundamentals, Practice Management, Medical Office Assistant Clinical

Procedures, OHIP Billing & Coding (ABELMed), CPR Certified, Quick Books and

Accounting

Business Administration Diploma

Seneca College of Applied Arts and Technology

1994 -1996

Technical Capabilities

. Microsoft Office Applications

V ABELMed

V DMS (Document Management System)

V TRIAG Tool

V CHRIS (Client Health Relation Information System)

V 40 WPM

V AR 2000 & AS 400

V ICM

V VISION 21

V CMS

V CCMail

V Windows NT

V RSPRINT

V ELECTRONIC MAIL

V Professional synopsis

Central West CCAC - Community Care Access Centre

Team Assistant - Internship (Client Services) April

2014 - May 2014

. Prepared documents (requisitions, service/supply/medical equipment

orders) for case manager authorization.

. Routed information between internal and external stakeholders

regarding client's service status, deliveries, discrepancies and

delays in provision of supplies, services or equipment.

. Managed telephone calls & addressed inquiries from clients' families

and service providers.

. Referred/transferred calls to case managers and or other appropriate

individuals.

. Sorted & distributed inter-office Mails, handled parking passes, put

together welcome packages, booked appointments for managers for

meetings, and scheduled rooms for interviews. Answering & directing

calls

. Effectively dealt with competing demands from nurses & doctors and

ensured that orders were sent out in a timely fashion.

. Accurately processed medical supply orders from community nurses and

care coordinators within the organization.

ROGERS COMMUNICATIONS INC.

Business Analyst - Vendor Performance Management Oct 2006 - June 2012

. Provided analysis and reporting for NCO and AIC with regards to Next

Steps, coaching, random calls, outbound/inbound data, collection

tracking, and credit card reports.

. Identified, understood and consolidated reporting requirements,

providing effective solutions based on requests and feedback from

leadership, cross functional groups, as well as strategic and business

analysis.

. Accountable for all up to date reporting and provided reports to

vendors and internal staff by required due dates.

. Produced detailed reporting and analytic designs, specifications and

validations.

. Provided clear and direct communication as it related to business

intelligence and reporting.

. Effectively managed and resolved customer account issues and inquires

via email and telephone.

. Actively identified reporting based challenges within the vendor

landscape in order to innovate and improve the reporting status quo.

. Gathered, validated and transformed data from various sources to

explain business trends, opportunities and behaviors'.

. Collected inbound data tracking reports for NCO, AIC, (Allied

International Credit) Fido, & Rogers.

. Managed various reporting aspects for both outsource vendors and

specific reporting on SLA'S which was always met on cash collected,

Credit Card report, Inbound agents reports, and Vendor Issues.

. Led and facilitated structured business intelligence review meetings.

ROGERS TELECOM INC. (Formerly Sprint Canada Inc.)

Final Retention Management Associate Sept 1999 - Sept 2006

. Daily auditing of accounts to approve, decline or defer service

restrictions on a daily basis.

. Blocking and Unblocking of client services for long distance, local and

toll free accounts.

. Printed customer notices and verified data within system to ensure that

no payment arrangements have been made.

. Reviewed incoming proof of payments for restoration of service or

payment investigations.

. Followed up on reports for credit card declines, direct debt reversals

& returned cheques.

. Tracked daily statistics for weekly Productivity Report.

. Followed up on return mail and coverage of outbound queue -

Receivership, Bankruptcy and Proposal Reports.

. Assisted with data entry of credits/debits & completion of tickets for

customer updates.

. Worked in liaison with third party agencies to determine soft or hard

contact collection.

. Audited third party outsources companies ensuring RTI collection

activities were maintained and guidelines were followed.

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