Customer Service Sales

*

Tracy Klements

*** ** **** ******; Homestead, Florida 33033

Cell: 786-***-****

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

PROGRAM DEVELOPMENT / TEAM DEVELOPMENT / PATIENT ADVOCACY / SALES OPERATIONS

RESULTS-DRIVEN LEADER: Offers 15+ years of leadership experience in driving operations of customer service excellence programs and rendering exceptional oversight in staff development, business relations, program development, and fiscal management. INNOVATIVE ANALYST: Ability to foresee complex problems and implement program improvements.

ARTICULATE COMMUNICATOR: Possesses exceptional interpersonal, written, and verbal communication skills.

SAVVY COLLABORATOR: Track record in fostering and nurturing relationships with internal and external stakeholders.

PROVEN MENTOR AND TRAINER: Adept at building and sustaining high-performing, engaged, and client-focused teams.

PROFESSIONAL HIGHLIGHTS:

•Leadership & Training •Strategic Planning •Executive Presentation & Negotiation

•Staff Development •Management •Budget Management & Forecasting

•Service Excellence

•Regulatory Compliance

•Operations Management

•Contract Management

•Expenditure Control

•Program Oversight

•Business Relations

•Vendor Relations

•Financial Planning & Development

•Client Relationship Management

•Event Planning & Organization

•Cross-Functional Leadership

Employment:

Baptist Hospital of Miami 2007 - 2015

Manager/Supervisor Patient Guest Services, Concierge Services

Responsible for overseeing the overall functioning of the Department of Patient Guest Services and Concierge Services in the provision and maintenance of service excellence throughout the organization.

Provide information, consultation and professional support to leadership and frontline staff in relation to patient concerns and conflict resolution to assure timely, successful service recovery.

Coordinate the patient/visitor complaint management system in order to track, trend and report feedback to leadership for continuous improvement actions. Develop and monitor department’s statistical system.

Worked directly with TJC, AHCA and HIPAA representatives concerning patient grievances and complaints. During tenure successfully meeting all standards with regulatory guidelines.

Develop, implement and maintained written policies and procedures in accordance with applicable laws and regulations. This included developing a system wide program for LEP patients and Deaf Patients.

During tenure assist the hospital and department to meet patient and employee satisfaction, HCAHPS and Gallup goals. Successfully reaching above the 90th percentile. 1

Baptist Hospital of Miami 1999 - 2007

Senior Patient Representative, CFSPR,

Proactively visit patients and family to ensure superior care is being provided.

Acted as a Liaison between Administration and Patient/Guest to concurrently follow-up, investigate and document complaints, grievances made by patients/guest.

Successfully implemented and developed appreciation events for employees of 400 plus. Baptist Hospital of Miami 1996 - 1999

Patient Financial Representative

Pre-register/register patients for medical services.

Verified insurance benefits and pre-certify insurance as required for inpatients and outpatients.

Notify PMD concerning patient admissions, transfers and expirations. Placed orders for physicians. Kathleen Sellers 1993 -1996

Administrative Assistant,

Composed and processed reports, memos, and correspondences for administrator.

Charted sales, commission, and customer based performances of sales representatives.

Data entry, accounts receivable, payable, and reconciled bank accounts. Units 1991 - 19936

Store Manager,Retail Apparel

Duties pertaining to retail sales, recruiting, hiring, training, motivating, and evaluating staff.

Managed inventory, ordering, quality control.

Executed marketing, merchandising, and promotional events.

During tenure successfully reached all sales goals with an increase up to 50-Percent. Jordan March/Ulta Cosmetics 1989 -1991

District Account Coordinator

Provided team leadership and direction for 30 employees at 15 Department Store locations.

Oversaw sales, inventory, ordering, customer service and quality control.

Developed “Excellence in Sales” Training Course.

During tenure district sales increase by 33-percent. EDUCATION:

Certified Patient Representative

Courses: Strategic Management, Entrepreneurial Strategy, Service Excellence, Sales Management, Finance and Budget, Crisis Intervention, Discharge Planning and Case Management, Trauma, Patient Rights, Ethics and Confidentiality, Cultural Diversity, Bereavement, Health Law, Medical Terminology. SKILLS: Proficient in Microsoft Word, Outlook

PROFESSIONAL AFFILIATIONS:

Florida Society Patient Representative (President Elect) Florida Health Care Associates

SHCA

Youth Mentor for teens of our future

REFERENCES AVAILABLE UPON REQUEST

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