Customer Service Sales

DEBORAH BELLO

***** ******** ******, **** *****, FL 33428, 954-***-****, **************@*****.***

EXPERIENCE

*/*/**** ** */11/2016 Comfort Medical, LLC Coral Springs, FL SALES ADMINISTRATOR

Founded the role of Sales Administrator, which assists sales agents and Physician Relationship Specialists in all steps of the intake process to ensure same-day shipment of new orders

Trained six (6) new teammates in the Sales Administrator role, including four (4) teammates in Manila, Philippines (using remote training techniques)

Processed all incoming faxes (either prescriptions or new customer referrals) from physicians’ offices, verifying adherence to strict internal criteria structured to ensure adherence to Medicare’s guidelines for detailed written orders

Monitored an internal FQA (“fail quality assurance”) queue that indicates an order cannot ship as part of a stringent intake checklist intended to minimize risk of non-adherence to Medicare guidelines; monitoring of this queue entails addressing the reason the order failed to ship

Initiated contact with customers regarding insurances, demographic information clarifications, physician changes indicated by physicians’ offices, etc.; i.e., filled in any documentation gaps in the intake process for new customers in the event of any missing steps on the part of the sales agent

Contacted home health agencies to verify discharge dates of prospective customers to ensure non-overlap of service dates

8/6/2012 TO 12/31/2015 Comfort Medical, LLC Coral Springs, FL PHYSICIAN RELATIONSHIP SPECIALIST

Founded the role of Physician Relationship Specialist, which focuses on establishing a rapport with physician offices in order to expedite the receipt of an authorizing prescription and corresponding progress notes, both of which are required before placing an order

Trained seven (7) new teammates in the Physician Relationship Specialist role

Coaxed physicians’ office staff to correct any non-Medicare-compliant errors or omissions on any medical document intended in order to authorize a shipment

Contacted home health agencies to obtain a discharge letter for mutual customers

Conducted exclusive User Acceptance Testing (UAT) in collaboration with the VP of Operations on a home- grown document management software called Papyrus, which builds dynamic prescriptions based on order data collected at the time of the sale and posted valid and complete prescriptions into customer accounts by updating new meta-data upon review

Capitalized on positive interactions with physicians’ office staff (“gatekeepers”) by referring the office to the Physician Relationship team, an in-house team that markets to physicians 4/1/2004 TO 8/1/2011 Med-Care Pharmacy Deerfield Beach, FL CUSTOMER SERVICE REPRESENTATIVE

Top sales performer in all available Durable Medical Equipment product categories, including erectile dysfunction therapy (i.e., vacuum therapy devices), heating pads, diabetes testing supplies, diabetic socks/shoes, urinary catheters, and back braces

Top employee trainer for new inbound agent hires

Facilitated customer enrollment following a Medicare-compliant intake process, which included qualifying potential customers based on insurance eligibility, verifying customer demographics and diagnoses, and informing them of Med-Care’s plan of service (e.g., insurance coverage, applicable costs to the customer, the refill process, setting shipment timeline expectations, etc.)

Assisted active customers (including walk-ins) with all customer service-related functions, including confirmation of refill shipments, exchanges in supply, rectification of shipment delays, product education, invoice explanation, etc.

Balanced a high volume of inbound calls while expediting superior customer service and creative problem- specific solutions

REFERENCES

References are available on request.

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