Unique M. Victors

**** ***** ** • Whiting, IN ***94 • 312-***-**** •ad11bn@r.postjobfree.com

I am a dedicated, energetic and self-motivated individual who would like to use my strong communication skills to provide excellent customer service on a dynamic team.

Professional Experience

August 2018 -Current

Lead Gastroenterology Scheduler, Advocate Aurora Healthcare

Chicago, IL

Greet patients as they contact the office by telephone, e-mail, and in-person.

Schedule Specialist appointments as per established policies and procedures.

Answer all incoming calls and route them to the appropriate staff as needed.

Liaise and coordinate with health care professionals about schedules, patients and any changes needed.

Accept and submit insurance claims and payments, as well as other billing duties.

Register all patients per registration protocols over the phone, and in person..

Make outgoing calls to patients, regarding making appointments for services offered.

Promote services by consulting, gathering information, and evaluating patient needs.

Work closely with other departments on appointment scheduling and services offered to ensure smooth patient flow and cut down on waiting time.

Respond to patients’ inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.

Explain the services available, payment categories, and billing procedures.

Write and edit documents from letter to reports and instructional documents.

Create and maintain filing systems, both electric and physical.

Coordinates daily activities of scheduling staff, as well as liaison as a professional resources.

Complete Prior Authorizations, as well as insurance verification for patient’s upcoming procedures.

Perform all other tasks related to patient care, and other areas of responsibilities.

November 2020 – Current

Immediate Care Temperature Screener, Advocate Aurora Healthcare

Chicago, IL

Perform temperature checks utilizing handheld infrared thermometer following approved process and maintaining safely and infection prevention processes including appropriate PPE.

Demonstrate strong customer service skills and communication effectively with guests and onsite team to provide temperature rechecks when patients/visitors arrives with elevated temperatures.

Provide compassionate and supportive communication techniques when patients/visitors display anxiety to proceed with temperature check process.

November 2016-August 2018

Contact Center Rep I, Advocate Aurora Healthcare

Rosemont, IL

Greet patients as they contact the center by telephone.

Schedule Primary Care Physician, as well as Specialist appointments as per established policies and procedures.

Answer all incoming calls and route them to the appropriate staff as needed

Register all patients per registration protocols over the phone.

Call patients to make appointments for services offered.

Promote services by consulting, gathering information, and evaluating patient needs.

Work closely with other department on appointment scheduling and services offered to ensure smooth patient flow and cut down on waiting time.

Respond to patients’ inquiries, requests, dispute over the phone, and route it to the appropriate department or staff.

Explain the services available, payment categories, and billing procedures.

Perform all other tasks related to Call Center Department areas of responsibilities.

February 2016-September 2016

Dispatcher I, Field Distribution, Clear Staffing Solutions

Bolingbrook, IL

Arranged shipments by checking stock to determine inventory levels; anticipated delivery requirements; placed and expedited orders.

Shipped items by examining items, destination, route, rate, delivery time; ordered carriers.

Verified items shipped by matching bills of lading; reconciled quantities; noted discrepancies.

Kept customers informed by forwarding notice of item availability, shipment date and method, and status of product; answered questions.

Replaced damaged items, shortages, and miss shipments by determining optimal response of replacement or credit.

Protected organization reputation by keeping pricing, promotion, purchase order, and credit-limit information confidential.

Updated job knowledge by participating in educational opportunities.

Accomplished organization goals by accepting ownership for accomplishing new and different requests; explored opportunities to add value to job accomplishments.

March 2014-December 2015

Customer Service Representative, Xerox Business Solutions

Bolingbrook, IL

Responded to telephone inquiries and complaints using standard scripts and procedures.

Gathered information, research/resolve inquires and logs customer calls.

Communicated appropriate options for resolution in a timely manner.

Informed customers about services available and assesses customer needs.

Provided functional guidance, training, support and assistance to lower level staff.

Monitored priority of calls to escalate calls to assure resolution of problems.

Prepared standard reports to track workload, response time and quality of input.

Assisted in planning and implementing department goals, and make recommendations to management to improve efficiency and effectiveness.

Education

Bachelor Science of Business Management, Grand Canyon University - Current

Skills

Microsoft Access Microsoft PowerPoint Print Shop Teacher’s Strategies

Microsoft Excel Microsoft Works Print Shop 11 Oracle R12

Microsoft Outlook Microsoft Word Corel Word Perfect Flowcast

OpenTouch CSuAgent AMG CliniCare SharePoint Knowledgebase

EPIC

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