Customer Service Call Center

Simone R Lyles

513-***-**** ************@*****.***

**** **** *****, *******, ***** 76549

PROFESSIONAL SUMMARY

Dedicated professional with a bachelor’s degree, wanting a challenging position that will allow the use and growth of my administrative skills, interpersonal abilities and career advancement, by building trust with managers and employees to enhance a positive work environment and improve patient outcomes.

SKILLS

Exceptional organizational skills

Superior attention to detail and proof-reading

Strong written and oral communication skills

Outstanding interpersonal and adherence to high customer service standards

Team leadership and issue resolution skills

Accurately calculating, balancing and collecting skills

Proficient in Epic, Excel and other software

ACCOMPLISHMENTS

Completed Leadership Training Courses for advancement (2016)

Bachelor of Healthcare and Business Administration (2016)

Dialysis Technician Certification (2007)

Assisted in interviewing and developing new talent

Honorable Discharge – United States Navy (1990)

WORK HISTORY

Registration/Admitting Tri Health August 2023 – April 2024

Greet incoming patients, sign them in, update and verify patient demographics

Explain hospital policies that affect the patient

Take appropriate insurance information and co-pays when required

Answering questions of patients and potential patients calls or referring callers to nurses and doctors

Enter patient information into the hospital's computer system or updating EMR

Access Coordinator/Call Center Tri Health April 2022 – August 2023

Verify patient information (HIPPA), schedule and confirm appointments

Collections on patient accounts, provide updates and information about billing

Take customer calls and provide accurate, satisfactory answers to their queries and concerns

De-escalate situations involving dissatisfied customers, offering patient assistance and support

Guide callers through troubleshooting and navigating the company site for self-scheduling appointments and using MyChart

Collaborate with other call center team members to improve customer service

Simone Lyles Resume Continued

513-***-**** ************@*****.***

Appointment Coordinator Tri Health March 2021 – April 2022

Scheduling appointment for office providers

Verifying patient demographics

Completing patient registration

Communicating and coordinating patient messaging with providers

Customer service and problem resolution

Care Coordinator The Christ Hospital June 2019 – February 2021

Conduct pre-visit planning with patient prior to visit

Collaborate with physician to ensure appropriate follow up care for patient

Communicate regularly with patients to promote proactive health management

Educate patients about self-management to gain greater control of their health status

Schedule follow up appointments, regular visits and referrals

Collect and monitor data related to outcomes

Care Coordinator, FOCUS Program The Christ Hospital September 2018 – June 2019

Coordinate screening and linkage to care for patients with HIV/or HCV infections

Provide support for patients through education, referrals, consults and medication assistance programs

Promote retention in care by addressing barriers to attending office visits

Conduct development curriculum for weekly educational sessions around HIV/AIDS, Hepatitis and other STD/STI’s within the correctional systems

Perform testing and screening for HIV/AID’s and Hepatitis C within the correctional systems

Participate actively as a member of the FOCUS team by attending meetings, providing feedback and other duties as assigned

Administrative Assistant DaVita Inc February 2013 – September 2018

Assisted with interviewing and hiring staff, verify completion of training and competency exams

Organizing teammate work schedules, patient transportation and patient schedules

Developed innovative new employee orientation programs, including safety training

Ordered and distributed office supplies while adhering to a fixed budget

Meet and direct guest, deliveries and courier services to designated areas

Maintained and organized teammate and patient files

Dialysis Technician DaVita Inc August 2007 – February 2013

Interviewed patients to obtain medical information, weight, height, vital signs, etc.

Provide direct patient care under the direction of supervising licensed nurse

Monitored treatment parameters and accurately documented information

EDUCATION

Bachelor of Business Administration/Healthcare Management 2016 DeVry

MILITARY: United States Navy – Hospital Corpsman February 1984 - 1990

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