Call Center Scheduling Coordinator

Dior Lo

****.****@********.****.*** 646-***-**** https://www.linkedin.com/in/diorlo

New York, NY 10030

EDUCATION

Hunter College

Bachelor’s Degree- Major: Sociology / Minor: Psychology New York, NY Certificate of Academic Achievement: Dean’s List, 50+ Credits with a 3.7+GPA 2018-2021 Certificate of the LEAD program: New Women New Yorkers Borough of Manhattan Community College New York, NY Associate’s Degree - Major: Liberal Arts 2016 - 2018 Certificate of Academic Achievement: Dean’s List, 3.00+GPA Wolof Language translator certificate New York, 2018 EXPERIENCE

Mount Sinai Icahn school of Medicine/Hybrid Remote New York, NY Medical secretary/registrar/Scheduling coordinator/call center 6/2021-Present

● Scheduling FPA appointments, consultations, and follow- up appointments for patients

● Greeting patients via telephone, entering and updating their insurance, run it electronically by making sure it is eligible and active/demographics in the practice management system

● Verifying insurance coverage prior to patient’s appointment and advising patients of any required insurance referrals or authorizations

● Processing/updating HIPAA-related paperwork and other institutional forms as necessary

● Collecting or retrieving referrals or insurance authorizations for procedures and tests ordered by an attending physician

● Scheduling surgeries/procedures or working in conjunction with Surgical Coordinator in verifying times with patients

● Answering phones for the practice, includes taking detailed clinical phone messages for physicians or advanced allied healthcare providers

● Following all HIPAA and any other governmental or state agency requirements regarding the appropriate handling of PHI documents and information

● Initiating reminder phone calls for next day appointments

● Providing necessary instructions and/or directions to FPA practice locations Bank of New York Mellon/Call Center/Remote New York, NY Agent representative 8/2021-5/2022

● Records details and responds to customer verbal and/or written inquiries

● Help shareholders with paperworks such as transfer of assets, add/remove beneficiaries

● Assist shareholders with new funds position, change/adding bank informations, tax forms request

● Investigates and corrects errors in shareholders accounts and statements

● Help shareholders make purchases, withdraws and contributing money into their accounts

● Coordinates and expedites shareholders inquiries to other departments for resolution Mount Sinai Beth Israel New York, NY

Scheduler/Registrar 1/2021-10/2021

● Greet all patients professionally and courteously

● Responded to and resolved all patients service requests

● Input patient's chart notes, insurance cards and make sure it is verified before checking them in

● Check in patients and employees once they come in, and addressed their questions/ issues efficiently

● Performed data entry in COVID vaccination pod, provided phone and clerical assistance as required

● Check the patient out when they leave the building, and schedule their upcoming appointment

● Scan documents, makes copies, and stored any medical records with accuracy and confidentiality Pret A Manger New York, NY

Customer Service Associate and team leader 8/2018-5/2020

● Greeted and served customers, politely in an engaging manner, delivering outstanding service

● Entering the data of the supplies needed into the company website

● Managed stock and financial manners in full compliance with regulations and standards

● Dealing with deliveries, supplies making, and communicating safety practices Law Offices of Evelyn T. Tucker New York, NY

Legal Assistant 5/2017-8/2018

● Answered incoming telephone calls, and recorded accurate messages

● Greeted and directed guests warmly and notified the lawyer that visitors were waiting

● Performed general administrative responsibilities such as data entry, copying, faxing, and scanning

● Filled out legal documentation forms (e.g. Citizenship application, Green card application, etc.) Strive for success at BMCC/Remote New York,NY

Student Success Leader/College Coordinator 2016/2017

● Ensured students were in a good academic standing

● Checked with students frequently about their academic and personal problems

● Helped first year and second year students renew FAFSA and register for classes

● Hosted workshops and developed a theme in which student will learn from Pioneer/Fine Fare Supermarket/Key Food New York,NY Customer Service Associate 2014-2016

● Count the money and issue it to each cashier before they start

● Assist customers in finding the products they are looking for

● Handle EBT, cash, debit and credit card transactions; process WIC payments

● Maintain a clean workspace, reshelve products that were not purchased SUMMARY OF SKILLS

● 6+ years of customer service experience

● 6+ years of administrative experience; 3+ years of Child Care services

● 3+ year of remote experience using Signal Wine,Cisco, Epic, Avaya

● 3+ years of leadership, demonstrating ownership, showing empathy, managing up, detailed oriented, determined, giving blameless apologies, being more confident, and being an active listener

● Proficient in Microsoft Office (Word, Excel, Team, outlook, and PowerPoint, EPIC, Cisco)

● Fluent in French and Wolof (Speaking, Reading, Writing, Understanding)

● Other program platforms such as CRM, AVAYA, Image, HUB, Google Sheet

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