Customer Service Patient Care

SHARON ROYAL

Saint Louis, MO ***** 314-***-**** ******.*******@*****.***

CUSTOMER SERVICE PROFESSIONAL with emphasis in customer advocacy in diverse fields of customer service, dedicated and committed, willing to take on challenging roles, tough assignments and work with in tight deadlines. Also have an extensive background in identifying customer needs and resolving complex issues. High enthusiastic natural leader, excellent skills in multi-tasking and relating to individuals at all levels. SKILL SETS/STRENGTHS

● 45 WPM

● Internet Explorer/Email

● Microsoft Office Products

● Multi-line Phone Usage

● Organized

● Quick Learner

● Team Player

● Decision Maker

● Problem Solving Skills

● Leadership Development

● Risk Management

● Safety Oriented

● Customer Service

● Time Management Skills

● Flexible

● Trustworthy

● Attention to Details

● Goal Setting

Professional Experience

Patient Care Coordinator

Urology of St. Louis – St. Louis, MO

September 2023 – Present

● Coordinate patient care by scheduling appointments, managing referrals, and ensuring seamless communication between patients and medical staff.

● Implement and monitor patient care plans, including tracking progress and making adjustments to meet patient needs effectively.

● Act as a liaison between patients, healthcare providers, and insurance companies, resolving issues related to patient care and benefits.

● Maintain accurate and up-to-date electronic health records (EHR) and ensure compliance with HIPAA regulations and healthcare standards.

● Provide patient education on treatment options, procedures, and lifestyle modifications, enhancing patient understanding and engagement.

● Collaborate with a multidisciplinary team to optimize patient outcomes and streamline care processes.

Customer Service Specialist

Lumeris – St. Louis, MO

November 2020 – September 2023

SHARON ROYAL

Saint Louis, MO 63134 314-***-**** ******.*******@*****.***

● Delivered high-quality customer service to a diverse client base, addressing inquiries, resolving issues, and providing information on products and services.

● Assisted customers with navigating healthcare plans, benefits, and claims, ensuring accurate and timely resolution of issues.

● Managed complex customer interactions, including handling escalations and implementing solutions to improve customer satisfaction.

● Maintained detailed records of customer interactions and transactions, leveraging CRM systems to track and manage service requests.

● Collaborated with cross-functional teams to enhance service delivery, improve processes, and develop strategies for addressing common customer concerns.

● Conducted follow-up communications to ensure customer satisfaction and to gather feedback for continuous improvement.

Area Coach

KFC Slater Enterprise – St. Louis, MO

February 2009 – November 2020

● Supervised and managed multiple KFC restaurant locations, ensuring adherence to company standards and operational excellence.

● Trained, developed, and mentored restaurant managers and staff, focusing on performance improvement, customer service, and operational efficiency.

● Implemented and monitored quality control procedures to ensure high standards of food safety, cleanliness, and service.

● Analyzed financial reports and key performance indicators (KPIs) to drive business decisions, optimize operations, and achieve profitability goals.

● Coordinated and executed marketing and promotional activities to increase brand visibility and drive sales growth.

● Resolved customer issues and complaints effectively, improving overall customer satisfaction and loyalty.

● Fostered a positive work environment and culture, leading to high employee retention and engagement.

Education

High School Diploma

Hazelwood East High School – St. Louis, MO

Graduated: 2003

SHARON ROYAL

Saint Louis, MO 63134 314-***-**** ******.*******@*****.*** Reference Available Upon Request

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