Customer Service Data Entry

Susan McDonough

Surprise, AZ ***** 856-***-**** *****@*************.*** Bold Profile

SKILLS

Sales Expertise

Data Entry

Verbal and Written Communication

Team Oversight

Market and Competitive Analysis

CRM software proficiency

Compelling Leadership Skills

Recruiting and Hiring

Sales Coaching

Sales Presentations

Patient Engagement

Customer Service

Referral Marketing

Print advertising.

PROFESSIONAL SUMMARY

Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in EPIC. Organized Patient Service Representative Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations. Highly focused sales and marketing professional with solid background in driving revenue growth and implementing strategic marketing initiatives. Known for fostering collaborative team environments and consistently achieving target goals. Excels in adaptive planning and leveraging market insights to maximize impact.

WORK HISTORY

PATIENT SERVICES REPRESENTATIVE 07/2023 to 04/2024

Neighborhood Outreach Access to Health Phoenix, AZ

Verified insurance eligibility and coverage for patients. Entered all of patient data into electronic medical record system. Managed customer service inquiries via telephone and through email.

Provide exceptional customer service to patients, answering questions and addressing concerns.

Filed and maintained patient records in accordance with HIPAA regulations.

Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution. Ability to de-escalate patient concerns and provide appropriate service recovery. Elevate voice of patient opportunities to Supervisors for implementation in training and/or centralized knowledgebase.

DIRECTOR OF SALES AND MARKETING 01/2020 to 01/2021

Casa Del Rio Independent Living Peoria, AZ

Generated sales in the community by hosting several events for prospects and for professionals every month.

Facilitated business by implementing practical networking techniques.

Documented all customer inquiries and contact into our CRM system.

Developed new relationships with professionals in the area through aggressive networking.

Provided weekly and monthly detailed reports to management tracking the sales pipeline.

Implemented relevant training for all employees to ensure professional tours were being given.

Handled 30+ incoming calls and emails per day, qualifying prospective residents, determining their needs, and securing tours.

Created lasting relationships with over 60 tenants, improving renewal rates 95% existing leases.

Director of Sales and Marketing

Casa Del Rio Independent Living Peoria, AZ 01/2020 - 01/2021

Generated sales in the community by hosting several events for prospects and for professionals every month.

Facilitated business by implementing practical networking techniques.

Documented all customer inquiries and contact into our CRM system.

Developed new relationships with professionals in the area through aggressive networking.

Provided weekly and monthly detailed reports to management tracking the sales pipeline.

Implemented relevant training for all employees to ensure professional tours were being given.

Managed 30+ incoming calls and emails per day, qualifying prospective residents, determining their needs, and securing tours.

Created lasting relationships with over 60 tenants, improving renewal rates 95% existing leases. Business Development Representative Home 01/2016 - 01/2017 Instead Senior Care - Philadelphia, P

BUSINESS DEVELOPMENT REPRESENTATIVE 01/2016 to 01/2017

Home Instead Senior Care Home Care Philadelphia, PA

Expanded business through effective network development, identifying new, and prospective clients. Often revitalizing relationships that led to one professional who hadn't referred in over 6 months to refer 4 people within one month.

Provided community education by doing at least 2 presentations a week combined with visiting social workers, senior centers, doctor's offices to explain the services that we offered and how we could work together to better serve their patients.

Used local websites and email marketing to help educate area professionals and the community on our services and options.

Expanded business through effective network development, identifying new, and prospective clients.

SALES AND MARKETING DIRECTOR 01/2014 to 12/2015

Symphony Manor Feasterville, PA

Cultivated and maintained rapport with customers by handling all inquiries thoroughly and professionally.

Increased census from 50 to 72 residents within first six months.

Implemented comparison tables of products and services by researching product pricing, ratings, and performance.

Uncovered and qualified prospects and sales opportunities in targeted markets using external resources.

Examined marketing material with the consumer perspective in mind to increase sales and expand key client base.

Achieved sales goals and service targets by cultivating and securing new customer relationships.

DIRECTOR OF RESIDENT SERVICES 01/2012 to 01/2013

Harbor View Towers Philadelphia, PA

Increased lead generation from 1 to 6 leads per week by developing and implementing strategic community outreach.

Established effective tracking system to maintain pertinent information on prospects.

Recruited new Dining Services Director and Activities Director.

Established familiarity and rapport with residents to effectively gain service feedback and understand residents' needs and preferences.

Worked to build relationships with customers and built potential for additional sales through referrals.

MARKETING DIRECTOR 01/2005 to 01/2010

Bright View Senior Living Formerly Sunrise Senior Living Mount Laurel, NJ

Collaborated with team to transition building over to new company while maintaining census through distracting time.

Assisted in restructuring of financials and new community layout.

Responsible for coordinating all day-to-day operations.

Recruited and managed administrative staff of eight (8).

Increased census to 100% capacity, within only six (6) months; continued to maintain 100% or above occupancy.

Responsible for running the community when Administrator was out of office.

APPRAISAL COORDINATOR-HELP DESK REPRESENTATIVE

05/2001 to 03/2004

Cendant Settlement Services Moorestown, NJ

TELLER/HEAD TELLER 06/1997 to 05/2001

Beneficial Saving Bank Philadelphia, PA

EDUCATION

No Degree Business Management

Peirce University, Philadelphia, PA

AWARDS

· Awarded President's Club for achieving 100% or above in occupancy and generated at least 1 million dollars over budgeted revenue for three consecutive years

ACCOMPLISHMENTS

Symphony Manor formerly The Arbors at Bucks Run

• Increased census from 50 to 72 residents within first six months.

• Developed and implemented strategic community outreach program for reputation challenged property.

• Played key role in rebranding of the community.

• Created and nurtured relationships with key professionals (geriatric care managers, discharge planners/social workers at hospitals and rehabs, physicians, assisted living and independent living communities) which led to 3 professional referrals per week which converted to move ins

• Increased attendance of professional events from 5 to 30 per event

Harbor View

• Increased lead generation from 1 to 6 leads per week by developing and implementing strategic community outreach, event and advertising program which include CEU programs, open houses as well as generating qualified move ins by developing relationships with key professionals (geriatric care managers, discharge planners/social workers at hospitals and rehabs, physicians, etc.).

• In a one-year period averaged 5 move-ins per month which increased occupancy from 45% to 80%.

• Community went from 0 professional referrals per year to 25 in a one-year period.

Sunrise of Mount Laurel

• Increased occupancy from 72 to 98 residents within 6-month period.

• Maintained at least 95% Occupancy including a waitlist for 5 years

• Awarded President's Club for achieving 100% or above in occupancy and generated at least 1 million dollars over budgeted revenue for three consecutive years

• Responsible for all marketing activities including community outreach, events, advertising, etc.

• Responsible for re recruiting managing team of concierges

Pavilions at Forrestal

• Increased resident capacity by 60% in 10-month period. • Developed and implemented community outreach program for reputation challenged property.

• Responsible for overseeing entire move-in process from deposit to move-in.

• Excellent communication skills with various department heads

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