Referral Specialist Service Representative

Shayla Johnson

Oklahoma City, OK *****

ado53h@r.postjobfree.com • 405-***-****

Referral Specialist

Unwavering patient service commitment skilled in meeting goals and objectives, building productive relationships, communicating at all levels, resolving complex issues

— Areas of Expertise —

Patient support Physician and Patient liaison New Hire Orientation

Communication Strategic Planning Staff Development & Coaching

Relationship Management Regulatory Compliance Problem Resolution

— Career Accomplishments —

‘Delivering the Difference Award’ for meeting quality, average handle time, net promoter score standards

Improved productivity and customer satisfaction by maintaining open communication

Successfully increased pen rate and close rate

Professional Experience

Northwest Pediatrics of Oklahoma

Referral Specialist Oklahoma City, OK

11/2018-Present

Ensure patients have been cleared for specialty services office visits. Resolve per-certification registration and case-related concerns prior to a specialist appointment. Gather pertinent information from doctors, insurance carriers and other staff when needed. Provide support to other staff when needed, administrative components for clinical referrals. Act as a liaison between physicians and parents.

NTT Data Oklahoma City, OK

Data Load Processor 03/2017 –11/2018

Load Healthcare provider contracts with the correct product as well as update demographic information.

The Hartford Oklahoma City, OK

Senior Service Representative 06/2009 – 10/2016

Served as the initial point of contact for customers, responding promptly and courteously to customer inquiries, questions, and requests. Actively listened and responded articulately to customer needs and applied business knowledge to assess and route information/calls accordingly and performed effective troubleshooting to resolve problems, complaints, and issues. Handled processing of home and auto insurance policy changes as needed. Prepared and maintained accurate paperwork and documentation for clients. Provided superior customer experiences while maintaining a high level of professionalism and productivity.

Key Accomplishments:

Achieved ‘Delivering the Difference Award’ for producing above and beyond work on key behaviors: Quality, Average Handle Time, Net Promoter Score.

Modified communication style to provide a positive, consistent, empathetic, and thorough customer experience.

Optimized productivity and customer satisfaction by maintaining open communication with all colleagues and managers.

Recognized for owning an outstanding, clear, and professional telephone etiquette.

Dell Financial Services Oklahoma City, OK

Coach 10/2004 – 01/2009

Influenced Dell sales environment to help maximize use of products by effectively training and onboarding hires on the Dell Financing Product, as well as continued training once on the floor i.e. new promotions, changes in interest rates, etc. Delivered training and coaching to improve Dell reps closing techniques that increased the penetration, overall submission, and call to submission ratio of products into appropriate segments total sales. Raised effectiveness of Dell reps on applications and processes. Tracked daily progress of assigned reps and teams. Monitored calls for correct product positioning and to avoid misleading the customers. Provided weekly updates on reps not hitting certain targets.

Key Accomplishments:

Performed analysis of trends and designed solutions to improve performance.

Increased pen rate and close rate by managing relationships with sales teams and management.

Education

Bachelor of Arts in Sociology

University of Central Oklahoma, Edmond, OK, 2002

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