Service Representative Front Desk

EM Elsa Morrison

Phoenix, AZ ***** 602-***-**** ************@*****.***

PROFESSIONAL

SUMMARY

Customer care professional dedicated to consistently surpassing service goals for customer/patient needs. Managed both incoming and outgoing calls. Solid history in fast-paced call centers.

SKILLS Fluent in Spanish

Responding to Difficult Customers

Courteous with Strong Service

Mindset

Efficient and Detail-Oriented

Clerical Support

WORK HISTORY PATIENT SERVICE REPRESENTATIVE 03/2020 to CURRENT Biltmore Cardiology Phoenix, AZ

Scheduled appointments for 14 different providers

Registered new patients

Verified insurance and referrals

Call patients to schedule appointments once referrals were received Followed protocols to safeguard confidentiality of patient records Facilitated communication between patients and various departments and staff

Applied administrative knowledge and courtesy to explain procedures and services to patients

Assisted in taking Spanish calls

FRONT DESK RECEPTIONIST/ PSR 10/2019 to 03/2020

Medix Staffing- For Biltmore Cardiology Phoenix, AZ Greeted Patients at front desk while managing check-in process. Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Resolved patients issues quickly and notified supervisor immediately when problems escalated.

Used internal software to check-in patients

Collected payments

Printed out new patient paperwork for new patients and sometimes assisted them in filling out.

As Patient Service Representative assisted in scheduling patients Transferred patients to Medical Assistant or testing scheduler Printed out and mailed new patient paperwork

Replied to medical records requests

Called patients to schedule appointments

Took hospital calls to page on call providers and sent them to appropriate staff to deliver them

Sent medical records requests as well as sending them to providers who were requesting them

CUSTOMER SERVICE REPRESENTATIVE 08/2018 to 09/2019 Home Depot Phoenix, AZ

Maintained customer satisfaction focused on addressing customer needs and resolving concerns.

Recommended products to customers, thoroughly explaining details. Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Provided primary customer support to internal and external customers. Responded to customer requests for products, services and company information.

Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Answered customer questions regarding available merchandise, sales, current prices

Consulted with outside parties to resolve discrepancies and create solutions.

Communicated with vendors regarding backorder availability, future inventory and special orders.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Exceeded customer call guidelines for service levels, handle time and productivity.

Managed timely and effective replacement of damaged or missing products.

Entered on line orders for customers.

Answered average of 100 plus calls and emails addressing customer inquiries, solving problems and providing product information. CUSTOMER CARE REPRESENTATIVE 08/2017 to 10/2018

State Farm Tempe, AZ

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Responded to customer needs through competent customer service Assisted customers with starting claims either vehicle or property Provided claims agent information and phone number for policy holders Assisted in finding companies for repair for their claims Addressed customer complaints with third party venders Exceeded customer call guidelines for service levels, handle time and productivity

Answered average of 50 plus calls made sure that exact and precise information was dictated by policy holder regarding their accident, property damage or theft so claims could be processed.

MEDICAL ASSISTANT 10/2016 to 07/2018

Maricopa County Correctional Health Phoenix, AZ Sanitized, restocked and organized exam rooms and medical equipment. Obtained inmate medical history, medication information, symptoms and allergies.

Directed inmates to exam rooms

Collected and documented patient medical information such as blood pressure and weight.

Collected 15 plus blood draws on daily basis from inmates Had open communication with MCSO regarding protocols for safety of staff

Assisted RN with "man down" which was immediate emergency care needed either with stabbing, suicide or other health emergency Assisted RN with wound care and accu checks with diabetic inmates Crossed trained for inmate Intake where medical information was collected i.e. medical history, medication, allergies and drug use when inmates were arrested and brought in.

Arranged MCSO escort with medical staff by providing nightly list of inmates to be seen in clinic or in their pod/cell

EDUCATION Diploma Medical Assisting 08/2003

Brookline College - Phoenix, Phoenix, AZ

High School Diploma 05/1996

Dobson High School, Mesa, AZ

LANGUAGES Spanish

Native or Bilingual

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