Service Representative Customer
Resume:
Jacqueline Dillard
Elizabeth, PA *****
**************@*****.***
I am currently searching for work from home position in the Customer Service field. I am looking for a position that will allow me to do that and continue to work in the customer related fields. Director of Nursing with more than 5 years in direct patient care. Focused on team coordination and leadership to provide exceptional patient and family support. Well- trained Manager offering vast experience in medical operations, excellent interpersonal communication skills and the organizational savvy to run a hospital facility smoothly. Adaptable healthcare administrator accustomed to the integration of new healthcare delivery systems and restructuring of work in an increasingly complex regulatory environment in both Human and Veterinary Medicine. My most recent experience since my return has been with TTEC working on a financial institution as a Member Service Representative. Authorized to work in the US for any employer
Work Experience
Member Service Representative
TTEC (USAA Banking) - Uniontown, PA
August 2019 to Present
Member services for all USAA banking services to all banking needs, to include, help with checking, savings, CD.
Hospital Administrator
Powhatan Animal Hospital - Powhatan, VA
March 2015 to April 2016
Responsibilities
Overall management of hospital, to include hiring, firing, training, benefits administration, payroll, client service management, accounts receivable and payable utilizing QuickBooks, human resources, vendor communications, social media site management.
Accomplishments
When hospital changed over to new ownership, customer service was very poor and received multiple complaints; within 6 month time frame hospital is receiving positive client/customer surveys that reflect a jump from 42% satisfaction to 94% satisfaction.
Practice Manager
Medical Management Inc. - Mechanicsville, VA
July 2012 to March 2015
l Led the planning and achievement of goals and objectives consistent with the agency mission and philosophy.
l Recruited, hired, trained and coached on average of 5 new employees per year. l Established and maintained systems that safely met client and pet needs. l Developed a system of staff communication that ensured proper implementation of treatment plans and comprehensive pet
l Interpreted and communicated new or revised policies to staff. l Established and oversaw implementation of an effective budgeting and accounting system that improved efficiency and reduced costs. l Developed and achieved financial and growth goals. l Strategically planned methods to achieve operational goals and targets. l Reviewed customer survey information to prioritize areas of improvement. Director of Clinical Services
Interim Healthcare/Carilion Health System - Roanoke, VA August 2010 to May 2012
l Created and maintained computerized record management systems to record and process data and generate reports.
l Established staff schedules and assignments based on facility needs and equipment availability. l Administered job knowledge assessments and competency testing for certification- level training. l Monitored Infection Control and Critical Incidents, Risk Management and Quality Improvement plans.
l Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas for improvement.
Director of Home Health Services
Generation Solutions/Carilion Health System - Roanoke, VA February 2008 to July 2010
l Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
l Led the planning and achievement of goals and objectives consistent with the agency mission and philosophy.
l Recruited, hired, trained and coached on average of 25 new employees per year. l Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations.
l Educated staff on state and federal statutes, rules and regulations governing home care services.
l Interpreted and communicated new or revised policies to staff. l Oversaw private and MCR billing, payroll, AP, and AR and verified that proper procedures were followed.
l Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment.
Director of Nursing
Springtree Health and Rehabilitation Center/Carilion Health System - Roanoke, VA May 2005 to June 2008
l Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
l Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
l Recruited, hired, trained and coached on average of 30 new employees per year. l Interpreted and communicated new or revised policies to staff. l Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations.
l Continually maintained and improved the company's reputation and positive image in the markets served.
l Routinely collaborated with department managers to correct problems and improve services.
l Supervised and managed the daily activities of a clinical team consisting of number physicians, nurses and support staff for 220 bed facility of multi units, to include skilled short term rehab, long term rehab, and long term care to include partial assisted living l Investigated, provided and submitted information to Quality Department about special incidents, events and complaints.
l Assisted in resolving and satisfying client requests and internal operational issues. Education
Associate of Science in Nursing/Healthcare Administration Jefferson College of Health Science - Roanoke, VA
2005
Skills
• Medical Office Experience
• Customer Service
• Medical Terminology
• Healthcare Management
• Infection Control Training
• Practice Management
• Healthcare Management
• Human Resources
• Practice Management
• Infection Control Training
• Records Management
• Medical Receptionist
• Benefits Administration
• Medical Billing
• Recruiting
• Medical Records
• EMR Systems
• Office Management
• QuickBooks
• Employee Orientation
• Patient Care
• Epic
Certifications and Licenses
Drivers License
Assessments
Customer Focus & Orientation — Highly Proficient
January 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Receptionist — Proficient
January 2020
Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Proficient
Work Style: Conscientiousness — Expert
January 2020
Tendency to be well-organized, rule-abiding, and hard-working. Full results: Expert
Typing — Familiar
January 2020
Transcribing text using a standard keyboard
Full results: Familiar
Medical Receptionist Skills — Highly Proficient
February 2020
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS
l Accomplished leader l Effective staff coach
l Promotes positive behavior l Budgeting proficiency l Quality improvement competency l Strong presentation skills l Knowledge of Medicaid statutes and l Planning and development regulations l Analytical thinker
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