Representative Call Center Agent
Resume:
Melissa Shelton
*** ***** ****** ***** *, West Sacramento, California 95691
707-***-**** **************@*****.***
Areas of Focus: Call Center Operations, Customer Service, and Office Administration QUALIFICATIONS PROFILE
Accomplished and results-driven professional, offering broad experience and skills in all facets of call center operations and services; backed by outstanding office and medical administrative support background. Self-motivated and versatile, with strong work ethic, professional demeanor, and initiative to optimize operational efficiency and improve productivity; combined with strong dedication to leverage well-rounded skills to drive organizations toward business growth and development. Effective in assisting customer and anticipating client- specific needs as well as providing first-rate service and experience to diverse patients and clients. Equipped with exceptional ability to build and cultivate professional working relationships with customers, business partners, and executives, while maximizing business opportunities. AREAS OF EXPERTISE
Incoming and Outgoing Call Handling
Strategic Planning and Implementation
Cross-Functional Collaboration
Customer Service and Client Support
Office Operations Management
Calendar Management
Appointment Scheduling
Client Complaints Resolution
Payment Processing
Reports and Document Preparation
RELEVANT EXPERIENCE
SACRAMENTO HOUSING AND REDEVELOPMENT AGENCY, SACRAMENTO, CA Caseworker Mar 2022–Present
Serve as a call center agent with HCV-Housing Choice Voucher (currently the Sera Program) and Sacramento Emergency Rental Assistance Program run through government funding
Organize work applications for the program and request documents as needed SUTTER HEALTH, SACRAMENTO, CA AND SANTA ROSA, CA (2017–2021) Patient Services Representative (PSR), Sutter ENT and Audiology 2020–2021
Efficiently handled the scheduling and rescheduling of Linked and single appointment.
Managed incoming referrals and address My Health online requests.
Took charge of processing payment of patients for copays and balancing drawer regularly in Epic and Next Bar.
Responded and redirected calls and messages to Doctors, while performing additional duties as needed. PSR /Call Center Representative, Sutter Pacific Advanced Imaging and Breast Center 2017–2020
Assumed accountability in handling incoming and outgoing call for radiology appointment scheduling.
Administered the verification of Insurance and Epic Registration.
Conducted drawing balancing for payment collections, as well as the preparation of prep of MRI and CT contrast forms for next day appointments.
Ensured completion of work and other preparation for schedule on Radiology and Breast Imaging.
Processed the check-in of all radiology patients for breast imaging, urgent care, and x-ray procedures.
Filed and maintained medical record for patients from Visage and Epic. KAISER PERMANENTE, SANTA ROSA, CA
Pharmacy Clerk Patient Services Representative Call Center/Admitting Representative 2016–2016
Created computerized prescription labels and monitored new and refill prescriptions for further processing
Held responsibility in packing and selling filled prescriptions and pharmaceutical merchandise.
Offered assistance to pharmacy personnel in performing clerical functions and related duties as assigned.
Carried out diverse functions, which include payment collection, DAR operations, and appointment scheduling, while overseeing four different programs. Melissa Shelton
660 Maple Street House A, West Sacramento, California 95691
707-***-**** **************@*****.***
2 P a g e
Executed admission of all patients from Emergency Room and Clinic to Intensive Care Unit (ICU) and Observation, Labor, and Delivery rooms.
Prepared pending beds for patients as needed, while handling forms and acquiring signatures.
Efficiently assisted multiple line telephones and rerouted calls as needed. RIGHT AT HOME IN HOME CAREGIVING, SANTA ROSA, CA
Office Manager Scheduling Coordinator Hiring Manager 2012–2015
Arranged schedule of all caregivers and clients in clear care, while tracking availability, skillset, and certifications of each caregiver to ensure alignment with client’s needs.
Ensured effective administration of referral input and tracking system.
Determined qualified candidates on My Staffing Pro and Clear Care Applications by conducting partial interview through phone before proceeding for face-to-face and final interview.
Performed background checks, drug test, and all necessary hiring paperwork for each caregiver.
Responded to all incoming calls and secure appointment for free in home assessment with callers.
Guaranteed complete and accurate data collection with all caregivers and new client, including clients name and Care Plan, while executing caregiving duties and explaining care plans as needed.
Reviewed and inspected invoicing completed on weekly basis.
Steered strategic efforts in achieving 90% success rate on conversion of incoming calls. Earlier Positions Held:
LASERVUE EYE CENTER, SANTA ROSA CA
Patient Coordinator/Receptionist
DR. STINAR PULMONARY SPECIALIST, SILVER CITY, NM
Front Desk Receptionist Medical Assistant
NAME OF REAL ESTATE COMPANY, LOCATION
Office Secretary
COMPUTER BRIDGING COMPANY, LOCATION
Office Secretary
OTHER EXPERIENCE
AVALON ELEMENTARY SCHOOL, APACHE JUNCTION, AZ 2006–2008 NSLP District Director
NAME OF COMPANY, LOCATION
Waitress
PROFESSIONAL DEVELOPMENT
Certification Certified Caregiver
Kitchen Manager Certification
National School Lunch Program (NSLP) Certified
First Aid and Cardiopulmonary Resuscitation (CPR)
Additional Credentials Arizona Federal Bureau of Investigation (FBI) Clearance–Department of Justice (DOJ) California Clearance
Moderna Vaccine Card
Annual TB Clearance
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