Administrative Assistant Call Center
Resume:
Robin L. Pace
Worcester, MA Cell: 508-***-**** **********@*****.***
Professional Profile
Multi-skilled, client centered professional with years of experience as a Patient Care Coordinator
Experienced in calling patients regarding their appointments, collected and communicated customer feedbacks, establishing follow up procedures with patients to ensure consistent communications etc.
Computer Proficient in Microsoft Office (Access, Excel, Outlook, Word) Confirmit and Avaya)
Completed Homeland Security Clearance through VA
Work Experiences
DEECEMBER 2021– PRESENT WESTAT
FIELD INTERVIWER
Follow MEPS study protocol and procedures
Responsibility for managing case assignments as required and work cases
Managing and updating respondent ‘s EROC as you work the case
Meet production/assignment goals and set up zoom meeting
Conduct interviews with households and record complete and informative records of the call
SEPTEMBER 2012 – MAY 2020 UMASS MEDICAL SCHOOL
OFFICE SURVEY INTERVIEWER
Conduct over 150 telephone calls daily utilizing Confirmit and Avaya systems
Trained and support new call center employees
Assemble mail survey packets
Code and enter data from questionnaires
Abide by HIPAA rules and regulations
JANUARY 2016 – April 2020
PATIENT CARE COORDINATOR HEARING LIFE
Maintain daily opportunity reports
Establish follow up procedures with patients to ensure consistent communication
Manage appointment scheduling following company protocols with Diary Management database software
Collect and communicate customer feedback to team members
Ensured compliance in all areas of position
January 2002 – January 2016
Administrative Assistant Peak Environmental Services
Provided all administrative and clerical needed to support team members
Screened telephone calls
Oversaw work permits, maintained service records, and managed accounts receivable
Generated timely proposals and contracts for management
Assisted with ordering supplies, filing, faxing, and copying
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