Service Representative Administrative Assistant
Resume:
Summary
Skills
Experience
QUIONCHE S. DILL
Dunwoody, GA 30346
adxslq@r.postjobfree.com
Energetic team-player experienced working in high-volume medical practice environment and hospitality. Skilled in marketing and sales with knowledge of medical terminology and prescriptions for wide range of treatments. Strong process management, customer service and communication skills. Hardworking Patient Liability II bringing proven direct support experience developed during healthcare career. Knowledgeable about paperwork procedures, mobility assistance and documentation requirements. Team-oriented and adaptable to changing needs. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Clinical Training
Helpful and Service-Oriented
Documenting and Recording Information
Patient Confidentiality and Data Security
Organized and Efficient
Acute and Rehabilitative Care
Gathering Information from Patients
Database Search and Data Entry Skills
Caring and Empathetic
Resolving Problems
Calm and Effective Under Pressure
Knowledge of Community Services and
Programs
Verbal and Written Communication
Evaluating Quality of Care
Providing Information and Resources
Building Rapport and Credibility
Microsoft Office
Communicating to Patients and Families
Registration and Scheduling
Administrative and Office Support
Explaining Policy and Procedures
Quality Standards and Protocols
Patient Needs Assessment and Referral
Organized and Detail-Oriented
Piedmont Healthcare Corporate July 2021 to Current Patient Liability Rep II
Atlantic, GA
Acts as main point of contact for patients, doctors and clinic staff by closely reviewing medical charts and maintaining high levels of communication
Works closely with patients to deliver excellent and direct individualized patient care Delivers excellent patient experiences and direct care Maintained confidentiality of patient data and condition to safeguard health information Established rapport and relationships with patients and external partners to cross-train and support medical staff
Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication Encouraged patients to schedule recommended tests and procedures Liaised between hospital departments to facilitate effective communication Schedules patients for new and follow up appointments. Promoted patient data confidentiality by following strict rules and regulations endorsed by facility. Reviewed received payments for accuracy and applied to intended patient accounts. Filed and submitted insurance claims.
Reviewed medical records to meet insurance company requirements. Documented and filed patient data and medical records. Assessed medical codes on patient records for accuracy. Clayton County Schools January 2014 to February 2019 Administrative Assistant
Jonesboro, GA
Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
Communicated with managers of other departments to maintain transparency Motivated associates to consistently deliver effective selling behaviors through coaching and recognition
Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction
Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
Reconciled daily sales transactions to balance and log day-to-day revenue. Answered phone calls and emails to provide information, resulting in effective business correspondence.
Provided secretarial and office management support while building cooperative working relationships. Inventoried and ordered supplies for office.
Scheduled appointments, meetings and events for management staff. Responded effectively to sensitive inquiries or complaints. Coordinated appointments, meetings and conferences. Maintained accurate department and customer records. Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
Developed administrative processes to achieve organizational objectives and improve office efficiency. Prepared and prioritized calendars and correspondence. Organized both physical and digital files and updated reports to coordinate project materials. Directed customer communication to appropriate department personnel. Composed correspondence, reports and meeting notes. Tracked and submitted employee timesheets to prepare for payroll processing. Utilized editing programs to proofread content for typo-free emails, memos and documentation. Scheduled staff and monitored resource allocation to provide optimal coverage and service. Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Pleasantly welcomed visitors, answered phone calls and maintained front reception desk. Handled incoming calls and directed callers to appropriate department or employee. Created spreadsheets in Microsoft Excel for record-keeping and reporting. Kept office equipment functional and supplies well-stocked to promote efficient operations. Responded to customer issues to provide immediate resolution and improve retention. Sorted and distributed incoming faxes, letters and emails for office distribution. Updated system to organize office documentation, maximizing efficiency and increasing productivity. Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
Composed, edited and typed complex memos and reports with job-related software. Coordinated travel arrangements and completed expense reports for travel reimbursement. Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization. Coordinated catering services for various functions, including sales trainings and department meetings. Drove customer feedback to deliver information to management for corrective action. CarMax January 2018 to October 2021
Business Office Associate
Atlanta, GA
Achieved high satisfaction rating through proactive one-call resolutions of customer issues Adhered to company policies and scripts to consistently achieve call-time and quality standards Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
Resolved concerns with products or services to help with retention and drive sales Answered average of 50-75 calls, per day, addressing customer inquiries, solving problems and providing product information.
Assisted with quote and order entry to provide support for sales staff. Counted and reconciled petty cash log to support accounting department. Prepared shipping packages by printing packing labels and verifying orders. Scheduled appointments and maintained employee appointment calendar using MS Outlook. Maintained positive working relationship with fellow staff and management. Identified needs of customers promptly and efficiently. Identified areas for improvement, narrowing focus for decision-makers in making necessary changes. Displayed strong telephone etiquette, effectively handling difficult calls. Set specific goals for projects to measure progress and evaluate end results. Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Implemented strategies to take advantage of new opportunities. Evaluated needs of departments and delegated tasks to optimize overall production. Oversaw quality control to identify inconsistencies and malfunctions. Monitored operations and reviewed records and metrics to understand company performance. Created plans to propose solutions to problems related to efficiency, costs or profits. Assessed company operations for compliance with safety standards. Analyzed key performance indicators to identify effective strategies. Emory Healthcare October 2019 to July 2022
Patient Care Coordinator III
Atlanta, GA
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Kept reception area clean and neat to give visitors positive first impression Provided clerical support to company employees by copying, faxing and filing documents Responded to inquiries from callers seeking information Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval
Followed procedures, documentation, instructions and Audit & Business Controls guidelines from both client and company
Referred customers to specialized selling teams to build long term trust Proactively engaged customer in various departments in order to provide in-depth product knowledge in non-commissioned environment
Troubleshot and resolved complex customer service issues to enhance patient and family experience. Computer Generated Solutions Inc. February 2018 to April 2020 Call Center Customer Service Representative
Atlanta, GA
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Updated customer accounts, addresses and contact information within call management databases. Used available resources to provide efficient and accurate solutions for customer service requests. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Asked probing questions to determine service needs and accurately input information into electronic systems.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Maintained strong call control and quickly worked through scripts to address problems. Consulted with customers regarding needs and addressed concerns. Built sustainable relationships and engaged customers by going extra mile. Seized opportunities to upsell products, maximizing revenue. Trained and supervised new employees to promote overall team productivity and consistent service. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries. Conferred with customers by telephone or in person to provide information about products or services and take orders.
Referred unresolved customer grievances to designated departments for further investigation. Collected deposits or payments and arranged for billing. Adjusted bills and refunded money to resolve customers' service or billing complaints. Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas. Promoted available products and services to customers during service, account management and order calls.
Updated databases with new and modified customer data. Strengthened customer retention by offering discount options. McDonald's April 2012 to November 2022
Department Manager
Atlanta, GA
Handled shift overstock, restocking and inventory control. Worked closely with sales associates to complete tasks. Followed safety protocols and company processes and procedures. Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Executed targeted merchandising and promotional plans to meet department sales goals. Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
Education and Training
Certifications
Enforced safety rules and other policies to protect employees and minimize company liability. Performed opening and closing duties as part of management team and handled cash management. Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines. Balanced workloads to meet targets without overtaxing employees. Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
Utilized excellent math skills to maintain accurate inventory levels. Oversaw storewide merchandising benchmarks to maintain operational excellence. Grew department's team and technical capabilities with hiring and training of talented individuals. Delegated work to staff, setting priorities and goals. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Resolved customer inquiries and complaints requiring management-level escalation. Reviewed completed work to verify consistency, quality and conformance. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Recruited and trained new employees to meet job requirements. Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Assigned work and monitored performance of project personnel. Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Planned and led team meetings to review business results and communicate new and ongoing priorities. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Mediated conflicts between employees and facilitated effective resolutions to disputes. Evaluated individual and team business performance and identified opportunities for improvement. Produced thorough, accurate and timely reports of project activities. Interviewed prospective employees and provided input to HR on hiring decisions. Analyzed business performance data and forecasted business results for upper management. Proposed or approved modifications to project plans. DeVry University Expected in May 2024
Medical Billing, Expected: Health Administration
Villa Park, IL
Penn Foster College July 2022
Scottsdale, AZ
New Hire Training Time Management Medical Data Collection Gathering Information from Patients Building Rapport and Credibility Caring and Empathetic
Contact this candidate