Customer Service Call Center

Summary of Qualifications

•Experienced in corporate training, EMR, elbow to elbow support, customer service, and supervision

• Experienced in organizing and conducting meetings

• 30 years of Customer service experience

• 7 years of experience in Training and Development

• 9 years of experience in Supervisor/Leadership rolls

SKILLS

• Complex Problem-Solving Skills

• Team Leadership and Development

• Customer Service

• Time management

• Leadership

• Ambulatory

• Inpatient

• Epic

• Cerner

• Athena

Training - Professional Experience

(May 2016 – Present)

Dual trained Instructor for Marketplace (Tier 1, Tier 2 and ISG) and Medicare (Gen Med Tier 1, Claims A1/B1, Medicare DME 1, MBS2, Part A T2, DME2 & ISG). Trained all newly hired staff on how to answer calls, open calls, the importance of using scripting and on the significance of giving great customer service

Trained all newly-hired call center staff on scripts to use for calls.

Provided training on how to use the equipment and the proper scripts to use.

Provided ongoing training regarding customer service skills.

Instructed staff on how to roll through calls and use their telephone and computer equipment.

Uses multiple types of learning/teaching aids to keep the participants engaged in learning

Used various teaching techniques to get immediate and lasting audience participation, included asking direct questions to various individuals and encouraging group responses.

Provided leadership to call center supervisors and other professional staff

Made sure service level agreements were met

Go Live - Professional Experience

(2020 – present)

Experienced EMR (Electronic Medical Records) Consultant with 3 years of experience in multiple software applications for inpatient and outpatient settings. My knowledge in healthcare technology, implementation, workflow, and a strong teaching approach for end-users at various levels have been proven to be successful

EPIC

St’Joseph Hospital, Mishawaka, Indiana (Healthrise) 2021

●Assisted front office staff with Department Appointment Reports.

● Assisted front office on how to search for a patient.

●Assisted front office staff on how to enter appointment visit.

●Assisted front office staff with viewing all appointments

●Assisted front office staff on verifying insurance

CERNER

Cerner Go-Live Trainer-(August 2020)

Smoky Mountain Orthopedics-Sevierville, TN

●Trained Providers on how to get their messages within the message center and how to sign off on orders within the message center.

●Trained Providers on the Med Rec

●Trained Providers on the different functionality of their Mpage and how to customize it to help them work faster

●Trained Providers on how to enter orders (CPOE), modify them, as well as discontinue/cancel an order

●Trained Providers on how to add medications to the patient’s chart and send it to the pharmacy

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