PROFESSIONAL SUMMARY

Dedicated support professional with a solid background in high-volume office

environments focused on delivering

exceptional operational and customer support. Delivering best in-class service with seamlessly integrating valuable critical analytical skills within a company's operation system. Personable and communicative with sound judgment to handle diverse daily tasks with minimal oversight. WORK HISTORY

Patient Engagement Specialist, 09/2020 - Current

Bon Secours Mercy Health, Cincinnati, Ohio

Workflow Coordinator, 02/2019 - 12/2019

BCforward Staffing, Cincinnati, OH

Cincinnati, OH 45227

513-***-****

adzk2s@r.postjobfree.com

SKILLS

CHRISTY JONES

Supports inquires for : registration, general information, clinical connections, work queues, and messaging.

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First point of contact for inbound and outbound patient care inquiries and requests by omni-channel center

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Leveraged CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require.

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• Organizes work and resources to accomplish objectives.

• Participates in Peer mentor/mentee program.

Proactively communicate issues or potential issues involving patient care and process improvement opportunities.

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Demonstrates willingness and ability to work collaboratively with others for concise and timely flow of information.

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Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers.

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• Promoted to this role from Data Entry Specialist.

• Skilled at working independently and collaboratively in team environment.

• Maintained confidentiality of bank records and client information.

• Prioritized daily workflow to ensure deadlines were met

• Provided timely escalations to resolve and prevent delayed files.

• Sent transmission of data files and image exchanges to Clients by deadlines. Identified and corrected data entry errors to prevent duplication across systems.

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• Processed accounts according to clients' processing instructions.

• Processed credit card, cash, and check payments. Inbound & Outbound Call Center

Experience

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Strong Communication and

Interpersonal Skills

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• Complex Problem-Solving

• Cross-Functional Collaboration

• Leadership

• Supervising Employees

• Proficient in Microsoft Office

• Data Entry

• Payment processing

• Business to Business Collections

• Inventory Monitoring and Management

• Records Management

• Schedule Management

• Patient Privacy

• HIPAA Regulations

• Patient Information Collection

• General Housekeeping

Data Entry Specialist II / Transmissions Clerk, 02/2016 - 06/2018 Fifth Third Bancorp, Cincinnati, OH

Lead Supervisor, 08/2012 - 01/2016

Education At Work, Inc, Cincinnati, OH

Office Manager, 10/2008 - 08/2012

JAN-PRO Cleaning Systems, Cincinnati, OH

EDUCATION

Business Administration

Southern New Hampshire University - Hooksett, NH

• Completed data entry tasks with accuracy and efficiency

• Identified data entry errors and reported to necessary departments. Entered numerical data into databases with speed and accuracy using 10- key pad.

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• Followed established procedures to enter and process data correctly. Assisted with implantation area in defining operator instructions for new data entry setups.

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• Assisted in resolution of data files or image exchange

• Provided timely escalations to resolve and prevent delayed files.

• Prioritized daily workflow to ensure deadlines were met

• Skilled at working independently and collaboratively in team environment

• Proven ability to learn quickly and adapt to new situations

• Promoted to this role from Customer Service Agent. Applied strong leadership talents and problem-solving skills to maintain team efficiency.

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Evaluated employee performance and coached and trained to improve weak areas.

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Delivered superior customer service in every interaction and skillfully resolved conflicts.

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Collaborated with Operations and Quality Assurance teams to brainstorm new ideas and best way to provide quality and effective customer service.

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• Assisted Workforce Management with scheduling during peak seasons.

• Maintained computer and physical filing systems. Created, maintained and updated filing systems for paper and electronic documents.

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Updated reports, managed accounts, and generated reports for company database.

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Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

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Developed and maintained successful relationships with vendors, suppliers and contractors.

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Managed office operations while scheduling appointments for department managers.

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Liaised with customers, addressed inquiries, handled meeting requests, and answer billing questions.

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• Business to Business Collections, recovering 90% debt.

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