Customer Service Winston Salem

Alisha Pinkney 252-***-**** / *********@*****.***

*** *** ******* **, *** 1, Winston Salem, NC 27104 Experience

Administrative Receptionist- Carolina Veterinary Specialist, Winston Salem, NC October 2022 – May 2024

• Offers owners and potential owners a warm and friendly greeting in person or on the phone

• Identify and work compassionately with clients in various emotional states

• Responds to inquiries about the range of services the practice provides and the species it treats; refers to appropriate department/staff member as needed

• Coordinates the flow of pets and owners in the lobby; placates owners distressed by long waits, scheduling glitches, and other problems

• Recognizes the symptoms of pet(s) and owners in crisis; handles basic medical emergencies appropriately

• Assists owners when picking up medications or special dietary products; answers questions

• Inputs data to practice management software to check pets in; makes simple postings to accounts; compiles data for various reports

• Types and edits a variety of correspondence, reports, memoranda, and other material ensuring accuracy

• Performs cashiering duties; processes refunds, returns and credits as needed

• Organizes and processes all payment plans

• Shows up for work regularly; full time presence at work is essential for every shift

• Able to learn basic veterinary medicine terminology

• Become familiar with retail products, medications, vaccinations, routine testing, preventatives and be able to confidently discuss with clients

• Have a strong sense of excellent customer service and be able to provide that to clients during high stress situations

• Be able to multi-task efficiently

• Able to identify conditions over the phone that can potentially be emergencies and scheduling appointments appropriately

• May take medication refill requests and messages for doctors

• Able to use Windows based computer systems, word processing, email, web search and other skills needed to effectively use software.

• Able to reconcile the drawer and complete end of day duties at the close of the day Remote Crisis Counselor- Protocall Services,Portland, OR (WFH) July 2022 – August 2022

• Obtain contact information from callers and documents calls in the Proteus software, following all documentation standards.

• Gather relevant information on clinical calls, ensuring that the presenting problem is described and acuity is assessed.

• Provide compassionate support, empathy and stabilizes any acute situations, using ProtoCall’s Core Clinical Values.

• Consult with supervisors to manage high acuity calls as appropriate.

• Help callers gain access to further appropriate services.

• Document calls in accordance to ProtoCall’s documentation standards.

• Access and review call records containing PHI as part of their essential job function including: reviewing call history as part of normal call taking QA activities including document review, review of recorded calls, and call observation providing consultation or training to peers clinical collaboration and assisting colleagues in assisting in supporting or identifying a caller, and viewing call documentation from a Warm Line call

• Make outbound calls to complete assessment, intervention, follow-up, coordination of care, and for other purposes as assigned.

• Uphold the positive goals, objectives, and atmosphere of the company.:Follow Personnel Policies, Procedures, and Code of Ethics.

Customer Service/ Product Specialist- Whisker, Auburn Hills, WA (WFH) July 2021 - April 2022

• Provides best in class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, social media, and email

• Specializes in helping customers troubleshoot their Litter-Robot and Feeder-Robot

• Offers customers technical support with our mobile app including on-boarding, and connectivity concerns, etc.

• Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments

• Team Collaboration: You will participate in devising unique solutions with various team members and departments based on customer experience with how our products are used in their home environment all over the world

• Process customer orders

• Upsale products and services

• Initiate and follow up on refund request

• Collaborate with shipping companies to meet customers’ needs Customer Service Specialist- AdaptHealth – Winston Salem, NC (WFH) December 2020 --May 2021

• Develop and maintain working knowledge of current products and services offered by the company

• Answer all calls and emails in a timely manner, in adherence to their goals

• Document all call information according to standard operating procedures

• Answer questions about products and services, retail stores, general service line information and other information as necessary based on customer call needs

• Process orders, route calls to appropriate resource, and follow up on customer calls where necessary

• Review all required documentation to ensure accuracy

• Accurately process, verify, and/or submit documentation and orders

• Must be able to navigate through multiple online EMR systems to obtain applicable documentation

• Enter and review all pertinent information in EMR system

• Meet quality assurance requirements and other key performance metrics

• Facilitate resolution on customer complaints and problem solving

• Pays attention to detail and has great organizational skills

• Actively listens to patients and handle stressful situations with compassion and empathy

• Utilize company provided tools to maintain quality such as “How-To” documents

• Develop and maintain working knowledge of current HME products and services offered by the company.

• Maintain patient confidentiality and function within the guidelines of HIPAA.

• Maintains compliant with AdaptHealth’s Compliance Program.

• Troubleshoot and provide technical assistance to ensure accurate usage and functionality of DME Care Connections Specialist II- Novant Health, Winston-Salem, NC (WFH) October 2017 - May 2021

• Utilize interpersonal and communication skills to provide excellent customer service

• Exhibit competency in customer relation skills in a professional environment.

• Organize and prioritize work in a stressful environment, be detail-oriented, and have excellent time management

• Demonstrate critical thinking and problem-solving skills

• Assertively recommend appropriate care

• Work with a variety of software and internet platforms while conversing with a consumer and documenting information

• Display a working knowledge of electronic medical record system

• Assist with patient inquiries regarding registration and usage of MyChart web application and provide technical support

• Exhibit a basic knowledge of medical terminology

• Assist with all aspects of the scheduling, verification, and registration work streams

• Work collaboratively with acute care partners to facilitate appropriate and timely medical care

• Document and relay information regarding to services inclusive of physician-to-physician consults, emergent transfers, and critical care transportation

• Serve as a resource to internal and external consumers and team members to include all Novant Health departments, service lines, facilities, clinics, and community partners Customer Service Professional- Blue Cross Blue Shield, Winston Salem, NC July 2014 - June 2017

• Answer phone calls in a timely and professional manner to retain and promote customer satisfaction

• Provide customer eligibility and benefit information

• Provide coverage information to determine customer needs and provide pricing

• Utilize probing and problem-solving methods to resolve customer inquiries on the first contact

• Identify and obtain information to correct / update member records and claims

• Recognize claims filing procedures and relay information regarding denial of claims providing next steps to ensure accurate processing

• Educate customers on BCBSNC practices and policies

• Perform outreach to resolve service issues

• Identify and understand customers' unexpressed needs in a caring and professional manner

• Work collaboratively with various departments to increase customer relations and promote programs

• Educate and encourage customers use of company products, BCBSNC.com, and service provider network verification and obtaining policy information and pricing

• Cooperate with local, state, and federal governmental entities regarding products, services, and policies Education

Greensboro College (Greensboro, NC)

Birth through Kindergarten Education

May 2013

University of North Carolina at Greensboro (Greensboro, NC) Human Development and Family Studies with a Concentration in Child and Adolescent Development, Minor in Sociology May 2007

Skills

• Excellent interpersonal and communications skills

• Highly organized, ability to multi-task and to work well under pressure

• Excellent level of proficiency in written & spoken English

• High level of professionalism with ability to work with creativity and latitude under general supervision

• High proficiency in active listening, problem solving, and critical thinking

• Intermediate knowledge of negotiation and collections

• Basic knowledge of Microsoft Word, Excel, and PowerPoint

Contact this candidate