Call Center Customer Experience

Jordan Smith

**** ********* ** *** *** Indianapolis, Indiana 46256 317-***-****

jordanjmsmith143 @gmail.com

EDUCATION

Manual HighSchool — HighSchool Diploma

WORK EXPERIENCE

Alverno Laboratory — Tech Assistant

Lowe’s Call Center — Customer Experience Professional Alverno Laboratory — Tech Assistant

HHA We Care — Patient Care Associate

2007 — 2011

12/2017 — 12/2021, Indianapolis,In

Receiving blood specimens into the computer system, answering phones with a standard greeting, and assisting nurses and doctors with test codes and results. Aliquoting specimens and placing them on the machine for testing. Managing inbound and outbound calls to doctors' offices regarding test results, such as redraws. Calling patients for redraws as well. Maintaining my work space by stocking materials and keeping it clean.

01/2022 — 03/2023, Indianapolis, IN

Answering phone calls with a standard greeting. Answering any questions the customer has about their order such as order history, delivery, return policies, etc. Transferring calls if needed to the correct vendor or Lowe's store. Using Lowe's systems to process orders. Documenting all calls. 06/2023 — 03/2024, Indianapolis, Indiana

Aliquoting specimens such as blood, body fluids, and sometimes tissues. Scanning specimens into the computer and placing them in line to be run and tested. Inbound and outbound calling to nurses, doctors, and other testing labs. Entering results into the computer. Creating spreadsheets. Stocking materials and keeping my workspace clean. Wearing the appropriate PPE. Running COVID-19 tests on a machine and entering the results in patients' charts. Reading results to nurses and doctors as needed. Answering questions and searching test codes for phlebotomy. Delivering specimens to histology as needed. 03/2024 — 09/2024, Indianapolis, IN

IHCS Of Indiana — Dual Care Coordinator

Driving to patients' homes to help them with everyday activities such as getting out of bed, walking to the restroom, preparing meals, tidying up their homes, changing clothes, undergarments, and washing dishes. 09/2024 — Present, Indianapolis, Indiana

Medicaid waiver program. Advocated for clients to obtain DME and services through Medicaid and Medicare. Conducted weekly calls to clients to assess their health and needs. Faxed prescription requests to PCPs and pharmacies. Protected client information using PHI.

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