Call Center Customer Service

Shonella Hillaire

*** ****** **, ***********, ** 18360

Phone: 347-***-****

Email: ********.*************@***.***

Objective

Dedicated and experienced Medical Assistant and Call Center Manager seeking to contribute my strong communication, organizational, and leadership skills in a challenging healthcare or administrative environment. Committed to providing outstanding patient service and team collaboration. Education

ASA Institute - Brooklyn, NY

Associate Degree in Medical Assisting, 2007

Samuel J. Tilden High School - Brooklyn, NY

High School Diploma, 2003

Professional Experience

Medical Receptionist

St. Luke's University Hospital - Bethlehem, PA

July 2017 - July 2021

- Managed patient and physician scheduling in alignment with practice protocols.

- Provided courteous and prompt front desk service to patients.

- Handled inbound calls, appointment setting, and patient communication.

- Maintained electronic health records and billing systems.

- Actively participated in process improvement and team-based solutions. Call Center Manager

Planned Parenthood of NYC - New York, NY

2016 - 2017

- Directed daily call center operations with a focus on customer satisfaction and efficiency.

- Led and coached team members, improving overall performance and compliance with KPIs.

- Monitored call quality for HIPAA compliance and service excellence.

- Handled performance evaluations, payroll, and staff scheduling.

- Worked cross-functionally to implement new initiatives and enhance client services. Call Center Representative

Planned Parenthood of NYC - New York, NY

2007 - 2016

- Managed high-volume calls (100-120 per day) for patient appointments and inquiries.

- Verified insurance information and updated patient records.

- Coordinated with clinical teams regarding patient care and documentation.

- Utilized EMR systems to schedule and confirm procedures. Skills

- Strong written and verbal communication

- Excellent organizational and multitasking abilities

- Leadership and team development

- Customer service and conflict resolution

- HIPAA compliance and patient confidentiality

Technical Skills

- Electronic Health Records (EPIC, ECW, Medical Manager)

- Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

- Call Center systems: Avaya, BCME CRM

- Online appointment tools: ECW Patient Portal, Medfusion

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