Customer Service Specialist

Joni Eleam

********@*****.*** 817-***-**** Fort Worth, TX

SUMMARY

Seeking Peer Support Specialist role with 6 years of experience in behavioral health settings. Proven skills in consumer advocacy, communication, and problem-solving, honed through roles in high-volume contact centers and medical scheduling. Strong background in coordinating care and supporting patient needs, ensuring optimal service delivery and patient satisfaction.

WORK EXPERIENCE

Perlman Clinic San Diego, California

Medical Assistant Mar 2024 - Apr 2024

• Scheduled patient appointments via phone, ensuring efficient time management and optimal clinic workflow.

• Verified patient insurance information during calls, facilitating smooth billing processes and minimizing errors. Baylor Scott and White Waco, Texas

Contact Center Specialist Jan 2020 - Jan 2024

• Scheduled appointments and managed high call volume efficiently while maintaining quality service.

• Responded to and resolved routine inquiries, complaints, and concerns through various communication channels, ensuring customer satisfaction.

• Identified emergent health situations and coordinated immediate triage to prioritize patient safety.

• Collaborated with providers, clinical staff, and departments to address and meet patient needs effectively. Providence Hospital

Surgery Scheduler Jan 2018 - Jan 2020

• Scheduled surgical procedures and ensured efficient coordination using ORSOS and Microsoft Word.

• Managed post-operative data entry and daily surgical charge postings, maintaining accuracy and adherence to established guidelines.

• Generated and distributed daily surgical schedules and logs, while compiling bi-monthly statistical reports within specified timelines.

• Coordinated with various hospital departments to address special surgical requirements, ensuring smooth operational workflows.

SKILLS

Provides Product/Service Information by Answering Questions; Offering Assistance • Maintains Call Center Database by Entering and Verifying Information; Updating Contact Log • Improves Quality Results by Recommending Changes • Scheduling Doctor’s Appointments for Over 180 Providers • Utilized EMR System, Epic and Insurance Verification System or via Phone • Processed Insurance Claims, Retrieved Prior Authorizations • Answered Calls in a High Call Volume Contact Center • Communication Skills • Attention To Detail • Computer Skills • Problem-solving

• Multi-tasking

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