Operations and Data Entry Specialist with Call Center Experience
Resume:
KATELYN
ALLEN
SKILLS
********@*******.***
Time Management
Customer Service
Microsoft Office Suite
Communication
Problem Solving
Conflict Resolution
Attention to detail
Deadline Adhearance
HIPPA laws & regulations
Patient Privacy
Analysis & Reporting
Multi-tasking
Data Entry - 70 WPM
Remote Call Center Representative
Amazon - Remote - Gainesville, FL
August 2021-PRESENT
WORK EXPERIENCE
High Springs, FL
SUMMARY
Dynamic, results driven, & empathetic individual with 6+ years of inbound/outbound calling, delivering exceptional, problem-solving Customer Service remotely, as well as in a fast-paced call center environment.Providing active listening and great communication to patients/customers via inbound and outbound calling in multi-line phone systems, CRM software, and call scripting. Proven track record of meeting and exceeding customer satisfaction goals. Skilled in managing high call volumes, scheduling patients for appointments, and emailing while maintaining the upmost professionalism and empathy. I believe my many years of experience, as well as my ability to thrive in any given work environment makes me a great addition to your company.
Handle inbound customer inquiries vis phone, email, virtual chat addressing concerns related to orders, shipping, returns, and product information
Collaborate with team members to share best practices and improve overall call center efficiency
Consistently meet and exceed performance metrics,
including average handle time and customer
satisfaction scores
Multi-tasking while speaking on the phone while
navigating through software, and typing
Call Center Representative
Christ Medical Center - Spring Hill, FL
September 2018-August 2021
Answered Inbound calls from patients with
complaints, needs to schedule follow up
appointments, reschedule appointments, medication
refill requests, questions for their physician, etc. & routed them to requested department
Maintained great attitude with difficult or upset
patients
Provided accurate and prompt responses to patient
inquiries, resulting in improved patient satisfaction and retention
Considerably met or exceeded individual performance targets, including call handling time
MEDICAL ASSISTANT
Citrus Gastroenterology Associates, P.A
Inverness, FL
October 2012-February 2014
Calling patients from the waiting room, to the triage rooms according to their appointment times
Checking vital signs (BP, pulse, O2 saturation) Record results into patients EMR chart Record why patient is in the office that day, go through EMR record reconciling patient medication list, one by one to ensure we have correct information
Record if patient has had any recent surgeries, hospitalizations, injuries, etc. record in chart Record most recent Colonoscopies/EGD in patient chart before they come in the next day for a visit to review it If patient is advised by the physician to have an EGD or colonoscopy, explain the preparation the night before
clearly so procedure does not fail, give patient all correct information they need to complete
Ask patient if they need any medication refills during their visit that day Ensure patient insurance plan covers prevent-
ative procedures, if they do not, proper docu-
mentation needs to be done in office note, de
eming it medically necessary for them to co
ver all costs
Supervised over 200 employees including 10
physicians, 6 Nurse Practitioners, Endocrinologist, Cardiologist, Opthalmologist, & pain management
physicians
Completed payroll for over 200 employees
Ordered office supplies, medical supplies,
overseen in house pharmacy inventory
Mixed allergy serums for immunology patients
filled in for medical staff if they ran behind or had a call out in any department
Held weekly meetings to touch base with each
department to ensure all schedules were full and
patients are seen according to their appt time
Completed prior authorizations for patient
medications that are prescribed, but not covered
under patients insurance plan
Ordered DME equipment
.
Clinical Supervisor/ Head Medical Assistant
Suncoast Primary Care Specialists - Homosassa, FL
February 2014-September 2018
EDUCATION
SANTA FE HIGH SCHOOL
Alachua, FL
High School Diploma
MAY 2009
CERTIFICATION
Certified Nursing Assistant
Americus Medical Academy
Inverness, FL
February 2012
CPR/AED Certification
American Red Cross
Inverness, FL
February 2012
Certified Medical Assistant
Americus Medical Academy
April 2013
Ocala,FL
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