Experienced CSR & Appointment Scheduler (Remote)

DIETRIOUS BEANE 216-***-**** / *********@*****.***

SUMMARY

Experienced Customer Service Representative and compassionate Appointment Scheduler with 5+ years of experience in fast-paced healthcare environments. Proven ability to manage high call volumes, maintain confidentiality, and coordinate appointments efficiently using HER/EMR systems. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction.

EDUCATION and PROFESSIONAL DEVELOPMENT

Call Center Technology Certification, Cuyahoga Community College - Training in Call Center Technology Expertise in the utilization of computerized system software Magic© and Meditech© and EPIC©

Patient Scheduling & Coordination

Staff Training & Development

Service Solutions Expert

Patient Financial Counseling

Call Center & CSR Management

HIPAA Compliance

ACCOMPLISHMENTS

Provided swift resolution to customer complaints, ultimately repairing trust and winning loyalty, contributed to 12% increase quarterly in retaining customers.

Handled customer inquiries, complaint, billing questions and payment extension/service request in busy call center environment.

Strives in high-volume deadline driven environments, viewed as an exceptional team-player and Lead for service questions and staff concerns.

CUSTOMER SERVICE EXPERIENCE

10/2009 - present Customer Service Representative, Contact Solution LLC (formerly Crestwood Management) assigned to University Hospital Parma Medical Center

07/2015 -01/2017 Customer Services/Collections, Revenue Group

01/2001 - 06/2015 Customer Services/ Team Lead /Collection, Crestwood Management (now under new management-Contact Solution LLC)

Demonstrated mastery of customer service call script within specified time frames. Provided accurate and appropriate information in response to customer inquiries.

Made reasonable procedure exceptions to accommodate unusual customer requests. Collected customer feedback and made process changes to exceed customer satisfaction goals.

Processed reports and supplied data to fulfill customer report requirements, maintained up-to-date records at all times. Built customer loyalty by placing follow-up calls to customers.

02/2023 – 6/2025 Procedure Scheduler, Lucile Packard Children’s Hospital

Scheduled appointments for 8+ departments across multiple providers, handling over 100 calls daily. Primary responsibility is to assist hybrid customers/patient service via telephone/ telehealth. Project work and on line interaction for both hospital and physician inquiries and acts as an ambassador for the department providing patient centered access and service to incoming patient/family calls.

Possess understanding of hospital physician revenue management including insurance eligibility and pre-authorizations, coding processes, billing, and insurance follow-up.

Handles inbound and outbound customer calls, time to resolve inquires in a timely and accurate manner: in a patient focused manner that enhances the experience of patients and their families.

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