Concierge Virtual Call Center Specialist

Connie Petelle

Mountlake Terrace, WA *********@*****.*** 206-***-****

SUMMARY

Demonstrated ability to complete tasks accurately despite interruptions and competing demands. Client Service Specialist with background as Customer Service Supervisor to join a growing entrepreneurial organization as part of the Executive team.

EXPERIENCE

Patient Care Coordinator

Optum Care of Washington July 2023 - May 2025, Seattle, WA

•Scheduled new patients for evaluation and existing patients for follow up treatment.

•Welcomed patients and assisted with intake paperwork.

•Ordered medical and office supplies.

•Answered multi-line phones.

•Coordinated communication between healthcare providers, patients, and insurance representatives to facilitate seamless scheduling and information flow in a high-volume clinical environment.

•Assisted in getting prior insurance authorizations.

•Streamlined patient record management by updating electronic health records, ensuring accuracy and compliance with privacy standards across all touchpoints within the clinic.

Administrative Assistant/ Medical Secretary

Incyte Diagnostics June 2019 - December 2020

•Assisted team of Pathologists with correspondence and problem resolution.

•Resolved Client questions and issues in a timely manner.

•Researched proper testing and protocols for clients.

•Facilitated collaboration among a team of 7 healthcare professionals using MS Teams and Outlook, increasing cross-departmental response .

Client Services Representative

PAML/LABCORP July 2015 - May 2019, Renton, WA

•Responding to Client questions and concerns.

•Efficiently manage competing demands on time from incoming calls on multi-line phones, assisting in answering 500 to 600 calls per day.

•Facilitated client interactions by leveraging advanced Communication skills.

Client Services Supervisor

PAML/PACLAB August 2009 - May 2015, Renton, WA

•Provided on and offsite training for other Client Service locations.

•Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.

•Led team of 12 Customer Service Representatives engaged in delivering assistance to the customer service department on a daily basis.

•Supervised and assisted the Client Services team in receiving approximately 500 calls per day.

•Streamlined call-handling protocols by implementing new workflow procedures, boosting efficiency in addressing high call volumes and enhancing the customer experience.

Diagnosis Coding Specialist

PAML/ PACLAB March 2008 - August 2009, Bellevue, WA

•Translated diagnosis narratives info the correct ICD9 codes.

•Maintained patient insurance information utilizing professional databases.

•Developed an exceptional attendance record with special attention to punctuality and preparation to complete tasks upon arrival.

EDUCATION

Phlebotomy

PIMA Medical Institute • Seattle, WA • 2003

•Ranked Top of Class.

SKILLS

Customer support, Database maintenance, Call center experience, Office equipment proficiency, Schedule mastery, Electronic health records, Conflict resolution, Time management

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