Customer Support and Scheduling Specialist

EVELYN ROWLAND

760-***-**** • **************@*****.*** • Surprise, AZ

Summary

Customer Support and Administrative Expert with 14+ years of experience specialized in Scheduling, Data Entry, and high-volume Phone Support. Proven track record in Customer Success within complex environments, utilizing CRM Software and Email Management to optimize client response times. Bilingual professional (English/Spanish) dedicated to providing a smooth, positive customer experience through meticulous administrative organization and multitasking. Work Experience

Authorization Coordinator July 2022 – Present

PHOENIX HEART PLLC, SURPRISE, AZ

Secure prior authorizations and booking approvals ahead of scheduled appointments, ensuring 100% of documentation is accurately recorded in the CRM.

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Verify complex requirements by executing Data Entry and performing research through provider portals and direct carrier communication.

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Submit and manage reservation-style requests via online portals and Email Management, tracking high volumes through to final approval.

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Communicate and Coordinate with internal teams to provide updates on pending tasks, ensuring no delays in the service delivery timeline.

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Manage daily technician itineraries and monitor last-minute add-ons to maintain an organized flow of operations and prevent scheduling conflicts.

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Scheduler / Front Desk Receptionist June 2018 – January 2022 PHOENIX HEART PLLC, SURPRISE, AZ

Provided Phone Support for high-volume incoming calls, delivering accurate information and Customer Support to over 50+ clients daily.

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Scheduled initial visits and specialty testing, effectively acting as a Booking Assistant for new and established clients.

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Registered new clients and performed detailed Data Entry to update demographic and insurance information in the Athena CRM system.

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Managed and monitored daily calendars for multiple providers, adjusting appointments and utilizing Multitasking to resolve scheduling overlaps.

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Assisted Spanish-speaking clients by providing Bilingual translation of complex information to ensure a high level of Customer Success.

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Team Manager June 2010 – June 2018

COSMOPOLITAN MEDICAL COMMUNICATIONS, SURPRISE, AZ

Led and Managed a support team while ensuring compliance with company standards and monthly Customer Success operational goals.

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Balanced multiple priorities by supporting team members with real-time Remote Work Operations while simultaneously handling Phone Support.

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Assisted clients with scheduling appointments and relayed critical messages via Email Management with professionalism and accuracy.

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Coordinated customized consults and itineraries by identifying and contacting the correct on-call providers using preferred communication methods.

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Front Office Receptionist August 2004 – May 2010

CLEAR VIEW MEDICAL GROUP, SURPRISE, AZ

Welcomed and checked clients in and out, ensuring a positive front-desk experience through proactive Customer Support.

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Responded to high-volume phone inquiries and provided administrative Scheduling support for diagnostic testing appointments.

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Processed and sent referral documentation to appropriate facilities, maintaining 100% accuracy in Data Entry tasks.

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Additional Skills

Customer Support & Booking: Customer Support, Scheduling, Phone Support, Booking Assistance, Travel Planning & Itinerary Coordination, Customer Success, Bilingual (English/Spanish) Administrative & Technical: Data Entry, Email Management, CRM Software (Athena, NextGen, Allscripts), Administrative Organization, Remote Work Operations, Microsoft Office (Word, Excel, Outlook, PowerPoint), Multitasking

Operational Methodologies: Problem Solving, Team Building, Inquiry Management, Reservation Workflow, Operational Efficiency

Languages

• Spanish - Bilingual

• English - Bilingual

Additional Responsibilities

• Assist HR with initial interviews for bilingual new hires

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