Remote Customer Service & Client Engagement Specialist

Heidi Green

************@*****.*** • 845-***-**** • linkedin.com/in/heidi-green-7a720593

SUMMARY

Customer-focused professional with experience in healthcare operations, veterinary support, financial services, sales, and high-volume call center environments. Skilled in delivering empathetic, solutions-driven support while educating customers and identifying opportunities to promote services. Strong background in EHR management, client engagement, and multi-channel communication, with a focus on accuracy, compliance, and efficiency. Known for building rapport, resolving issues, and thriving in fast-paced environments while maintaining high standards of customer satisfaction. EXPERIENCE

Client Engagement Specialist – Innisfree M&A

May 2026 – Present

● Delivered high-volume outbound customer support by proactively contacting clients to provide time-sensitive information, building strong rapport and trust through clear, professional communication.

● Educated clients on complex processes, deadlines, and available options, translating detailed information into easy-to-understand guidance.

● Responding to client inquiries with accuracy and empathy, resolving concerns and ensuring a positive customer experience in a fast-paced, call-driven environment.

● De-escalated challenging or sensitive interactions by remaining calm, attentive, and solutions-focused.

● Managed a high volume of calls and communications while exceeding productivity targets and maintaining attention to detail.

● Utilized CRM systems and Salesforce platforms simultaneously to track interactions, document outcomes, and ensure seamless follow-up.

● Maintained strict compliance with confidentiality standards when handling sensitive financial information.

● Adapted communication style to meet diverse client needs, creating personalized interactions and fostering meaningful connections.

● Collaborated with internal teams to ensure consistent messaging and a smooth, coordinated client experience.

● Demonstrated strong time management and organizational skills by balancing priorities and meeting tight deadlines. Electronic Health Records Manager – The Arc Mid-Hudson Jan 2019 – Jul 2024

● Managed electronic health record systems to ensure accurate, compliant documentation across multiple programs.

● Provided front-line support to staff, troubleshooting issues and resolving system-related concerns in a timely, customer-focused manner.

● Trained and supported staff on documentation procedures, varying workflows, and system usage, simplifying complex processes for diverse users.

● Produced and modified reports compliance with HIPAA regulations and internal documentation standards.

● Coordinated communication between clinical staff, administrators, and support teams to ensure continuity of care and accurate information flow.

● Managed scheduling, time tracking, and administrative workflows for department personnel. Electronic Health Records Assistant Manager – The Arc of Ulster-Greene May 2015 – Jan 2019

● Provided technical and user support for electronic health record systems, resolving issues and guiding staff through system processes.

● Conducted Medicaid billing reviews and corrected documentation errors to meet strict deadlines.

● Generated reports and performed quality assurance checks to ensure data accuracy and compliance.

● Developed and delivered staff training on documentation standards and system functionality.

● Created accounts, managed user access and permissions for staff, auditors, and external users. Direct Support Professional: Medical Support – The Arc of Ulster-Greene Nov 2014 – May 2015

● Coordinated care by communicating with healthcare providers, families, and interdisciplinary teams.

● Scheduled, attended, and supported medical appointments, ensuring timely follow-up and accurate documentation.

● Administered and maintained medication and health records while supporting compliance with care plans.

● Educated staff on medical conditions, treatments, and protocols. Direct Support Professional – The Arc of Ulster-Greene June 2014 – Nov 2014

● Supported individuals with daily living activities, health monitoring, and personal care.

● Assisted with medication oversight and documentation.

● Encouraged independence and skill development through individualized support. Teller - Bridgeway Federal Credit Union

February 2013 - June 2014

● Membership enrollment and opening accounts.

● Conducted audits of cash, check,drawer, and vault balances.

● Processing loan payments.

● Overseeing drive-through transactions.

● Counting, packaging, and unpacking currency deliveries.

● Discussed the merits of bank products and services, such as account types and credit assets.

● Encouraged members to consider account and financial options with the loan processing department.

● Documented member interactions as necessary.

Veterinary Assistant - Billings Animal Hospital

September 2009 - March 2013

● Maintain a clean, safe, and efficient hospital environment to support patient care and daily operations.

● Clean, sanitize, and organize exam and operating rooms, treatment areas, kennels, and equipment.

● Ensure a hygienic and orderly workspace in compliance with care standards.

● Safely and effectively restrain pets for examinations, treatments, and procedures.

● Assist with laboratory testing and diagnostic imaging as needed.

● Administer and distribute medications accurately according to prescribed treatment plans.

● Support overall hospital operations, transactions, and workflow as needed. Customer Support + Sales - Verizon Wireless

March 2006 - October 2006 + August 2007 - August 2009

● Handled inquiries related to billing, service plans, and technical issues through various communication channels such as phone, chat, or in-person.

● Continued education of products, plans and policies as changes were made.

● Utilized strong communication and problem-solving skills to resolve customer concerns effectively.

● Maintained calm, empathetic demeanor in intense interactions.

● Assisted customers and sales representatives with sales, upgrades, and plan changes as needed.

● Leverage technical knowledge to provide accurate information and support to customers EDUCATION

University of Pittsburgh at Greensburg - Bachelor of Science, Psychology + Minor in Communications San Juan College - Veterinary Technology

SKILLS

Customer Support & Client Communication • High-Volume Call Handling • CRM & Salesforce • Electronic Health Records (EHR) • SaaS • HIPAA Compliance • Medical Documentation • Problem Resolution & De-escalation • Report Creation + Analysis •Staff Training & Onboarding • Time Management & Multitasking • Cross-Functional Collaboration • Microsoft Office Suite • Google Workspace

HONORS & AWARDS

President, Psi Chi International Honor Society in Psychology Cum Laude, University of Pittsburgh at Greensburg

Employee of the Month, The Arc Mid-Hudson

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