Erin Galemba Email & Phone Number

Milwaukee, Wi, Us

Greater Milwaukee Area

Responsible for providing the highest level of customer service; including answering and handling incoming calls, placing outbound calls, and working with the overall processes of the Contact Center. My Principal Duties and Responsibilities are: Answering and handling incoming calls, data entry, billing registrations and orders, placing outbound calls when necessary for follow-up on outstanding issues relating to inquiries, orders, and registrations—maintaining problem folders. Also, process credit card payments & applies prepayments for registrations and orders. I am responsible for accuracy in entering/editing data entry, registering individuals in the correct seminar,checking and billing registrations and product orders, keeping abreast of current Contact Center processes, promotions, and procedures, create opportunities for cross-selling/up-selling and other misc. assignments.

Customer support for TELS program on desktop, laptop, Ipad, android & IPhone.Supported 3 different internal systems; • The DUC system is used for updating facility information, removing/adding users, resetting passwords, adding/removing scheduled tasks, creating logs for tasks.• Cherwell is the program used for tickets. Tickets come in from facility maintenance, admins, regional or corporate contacts from facilities requesting a number of different things or having issues.• TELS is the system maintenance uses to keep track of the preventative & regulatory for each facility, place work orders & keep track of equipment-several other uses.

Scheduled all appointments for my scheduling area. This included: cancelling and rescheduling of appointments,giving patient directions on getting to their appointment, any special instructions needed for appointment, information patient where to check in and what to bring to appointment (i.e. medical records, deposit, referrals,insurance card, etc.). Completed full registration for new patients, verified and updated all information for any established patients who call to schedule appointments. Ran electronic eligibility to verify information and also completed MSPQ questionnaires with Medicare patients. Developed understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings. Diffused irate customers. Employed sound judgment to ensure best possible public relations. Investigated and resolved customer service concerns. Entered the referral authorization information into Cadence Referral module when patient has this information at time of scheduling. Also documented calls and scheduling detail on all internal physician to physician Epic referrals in the Referral Module and assigns to scheduled appt. Took messages, answered questions or directed calls to the appropriate person if caller has requests other than scheduling or registration. Checked e-mails and Epic Inbasket regularly throughout the day to keep up-to-date with any changes and receive information on patients who need to be scheduled. Assisted with quality control measures and special projects as situations demand. May include, but not limited to: reviewed own work and worked reports to verify accurate information and works with doctors and clinic staff to ensure protocols are clear and up-to-date. Trained new employees.

Ordered any office supplies needed. Kept track of postal meter & refilled if needed. Handled any warranty issues or problems with any office equipment.

Processed customer service calls and provided customer resolution to issues and inquiries. Provided customer education for billing standards along with payment guidelines and expectations.