Heather S. Email & Phone Number

Altoona, PA

• Deliver superior customer support by troubleshooting product, service, and patient enrollment issues.
• Act as a liaison between patients and internal teams to ensure requests are completed promptly and efficiently.
• Manage inbound and outbound communications via phone, email, and CRM tools, including Salesforce.
• Document and process activities focusing on compliance, accuracy, and timeliness.
• Educate patients and providers on device usage, ensuring a positive experience throughout the wear process.
• Maintain HIPAA and privacy compliance standards while working remotely in a secure home office.

Altoona, PA

• Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
• Enhanced veteran support by efficiently reviewing and processing claims and benefit applications.
• Promptly answered veterans' inquiries about their cases via phone or email, which helped me achieve a high customer service satisfaction rating.
• Streamlined case management for quicker resolutions, utilizing strong organizational skills and attention to detail.
• Participated in regular professional development training to stay informed on changes affecting veterans' access to appropriate benefits and resources.
• Promoted positive relationships among coworkers, fostering a supportive work environment where team members can collaboratively address daily challenges.

Altoona, Pennsylvania, United States

• Coordinated topics with call center scripts to handle customer questions, delivering appropriate answers.
• Performed an outstanding amount of commitment to ensure accurate data entry for positive and sufficient representation of the company.
• Developed highly empathetic client relationships and earned a reputation for delivering exceptional customer service.
• Monitored queues and emailed inboxes to respond to customers via multiple media formats.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Updated customer accounts, addresses, and contact information within call management databases.

Altoona, PA

• Partnered with a registered dietician and dietary cook to develop and implement meal plans that were aligned with the patient’s healthcare goals, nutritional requirements, personal preferences, and medical restrictions.
• Prepared and supervised the preparation of patient meals following all health, food safety, and dietary requirements and ensuring the best possible quality within restrictions.
• Monitored patient eating habits, documenting volume consumed, eating challenges, and patient remarks.
• Provided nutrition education and counseling to patients and families, delivering information and resolving inquiries on nutritional standards, meal requirements, and treatment plans.
• Demonstrated professionalism and discretion, upholding patient privacy standards and communicating respectfully with patients, families, clinical teams, and administrators.