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.•Consistently meet and exceed individual performance metrics, including quality scores and schedule adherence.

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.•Resolved concerns from veterans by conducting thorough investigations into case discrepancies or errors in record-keeping.•Managed caseloads effectively by prioritizing tasks based on deadlines and complexity levels for optimal results.

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.•Trained and managed employees to promote overall team productivity with consistent service.•Delivered excellent customer service, resulting in upper management explicitly requesting me to call unhappy customers back.

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.