Play a key role in managing the background check process and special projects. Conduct background checks through multiple vendors and ensure results are returned, reviewed, and reported to appropriate stakeholdersResponsible for accurately entering data into internal systems on a daily basisReview drug screen and background results from vendors and update appropriate systemsEscalate issues and exception requests to upper managementManage a high volume of requests and ensure Service Level Agreements are metMaintain strict confidence of employee information and personal dataAssess, recommend and implement process improvements as neededPrepare/draft offer letters on an as needed basisRespond to ad hoc requests from internal and external compliance teamsSupport various projects on an as needed basis to meet business demands

Served as front face of company to provide positive first impression for patientsSwiftly processed incoming doctors' orders for MRI scansContacted patients' insurance companies to verify benefits and assure coverage prior to appointmentsChecked in 8-12 patients per day, while ensuring proper medical documentation so that the MRI technicians could seamlessly complete daily scanning scheduleHandled up to 45 calls per day between patient check-ins, and assisted each caller in a friendly and efficient mannerAided office manager with miscellaneous Microsoft Office questions and other technological problemsImplemented fax machine phonebook data for repeat contacts to more efficiently communicate with doctors, medical facilities, and insurance companies about patient MRI scanning information

Developed scalability of two departments for rapid expansion of companyBalanced team member needs with company obligationsConducted 250+ interviews for the call centerPromoted productivity and savings through process automation and streamlined employee protocolDeveloped project proposals to streamline and automate system processes to save the company up to $228,492 per yearSupported company executives by producing regular reports on department key performance indicators, staffing statistics, wages, and expensesCommunicated and presented reports to executives and other upper management in biweekly meetingsProfessionally corresponded with 12,000+ customers via phone and emailEngaged employees at all levels in the customer service department by conducting focus groups, training classes, and employee appreciation activitiesProofread 6,500+ emails before being sent out to customersDeveloped brand new metric system to track employee performanceProactively implemented a monthly performance review program for all customer service employees, which is used to identify areas of strength and potential improvementCompetent in multiple human resource functions, such as writing job advertisements, interviewing candidates, reviewing, correcting and approving employee time cards, difficult conversations with employees, progressive disciplinary action, and employee terminations

Analyzed department statistics and efficiencies to improve overall success for employees and the companyContinued development of individual team membersMaintained employee data records, such as work performance, attendance, and production levelsPersonally interviewed, hired, and trained all new employeesImproved the content of existing customer contact emails to increase clarity of the order information sent to customers and the level of customer support

Improved employees' skills and performance and built up the teamTracked and ensured completion of 205,000+ tasks related to rectifying late or incorrect customer ordersProofread 6,500+ emails before being sent out to customersWrote customer service representative procedure guidelines from scratch to help employees remember dozens of processes

Assisted customers with finding the right products for their needs and updating them with their order statusesProfessionally corresponded with 12,000+ customers via phone and emailExcelled at providing accurate information to customers, anticipating their needs, and completing communications in a timely manner