• Inbound and outbound communications via Zendesk, chat and email accurately in line with company SOP’s• Documented, researched and resolved customer service issues.• Collaborated across departments to resolve customer-related issues.• Communicating with hotel partners and supplier to resolve any client or booking issues• Collaborated in enhancing our Trustpilot scores, contributing to elevating the company's ranking within the top 10% of our industry• Recognized as the primary point of contact for coworkers (in and out of my assigned department) and management regarding process and procedure inquiries, consistently relied upon to navigate and apply Standard Operating Procedures (SOPs) effectively. Assisting in troubleshooting and researching for coworkers across multiple teams. Instrumental in resolving intricate customer and company escalations, utilizing comprehensive understanding of SOPs to provide solutions tailored to each unique situation.• Daily reports: Duplicate bookings and Last-minute check-ins (data entry, quality assurance)• Special Projects: Assist supervisor in creating SOP’s, Creating and organizing Confluence for the Customer Service Team and Unsubscribing/deleting data inbound requests• Proactively assesses team and customer concerns, meticulously documenting IT tickets to swiftly identify and resolve issues impacting our website and third-party programs• Conducted thorough chargeback investigations by analyzing client complaints, booking software data, and payment platform (Braintree) transactions, collaborating with suppliers and partners to gather supporting evidence. Successfully secured refunds from partners and suppliers where applicable to recover funds lost due to chargebacks. Diligently submitted all evidence and refund results for documentation• Investigated and raised awareness about revenue leakage by identifying uncompleted payments within our payment processor and recouping loss by working with hotel partners and suppliers

•Developed client trust by completing inbound and outbound communications via ZenDesk, chat and email accurately in line with company SOP’s and following local and federal regulations•Assisted providers in consistent flow of scheduled patients by accurately scheduling and record patients’ medical history and in electronic medical record (EMR- Cerebral)• Communicate and run various tasks in Slack, ZenDesk, 1Password, Google Suites, Airtable, TruePill, DoseSpot, DocuSign, ChargeBee, Stripe, Excel•Special Projects: Duplicate Accounts Reconcile 02/2022, Opioid Use Disorder 03/2022, Stripe migration error rescheduling 03/2022, Asynchronous care error 03/2022 and Emergency record request line 04/2022 inbound callers in learning more about the services, enrollment criteria and their responsibilities in the program. (Data entry and quality assurance)•Opioid use disorder- Assist in inbound calls, emails and EMR chat in learning more about the services, enrollment criteria and their responsibilities in the program. Alerting and forwarding any high priority communications to the on-call RN, provider, or manager.

•Conduct verbal interviews of Covid19 symptoms for every employee that entered the site•Obtained temperature screenings to track employees and contractors every time they entered site•Reported employees that had positive verbal screenings to the Covid19 Hotline for further review and tracking

• Established positive working relationships with multiple providers to assist in patient care and the specific provider needs• Checked in patient (virtually and in person) verifying identity, insurance, demographics and payments/co-pays. (20-50 patients per day)• Accurately record patients’ medical history, vital signs, Medicare Wellness testing and information such as test results in electronic medical record (EMR- Athena)• Communicated via telephone with patients for results and/or documentation of current medical concerns in electronic medical record• Provided patient records within federal and local guidelines and regulations (ROI, HIPAA)• Point of care testing to include: Urinalysis, Glucose, HCG, Strep A, Influenza A/B• Promoted services provided by the clinic• Weekly reports, inventory and ordering

•Fast paced clinics managing 20-50 patients per day•Prepared pre-visit chart preparations and huddles with providers to access the needs of the patients•Checked in patient, verifying insurance, demographics and payments/co-pays•Accurately record patients’ medical history, vital signs, Medicare Wellness testing and information such as test results in electronic medical record•Communicated via telephone with patients for results, medication refills and/or documentation of current medical concerns in electronic medical record (EMR- Epic)•Provided patient mobility services as needed•Handled discharge of patients to include wound care, immunizations, after visit summary review and scheduling of follow ups •Blood draws and Point of Care testing to include: A1C, Urinalysis, Glucose, HCG, Urine drug screens, Strep A, Influenza A/B, ECG. Inhouse labs-D-Dimer, Chem 8, CBC, blood glucose•Assist in completing patient outreach from a monthly health maintenance list for 5 providers to assist in scheduling patients with their primary care provider for preventative care

•Fast paced clinics managing 20-50 patients per day•Prepared pre-visit chart preparations and huddles with providers to access the needs of the patients•Checked in patient, verifying insurance, demographics and payments/co-pays•Accurately record patients’ medical history, vital signs, Medicare Wellness testing and information such as test results in electronic medical record•Communicated via telephone with patients for results, medication refills and/or documentation of current medical concerns in electronic medical record (EMR-Epic)•Provided patient mobility services as needed•Handled discharge of patients to include wound care, immunizations, after visit summary review and scheduling of follow ups •Blood draws and Point of Care testing to include: A1C, Urinalysis, Glucose, HCG, Urine drug screens, Strep A, Influenza A/B, ECG. Inhouse labs-D-Dimer, Chem 8, CBC, blood glucose•Assist in completing patient outreach from a monthly health maintenance list for 5 providers to assist in scheduling patients with their primary care provider for preventative care

•Fast paced clinics managing 20-50 patients per day•Prepared pre-visit chart preparations and huddles with providers to access the needs of the patients•Checked in patient, verifying insurance, demographics and payments/co-pays•Accurately record patients’ medical history, vital signs, Medicare Wellness testing and information such as test results in electronic medical record•Communicated via telephone with patients for results, medication refills and/or documentation of current medical concerns in electronic medical record (EMR-Epic)•Provided patient mobility services as needed•Handled discharge of patients to include wound care, immunizations, after visit summary review and scheduling of follow ups •Blood draws and Point of Care testing to include: A1C, Urinalysis, Glucose, HCG, Urine drug screens, Strep A, Influenza A/B, ECG. Inhouse labs-D-Dimer, Chem 8, CBC, blood glucose•Assist in completing patient outreach from a monthly health maintenance list for 5 providers to assist in scheduling patients with their primary care provider for preventative care

-Shift Supervisor-Store Manager• Led a team of 10-15 employees to achieve daily operational goals efficiently.• Developed and implemented training programs to increase staff productivity and morale.• Responsible for inventory management, ordering supplies, and maintaining quality standards.• Communicated effectively with customers to ensure satisfaction and resolve any issues promptly.• Balanced the stores financials by turning a store profitable after implementing inventory par systems to minimize waste and adjusting schedules to meet customer and store needs• Weekly and monthly data entry reports for financials, inventory and labor

•Fast paced clinics managing 20-50 patients per day•Prepared pre-visit chart preparations and huddles with providers to access the needs of the patients•Checked in patient, verifying insurance, demographics and payments/co-pays•Accurately record patients’ medical history, vital signs, Medicare Wellness testing and information such as test results in electronic medical record•Communicated via telephone with patients for results, medication refills and/or documentation of current medical concerns in electronic medical record (EMR- eClinicalWorks and Epic)•Provided patient mobility services as needed•Handled discharge of patients to include wound care, immunizations, after visit summary review and scheduling of follow ups •Blood draws and Point of Care testing to include: A1C, Urinalysis, Glucose, HCG, Urine drug screens, Strep A, Influenza A/B, ECG. Inhouse labs-D-Dimer, Chem 8, CBC, blood glucose•Assist in completing patient outreach from a monthly health maintenance list for 5 providers to assist in scheduling patients with their primary care provider for preventative care