Provided patients and internal teammates with superior professional service experiences of compassion, empathy, and above and beyond for patients. Goal was to provide patients with superior service and an outstanding, compassionate, and highly professional and extremely positive experience. Solved complex issues and fulfilled escalated patient needs in real time by coordinating with patients, clinicians, and third parties utilizing conflict resolution and service recovery skills to reach first call resolution and fulfilling patient needs.Received multiple “Values in Action Awards” requiring nomination and leadership approval for exemplifying the organization’s core values, integrity, compassion, and commitment to quality care and service in my day to day work.Assisted in educating new teammates during training and boarding. Chosen by Regional Operations Director to complete special tasks such as contacting patients whose physicians left their practice and assisting them in selecting and transitioning to a new provider within the system and contacting diabetic patients of a Family Medicine clinic in Charlotte who had lapsed in their medical care to assist them in scheduling their follow-up's with their physician.Handled escalated calls for supervisors and Tier I team.

Answered and handled 80-100 inbound calls per day for twenty to thirty Family Medicine, Internal Medicine, and Pediatric Medicine Clinics adhering to each clinic’s unique protocols and procedures assisting patients, home health providers, physicians, insurance companies, funeral homes, law offices, hospitals, durable medical equipment suppliers, hospitals, and other medical and professional staff with a vast array of patient-related needs and requests. Scheduled patient appointments (i.e. physicals, sick visits, office visits and follow-ups, labs, diabetic consults, x-rays, nurse visits, mobility evaluations, counseling and mental health therapy visitsGathered medication and pharmacy information and submitted prescription refill requests to clinical team for RN and physician review and processingCommunicated accurate, detailed messages via patients’ medical charts to clinical teams, physicians, and triage requesting medical orders, changes in patient medications, follow-up medical advice. Reported new patient symptoms with routine and urgent priorities for follow-up from medical.Assisted callers in reaching an RN immediately in cases of medical emergencies and documenting patient symptoms and concerns quickly and accurately per protocol.Participated in cutting edge changes to healthcare industry in which clinical practice operations were becoming centralized to provide higher levels of patient care, efficiency, with fewer missed and unanswered calls to keep up with higher incoming call volume to clinics.Selected by leadership as 1 of only 19 out of nearly 500 teammates company-wide to be part of the first group promoted to new, retrospectively successful pilot position of Patient Concierge Specialist.

Contacted established patients who are in a pre-lapsed or lapsed status with their medical practice who are due or overdue for their annual preventive physical medical exams, PAP exams, and well child visits, (under the direction of Marisol Brown). Scheduled these patients for these needed exams thereby strengthening patient relationships with their providers and Carolinas Healthcare System in order to improve continuity of care and achieve outstanding patient satisfaction levels.Trained and experienced in Epic Encompass and IDX patient scheduling and healthcare management systems as well as SalesForce Manager™ and Cerner/Canopy Pro-Chart™ (non-clinical).Significantly increased my productivity levels week-over-week while working Lapsed Campaign. Completed TeleHealth Solutions insurance activation campaign (under the direction of Bridget Costner and Elise Neilson) working at Whitehall Facility in the Corporate Communications Marketing and Operations Dept. Contacted new patients to schedule full annual preventive physical medical examinations with the purpose of establishing patients with a Primary Care Physician/Practice to assist patients in managing their healthcare, promoting a more healthy and educated community.Consistently met and/or exceeded all appointment and productivity goals set by leadership.

Provided customer service to United Healthcare Medicare Advantage members displaying empathy and demonstrating patience while adhering strictly to HIPAA laws and guidelines. Assisted Medicare members with health plan administration, healthcare and prescription drug coverage information, deductible, co-insurance, and co-pay information, billing and payments, and handled member complaints through appeals and grievances process. "Saved lives" by promoting the benefits of various medical exams such as breast cancer screening, colorectal cancer screening, and annual wellness exam to members and scheduled appointments with their physicians.

Provided customer service and technical support to educators, school administrators, band and choral directors, tour operators, corporations, and trade associations for video productions company providing promotional and keepsake photo and video production services for school trips, sporting events, musical performances, cruises, sales meetings, family reunions, weddings, and other events. After just one month was placed in charge of managing all customer service-related duties for 150 new special test groups (15-200 travelers per tour group) for marketing department of the largest student travel tour operator in the U.S. with the goal of 100% participation from program leaders to assist client in advertising and promoting for additional future bookings.Wrote and implemented new telephone presentation scripting and email communications used for contacting program leaders.Assisted program leaders and video productions team in coordinating multiple simultaneous deadlines for video production such as next year's trip promotional meetings, end of school year, school graduation ceremonies, etc.

Sold full range of telecommunications products and services for National Premium Retailer for Verizon Wireless™. Achieved 2nd place in highest sales in district (54 reps) during sales contest for month of September 2013.

Sold land-line telephone, broadband internet, and Dish™ television services to residential and small business customers at retail location for regional communications and technology solutions provider. Made outbound sales calls to new and existing customers concerning their communication needs and provided customized solutions.Handled complex billing problems, issued account credits and adjustments, processed account and feature changes, customer relocations, service cancellations, etc.Processed bill payments and adhered to cash handling procedures and policies verifying and preparing daily deposits for entire location for courier pick-up.

Assisted existing insurance policy holders with policy inquiries, policy endorsements, escalations, inquiries, billing issues, payments, and processing policy endorsements.Licensed in 19 states to service and sell full range of property and casualty insurance. Cross-sold new renter and condominium policies to existing clients.

Sold wireless voice and data products and services to consumers and small businesses at high-volume retail location for largest wireless carrier in U.S. Consistently met and surpassed monthly productivity quotas for new activations and contract renewals while balancing Key Performance Indicator’s such as accessory sales, rate plan tiers, smart phone sales, returns, internet sales, and data feature sales. Qualified customer needs and recommended appropriate products and services while selling with integrity.Provided the best possible customer service experience to new and existing customers creating strong referral base. Resolved customer concerns assisting with technical equipment, billing, and account related issues. Cooperated with my team through leading by example, taking initiative, and helping co-workers achieve their goals while achieving my own.Assisted management with inventory duties, merchandising, accounting, and other managerial tasks.

Managed and supervised retail location for largest wireless carrier in U.S.Trained, developed and led team of Retail Sales Representatives in many areas such as sales performance and strategies, code of conduct, product knowledge, customer service, technical troubleshooting, POS systems, cash management, accounting, security procedures, merchandising, and inventory control. In charge of all scheduling for location.Monitored individual employee performance including disciplinary action. Conducted individual performance reviews and appraisals and submitted them to Human Recourses. Identified each representative’s areas of opportunity and rewarded them for their successes.Responsible for all location inventory. Performed daily, weekly, and monthly counts. Received satisfactory scores on all audits of my location performed by Compliance.