Altrina Grant
Naperville,IL
Summary
Proven leader in customer service and operational efficiency, with a track record of enhancing team performance and patient care at Rush Medical Group. Skilled in insurance verification and escalation handling, I've driven significant improvements in patient satisfaction and process optimization. Leveraging organizational skills and a focus on quality assurance, I excel in fast-paced environments, consistently achieving top-tier results.
Overview
35
35
years of professional experience
Work History
Warehouse Order Picker
Amazon.Inc
11.2023 - Current
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Increased order picking efficiency by utilizing warehouse management systems and barcode scanning equipment.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Collaborated with team members to achieve daily order fulfillment targets, contributing to overall warehouse productivity.
Call Center Manager
Crate
05.2018 - Current
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
Central Scheduling Specialist
Edwards Elmhurst
09.2020 - 09.2022
- Used electronic systems to enter provider orders and retrieve test results.
- Increased accuracy in appointment allocation by verifying physician availability and matching it appropriately with each specific case requirement.
- Ensured timely insurance verification for all scheduled appointments, preventing delays in treatment plans.
- Achieved optimal efficiency by proactively identifying areas for improvement within the central scheduling system.
- Streamlined appointment cancellations or rescheduling requests, ensuring minimal disruption to daily operations while accommodating patients'' needs effectively.
- Strengthened relationships with healthcare providers through consistent follow-ups and accurate information updates.
- Reduced patient wait times by swiftly addressing scheduling conflicts and finding suitable alternatives.
Call Center Executive
ATT
05.1997 - 10.2017
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Contributed to the development of new training materials, resulting in increased employee engagement and productivity.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
- Served as an expert resource on company policies, products, and services to both customers and team members.
- Enhanced team performance by collaborating with colleagues and sharing best practices for effective communication.
Patient Care Representative
Rush Medical Group
08.1989 - 06.1995
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Enhanced communication between patients, families, and healthcare providers through clear explanations of treatment plans and procedures.
Education
No Degree - Pediatric Nursing
University of Illinois - Champaign Urbana
Champaign, ILHigh School Diploma -
Dunbar Vocational
Chicago, IL06.1989
Skills
- Call Center Customer Service
- Team coaching
- Escalation Handling
- Performance Improvements
- Data entry proficiency
- Patient Registration
- Insurance Verification
- Organizational Skills
- Multitasking ability
- Patient-focused care
- Reporting skills
- Employee Motivation
- Quality Assurance
Timeline
Warehouse Order Picker
Amazon.Inc
11.2023 - Current
Central Scheduling Specialist
Edwards Elmhurst
09.2020 - 09.2022
Call Center Manager
Crate
05.2018 - Current
Call Center Executive
ATT
05.1997 - 10.2017
Patient Care Representative
Rush Medical Group
08.1989 - 06.1995
No Degree - Pediatric Nursing
University of Illinois - Champaign Urbana
High School Diploma -
Dunbar Vocational