Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abbey Klassen

Minneapolis,Minnesota

Summary

Dynamic Customer Service Representative Lead at AdaptHealth with expertise in issue resolution and medical records management. Proven track record in training teams to enhance productivity and customer satisfaction. Skilled in data entry and patient scheduling, fostering a collaborative environment that drives engagement and efficiency. Committed to delivering exceptional service and support.

Overview

14
14
years of professional experience

Work History

Customer Service Representative Lead

AdaptHealth
02.2021 - Current
  • Answered constant flow of customer calls with minimal wait times.
  • Coached employees through day-to-day work and complex problems.
  • Managed appointment scheduling using advanced scheduling software to optimize client bookings.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assisted in resolving scheduling conflicts promptly to minimize disruptions in service delivery.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Established and updated work schedules to account for changing staff levels and expected workloads.

Durable Medical Equipment Representative

Allina Health Home Health
10.2020 - 02.2021
  • Documented information regarding installations, repairs and inventory checks.
  • Maintained safe work environment and adhered to privacy regulations.
  • Drove employee engagement and guest experience through coaching, training and development.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Certified Optometric Technician

Pearle Vision
09.2018 - 09.2019
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
  • Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
  • Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.
  • Communicated with ophthalmic companies to keep inventory at appropriate levels.

Sales Leader

Lane Bryant
09.2014 - 09.2018
  • Acquired and maintained full knowledge of product technical and functional aspects to better serve customers' needs.
  • Coordinated solutions for new and existing customers to meet unmet needs and resolve various issues.
  • Engaged with customers in a sincere and friendly manner.
  • Resolved customer service issues promptly.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Trained new employees on proper protocols and customer service standards.

Claims Specialist

Emergency Physicians Professional Association, EPPA
06.2011 - 08.2012
  • Prepared files, letters and notices.
  • Logged, allocated and managed claims.
  • Created and updated Excel tracking spreadsheets.
  • Followed up with customers on unresolved issues.
  • Tracked the progress of all outstanding insurance claims.
  • Conducted full claim investigations and reported updates and legal actions.

Education

Bachelor of Arts - Communications

College of Saint Benedict
Saint Joseph, MN
05.2014

Bachelor of Arts - English

College of Saint Benedict
Saint Joseph, MN
05.2014

High School Diploma -

Hudson High School
Hudson, WI
2010

Skills

  • Medical Records Management
  • Issue and Complaint Resolution
  • Interpersonal Communication Skills
  • Data Entry and Maintenance
  • Insurance claims
  • Sleep Medicine
  • Patient Scheduling
  • Patient Health Information Access
  • Indirect Patient Care
  • MS Office
  • EPIC
  • EMR / EHR

Timeline

Customer Service Representative Lead

AdaptHealth
02.2021 - Current

Durable Medical Equipment Representative

Allina Health Home Health
10.2020 - 02.2021

Certified Optometric Technician

Pearle Vision
09.2018 - 09.2019

Sales Leader

Lane Bryant
09.2014 - 09.2018

Claims Specialist

Emergency Physicians Professional Association, EPPA
06.2011 - 08.2012

Bachelor of Arts - Communications

College of Saint Benedict

Bachelor of Arts - English

College of Saint Benedict

High School Diploma -

Hudson High School

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