Adrianne M. Sontag
Cincinnati,OH
Summary
Experienced Patient Support Specialist skilled in patient advocacy and Salesforce. Enhanced patient experiences through engagement initiatives and resolved complex inquiries while mentoring new hires. Focused on supporting underserved populations with effective communication and collaboration.
Overview
16
16
years of professional experience
Work History
Patient Support Specialist
PAN Foundation
03.2023 - Current
- Managed high-volume calls with patients, caregivers, providers, and pharmacies, resolving inquiries and processing enrollments in Salesforce and internal systems to improve patient support outcomes.
- Acted as Subject Matter Expert (SME) in medical transportation, supporting enrollment workflows and the Transportation Fund.
- Collaborated with leadership on Transportation Task Force and engaged in equity initiatives to improve patient experience for underserved populations.
- Supported onboarding, training, and mentoring of new hires through phone and chat guidance, enabling smoother transitions into roles.
- Met departmental KPIs while ensuring accurate documentation, compliance, and data integrity.
Customer Support Specialist
Charter Communications
01.2019 - 03.2023
- Provided high-quality inbound and outbound customer support, resolving issues at first contact to enhance customer satisfaction.
- Managed account maintenance, payments, activations, and scheduling, ensuring accurate service changes and timely escalations.
- Troubleshot service outages, billing discrepancies, and order issues across multiple systems, facilitating effective resolution.
- Identified and implemented effective solutions to customer issues, enhancing overall service quality
- Developed and delivered training programs for new employees, improving onboarding experience and knowledge retention
- Ensured compliance with regulatory requirements, safeguarding customer data and maintaining company integrity
Revenue Recovery Auditor
United Parcel Service (UPS)
07.2010 - 01.2019
- Analyzed shipment and account data to identify discrepancies, recovering lost or unbilled revenue, enhancing overall revenue integrity.
- Audited customer accounts to ensure accurate billing and compliance with service agreements.
- Prepared detailed audit reports for leadership and finance, effectively resolving customer invoice inquiries to support decision-making.
- Coordinated escalations and maintained documentation to ensure operational accuracy and compliance with safety standards, reinforcing accountability.
Education
International Academy of Hair Design and Business Administration -
International Academy of Hair Design And Business Administration
Cincinnati, OH10.2002
Mother of Mercy High School -
Mother of Mercy High School
Cincinnati, OH05.1999
Skills
- Patient Advocacy
- Customer support
- Salesforce management
- Patient enrollment
- Medical transportation
- Data analysis
- Salesforce Platform Proficiency
Timeline
Patient Support Specialist
PAN Foundation
03.2023 - Current
Customer Support Specialist
Charter Communications
01.2019 - 03.2023
Revenue Recovery Auditor
United Parcel Service (UPS)
07.2010 - 01.2019
International Academy of Hair Design and Business Administration -
International Academy of Hair Design And Business Administration
Mother of Mercy High School -
Mother of Mercy High School