ALESSANDRA DRUMMOND

Processed high-volume inbound and outbound calls

Demonstrated empowerment to successfully resolve customer inquiries, striving for first interaction resolution.

Adhered to all established workflows, scripting and department greetings.

Ensured the obtained demographics, insurance information, and authorization, are accurate to avoid duplicate records, a rescheduled service or denied service.

Assessed and understood department schedules (Imaging, Lab, Rehab, AHMG) to maximize utilization of resources and services offered. Used critical thinking skills to avoid scheduling conflicts.

Met and exceeded productivity standards determined by department leadership

• Demonstrated a service culture that prioritize the guest experience by delivering the service standard.
• Scanned and bagged all guest items efficiently, accurately and in compliance with food safety standards and company best practices.
• Explained to guests the benefits of Target loyalty programs and assisted with application and sign-up as needed.
• Attempted every return and followed register prompts, partnering with immediate Leaders as needed to help solve for the guest while following Target's policies and procedures.
• Thanked each guest in a genuine way for choosing to shop at Target.
• Communicated with team members on multiple frequency devices and operated handheld scanners and equipment as directed.

• Demonstrated through behavior AdventHealth's core values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork.
• Created a pleasant experience for patients across access related activities including scheduling, registration and pre/post visit communications.
• Answered telephone and responded to patient questions/concerns to ensure prompt accurate resolution was achieved.
• Communicated with the patient or their guarantor to obtain demographic, employment, insurance and current medical condition information in order to perform accurate registration.
• Verified insurance eligibility and determined accurate up-front collection amount.
• Adhered to department policies and procedures and HIPAA regulations.

• Provided exceptional customer service delivery with both inbound and outbound telephone calls, greeted callers, established reason for calling and resolved issues by contacting appropriate person to assist the customer.
• Demonstrated passion for excellence in treating and caring for customers.
• Acted as human answering service outside or during business hours for variety of businesses, including doctor's offices, hospitals and insurance companies.
• Scheduled, canceled or confirmed appointments during closed office hours.
• Recorded a call log in a database and entered notes and contact information about the call.
• Possessed strong work ethic and team player mentality.