Alison Cusmano
Macungie,PA
Summary
Seeking Supervisor Customer Service role with over 7 years of experience in customer facing positions. Proven leader with expertise in coordinating appointments, managing patient data and delivering exceptional service in high pressure environments. Skilled in relationship building, employee oversight, and proficient in Epic Software CRM for efficient operations.
Overview
7
7
years of professional experience
Work History
Senior Scheduling Coordinator
Lehigh Valley Hospital and Health Network
Allentown, PA
07.2020 - Current
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Managed appointment setting, cancellations, and rescheduling for clients, enhancing customer satisfaction.
- Streamlined communication channels to ensure timely updates and changes to schedules were disseminated efficiently.
- Communicated schedule changes to appropriate department personnel and other ancillary areas.
- Utilize One Source and E-Care systems to verify insurance eligibility, process workers' compensation claims, and input accurate demographic and insurance details into Epic for a seamless administrative workflow.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Guided employees in handling difficult or complex problems.
- Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
- Provided guidance and support to colleagues on order inquiries and appointment scheduling, ensuring smooth operations and efficient service delivery.
- Manage and coordinate scheduling for a diverse range of medical imaging studies and therapy appointments, including MRI, ultrasound, and nuclear medicine, tailored to specific patient needs.
Patient Service Representative
Lehigh Valley Hospital and Health Network
Allentown, PA
11.2017 - 07.2020
- Facilitated seamless patient interactions by efficiently scheduling appointments and coordinating surgical consultations, ensuring a welcoming experience for patients with diverse medical needs.
- Trained new team members, imparting comprehensive knowledge of patient service procedures, and enhancing team efficiency.
- Accurately entered and updated patient information in the Epic system, maintaining confidentiality, and ensuring data integrity for streamlined healthcare operations.
- Managed financial transactions, processing payments via cash, checks, credit, and debit cards, while ensuring accuracy in billing and returns.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Verified insurance coverage, processed referrals, and handled workers' compensation claims, ensuring compliance with healthcare protocols and patient eligibility.
Education
BBA - Business Administration And Management
Southern New Hampshire University
Manchester12-2024
Bachelor of Arts -
Kingsborough Community College
Brooklyn, NY05-1995
High School Diploma -
Edward R. Murrow High School
Brooklyn, NY06-1992
Skills
- Excellent communicator
- Active listener
- Proven leader
- Relationship builder
- Outstanding organizational skills
- Fully trained in Epic Software CRM
- Microsoft office proficiency
- Confidential Records Management
- Employee Oversight
Timeline
Senior Scheduling Coordinator
Lehigh Valley Hospital and Health Network
07.2020 - Current
Patient Service Representative
Lehigh Valley Hospital and Health Network
11.2017 - 07.2020
BBA - Business Administration And Management
Southern New Hampshire University
Bachelor of Arts -
Kingsborough Community College
High School Diploma -
Edward R. Murrow High School