Allethia Shoot
Mattoon,IL
Summary
Dedicated Sleep Intake Specialist with a proven track record in client intake, appointment scheduling, and maintaining accurate records. Committed to enhancing operational efficiency and ensuring high levels of client satisfaction.
Overview
2027
2027
years of professional experience
Work History
Sleep Intake Specialist
Medical Service Company
Cleveland, OH
12.2024 - Current
- Conducted initial patient assessments to gather critical health information and streamline intake processes.
- Coordinated appointment scheduling and managed patient flow to enhance operational efficiency.
- Communicated effectively with patients regarding insurance verification and eligibility requirements.
- Maintained accurate electronic health records (EHR) to ensure compliance with regulations and facilitate data retrieval.
- Completed intake assessment forms and filed clients' charts.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Maintained accurate and up-to-date client records.
- Answered phone calls and provided new and existing clients with required paperwork to initiate service.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Facilitated smooth transitions between different departments by effectively communicating relevant client information at each stage of their journey within the organization.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Enhanced office productivity by handling high volume of callers per day.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
Customer Service Representative
Carle Medical Supply
Mattoon, IL
06.2001 - 12.2024
- Resolved customer inquiries through effective communication and product knowledge.
- Processed orders and managed returns efficiently to enhance customer satisfaction.
- Coordinated with supply chain teams to ensure timely delivery of medical products.
- Trained new staff on customer service protocols and system navigation.
- Resolved customer inquiries regarding insurance benefits, eligibility, and claims processing
- Facilitated communication between patients and healthcare providers to enhance service delivery
- Educated clients on available healthcare services and resources based on individual needs
- Streamlined appointment scheduling processes to improve patient access and satisfaction
- Analyzed customer service workflows to identify inefficiencies and recommend solutions
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals. Knowledgeable of EMR system.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Manager
Walmart
Mattoon, IL
1995 - 06.1995
- Led customer service team to enhance client satisfaction and resolve issues effectively.
- Analyzed customer feedback trends to implement strategic improvements in service delivery.
- Provided mentorship to junior staff, fostering a culture of continuous improvement and teamwork.
- Managed performance metrics, ensuring adherence to company standards and policies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Coordinated cross-functional communication to streamline operations and resolve customer inquiries promptly.
Education
High School Diploma -
Neoga High School
Neoga, ILSkills
- Data entry
- Intake assessment
- Compassionate communication
- Critical thinking skills
- Records maintenance
- Follow-up skills
- Group and individual instruction
- Records management
- Cross-cultural sensitivity
- Eligibility review
- Client intake
- Insurance verification
- Appointment scheduling
- Patient scheduling
- Scheduling appointments
- Confidentiality
- Client intakes
- Microsoft office
- Customer service
- Maintaining client records
- Data confidentiality
- Collaboration and teamwork
- Cultural sensitivity
- Medical records review
- Issue reporting
- Data entry software
- Relationship building
Gold Star Awards
Employee recognition is given by patients/clients with a gold star pin that facilitates expertise, compassion, empathy and an overall reputation for patient satisfaction.
Timeline
Sleep Intake Specialist
Medical Service Company
12.2024 - Current
Customer Service Representative
Carle Medical Supply
06.2001 - 12.2024
Customer Service Manager
Walmart
1995 - 06.1995
High School Diploma -
Neoga High School