Amanda Hayley
Lakeland,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Medical Appointment Scheduler
Adapt Health
Lakeland, FL
04.2023 - Current
- Greeted patients upon arrival at the office and verified their insurance coverage.
- Verified insurance eligibility prior to scheduling appointments.
- Assisted in resolving any customer service issues that arose during the appointment process.
- Provided administrative support such as filing, copying, faxing and scanning documents as needed.
- Assisted patients with canceling and rescheduling appointments.
- Followed up with patients and confirmed appointments.
- Coordinated appointments with customers and staff members according to availability.
- Adjusted appointments according to priority and tracked appointment durations.
- Instructed patients regarding how to prepare for appointments.
- Greeted patients and guests upon entering lobby areas.
Customer Service Supervisor
ROK7 LLC
Lakeland, FL
11.2016 - 07.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Customer Service Representative
City of Lakeland, Lakeland Electric
Lakeland, FL
07.2006 - 02.2016
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
High School Diploma -
Evangel Christian School
Lakeland, FL05-2003
Some College (No Degree) -
Hillsborough Community College
Tampa, FLSkills
- Strong Organization
- Appointment Scheduling
- Calendar Management
- Follow-up skills
- Appointment Coordination
- HIPAA Compliance
- Patient Scheduling
- Teamwork and Collaboration
- Goal Setting
- Reliability
- Payment Scheduling and Collection
- Documentation and Recordkeeping
- Time management abilities
References
References available upon request.
Timeline
Medical Appointment Scheduler
Adapt Health
04.2023 - Current
Customer Service Supervisor
ROK7 LLC
11.2016 - 07.2018
Customer Service Representative
City of Lakeland, Lakeland Electric
07.2006 - 02.2016
High School Diploma -
Evangel Christian School
Some College (No Degree) -
Hillsborough Community College