Amber Bower
Lake Ariel,Pa.
Summary
Experienced customer service professional with a growth mindset, seeking opportunities to expand skills and expertise. Committed to delivering accurate and efficient service to enhance customer satisfaction. Demonstrated ability to handle challenging situations with professionalism and adaptability. Seeking a role that allows for the contribution of strong communication and problem-solving skills to drive positive customer experiences.
Overview
14
14
years of professional experience
Work History
Medical Service Coordinator – Coach
OptumServe
07.2023 - Current
- Explaining assessment/appointment process to Veterans and Service Members
- Gathering availability and obtaining preferences for appointments
- Scheduling appointments within contractual guidelines
- Working with Providers to schedule appointments on behalf of veterans
- Multi-tasking working phones and multiple systems for VBA contract
- Accurately documenting orders
- Working closely with team members in different areas of VBA contract to ensure Veterans have a great experience
- Following proper scripting to ensure all necessary information is given and obtained
- Reviewing all updates to business processes regularly
- Coaching incoming trainees on the processes of VBA contract as an MSC
- Doing quality audits on trainees mock and live calls using excel
- Documenting trainee’s progress
- Pulling reports for quality scores, adherence, disposition, etc
- Among many other responsibilities that are required of MSCs
Transportation
Swingle’s
02.2014 - 07.2023
- Obtaining route details on students, addresses, and schools attending
- Using appropriate tools to create a time efficient and safe route for students on my roster
- Communicate with school students, parents, contractors, and Transportation Director on the needs for a successful van routes
- Communicated delays and early arrivals to management
- Tracking mileage, fuel usage, student attendance, and seating charts
- Regular inspections of tires, all vehicle lights, and cleanliness
- Trained drivers on safety, route knowledge and procedures
- Learned and followed school transportation procedures
- Handled passenger emergencies or disruptions
- Reported delays or accidents
- Drove vehicles over routes or to destinations, complying with traffic regulations to provide smooth and safe rides for passengers
Customer Service/Shopper
Shipt Inc.
06.2020 - 02.2022
- Satisfied customers with quick, accurate service under tight deadlines
- Provide excellent customer service through chats within the app with mobile device
- Exceeded customer expectations consistently as evidenced by highest feedback ratings, frequent repeat customers and increasingly high tips
- Cultivated close relationships with customers, built loyal clientele and went the extra mile in deliveries
- Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified
Medicare Enrollment Processor
TMG Health/Manpower
08.2011 - 01.2014
- Reviewing, editing, and correcting enrollment applications using company software and computers in a fast-paced environment with strict quotas
- Ensuring all applications are complete and accurate
- Revised standard operating procedures to reflect current practices
- Verified confidential or private client information in adherence to state and federal laws
- Verified outdated data and implemented necessary changes to records
- Remained focused for lengthy periods to accurately perform work with adequate speed
- Exceeded quality goals to support team productivity
- Detected flaws in customer and account data, resolving issues and communicating with supervisors
- Handled new enrollments by entering customers' data and reviewing information
Direct Care Worker
Caregivers America
01.2011 - 08.2013
- Cultivated relationships with residents to support happiness and emotional well-being
- Transported patients to medical, dental and personal care appointments
- Aided with mobility and independence for disabled individuals and continually monitored safety
- Assisted with client personal care needs to foster independence and well-being
- Engaged with patients and families to provide emotional support and daily living instruction
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets
- Developed strong and trusting rapport with patients to facilitate smooth, quality care
- Made beds, swept floors and sanitized surfaces to support activities of daily living
- Supervised medication administration, personal hygiene and other activities of daily living
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being
- Followed care plan and directions to administer medications
- Helped clients with personal needs from exercise to bathing and personal grooming
- Laundered clothing and bedding to prevent infection
- Reported concerns to nurse supervisor to promote optimal care
- Ambulated individuals around home, public and medical locations
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule
- Precise and accurate documentation of care given, needed changes to care plans, discussing with case managers on their health and abilities
Education
Associate of Science -
Herzing University
01.2013
Skills
- Customer Support Specialist
- Conflict Resolution Skills
- Medicare/Medicaid Enrollment
- Effective Time Management
- Thoroughness in Tasks
- Accurate Data Entry Accuracy
- Proficient Typist: 60 Words Per Minute
- Service Excellence
- Understanding of HIPAA Regulations
- Confidential Data Handling
- Prioritization Skills
- Requirements Evaluation
- Compassionate Patient Assistance
- Medical Terminology
- Secure Remote Workspace
- Analytical Problem Solving
- Guiding Trainee Development
- Data Entry
- Customer Needs Analysis
- Executed Inbound and Outbound Calls
- Call Review and Audit
Timeline
Medical Service Coordinator – Coach
OptumServe
07.2023 - Current
Customer Service/Shopper
Shipt Inc.
06.2020 - 02.2022
Transportation
Swingle’s
02.2014 - 07.2023
Medicare Enrollment Processor
TMG Health/Manpower
08.2011 - 01.2014
Direct Care Worker
Caregivers America
01.2011 - 08.2013
Associate of Science -
Herzing University
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