AMY BOWDLE
Oakland,KY
Summary
Experienced professional seeking a position at Ensemble to make a meaningful impact and thrive. Passionate about supporting team growth and development, I am dedicated to helping others succeed by contributing my skills and expertise. Committed to creating a positive and collaborative work environment, I strive to foster a culture of excellence and continuous improvement. Excited about the opportunity to utilize my talents in an innovative organization that empowers individuals to reach their full potential. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Credit Service Specialist
Ensemble Health Partners
REMOTE
05.2024 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Worked High Dollar, Self Pay, and Government accounts to bring resolution to the account
- Came on board with Credits to a New Hospital System Tallahassee Memorial.
Customer Service Representative
Ensemble Health Partners
REMOTE
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- I became a Smart in September 2023 and remained there until I transferred to the Credit Department May 2024
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
CUSTOMER SERVICE REPRESENTATIVE
STARGAZER SATELLITE
08.2020 - Current
- Schedule Dish Network Appointments, Set up Accounts, Data Entry, Answer Phones, Troubleshoot issues for Customers, Make Sales in Office
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
FRONT OFFICE COORDINATOR
THE MEDICAL CENTER BOWLING GREEN KY
09.2017 - 08.2020
- Insurance and Verification Claims Specialist, Schedule Patient Appointments in EMR, Customer Service in Outpatient Physical, Occupational, and Speech Therapy, Answered Multiple Phones Lines, Multitasked Daily, Ordered all Office Supplies for Outpatient Department, Billing Specialist, Trained Multiple Employees, Gained Leadership Skills, Incorporated a Book with all insurance company information, phone numbers, and polices for incoming employees, Managed the day to day office functions, Opened and Closed the Department, Fax, Filing, and Copying done Daily
- Handled financial transactions responsibly, collecting copayments and processing payments with attention to detail.
- Improved patient relations by proactively addressing concerns or complaints with professionalism and empathy.
- Managed high call volumes effectively, addressing patient inquiries and resolving issues promptly.
- Supported administrative tasks such as filing, data entry, and document management to maintain an organized office environment.
- Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
- Managed inventory of office supplies, ensuring adequate stock levels were maintained for efficient daily operations.
- Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
- Enhanced patient experience by managing front office operations efficiently and professionally.
- Maintained a clean, organized, and welcoming reception area to create a positive first impression for patients.
- Prepared daily reports for management review, highlighting key performance metrics related to front-office activities.
- Oversaw the training and onboarding of new front office staff, ensuring a thorough understanding of job responsibilities and clinic procedures.
- Safeguarded patient privacy by strictly adhering to HIPAA regulations and maintaining confidentiality at all times.
FRONT DESK CUSTOMER SERVICE
J. TEREBUH OPTOMETRY BELLEFONTAINE, OHIO
07.2014 - 02.2017
- Insurance Authorizations, Schedule patients, Answer Multiple Phone Lines, Fax, File, Copy, Use Multiple Office Equipment, Trained New Employees, Trouble Shoot, Greeted patients on the phone and in office, Answered Patient questions
- Scheduled appointments and verified appointments daily with multiple different doctors
- Supported sales initiatives by informing potential customers about available promotions or special rates when handling reservation inquiries.
- Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere in the hotel lobby area.
- Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
- Streamlined check-in and check-out processes, leading to reduced wait times for guests.
- Maintained a welcoming environment for guests by consistently providing friendly and efficient service.
- Organized front desk materials efficiently, ensuring easy access for staff members during busy periods.
- Greeted and verified members and guests upon entry to optimize security.
LIBRARY DIRECTOR
BELLECENTER PUBLIC LIBRARY
09.2000 - 07.2014
- In charge of day to day activities of the Library, Ordered all books and supplies for the Library, Organized and Oversaw all Library programs, Hired and interviewed potential employees, Reported Monthly to a Board of Trustees
- Promoted a culture of continuous learning among staff members through regular training sessions and educational opportunities.
- Increased library patron satisfaction by implementing innovative programming and events tailored to community needs.
- Assisted customers with questions and requests.
- Improved collection development with thorough analysis of circulation statistics, ensuring a diverse and relevant selection of materials.
- Managed budgets effectively, allocating funds strategically to maximize resources while minimizing expenses.
- Developed, implemented, and managed special programs like school summer reading plans.
- Directed requests to appropriate maintenance personnel regarding physical improvement and upgrades necessary at all library facilities.
- Enhanced the library''s digital presence, expanding online resources and creating user-friendly website interfaces.
- Mentored junior staff members in their career progression, providing guidance on professional development opportunities.
- Implemented successful volunteer programs, engaging community members in meaningful ways to support the library''s mission and goals.
- Officially represented library at local meetings and town hall events to advocate for sponsorship opportunities.
- Oversaw facility improvements, ensuring accessible and welcoming spaces for patrons of all ages and abilities.
- Organized library circulation processes.
- Prepared deposits and balanced money drawer.
- Held meetings to assess future policies, procedures and long-range plans.
- Oversaw library staff and maintained ongoing training development program geared at educating personnel on library systems and equipment.
- Trained staff and wrote employee manuals.
- Hired, scheduled and motivated library staff and volunteers.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
DEGREE NOT COMPLETED -
OHIO STATE UNIVERSITY
Lima, OHHIGH SCHOOL DIPLOMA - College Preparatory
UPPER SCIOTO VALLEY HS
McGuffey, OH01.1989
Skills
- I have over 20 years combined of customer service skills I am friendly and have excellent phone skills I am quick to learn and like to take on a challenge I am a multitasker and have attention to detail
- CRCR completed 5-2023
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Appointment Scheduling
- Team Development
- Administrative Support
- Microsoft PowerPoint
- Staff Training
- De-Escalation Techniques
- Building rapport
- Live chat support
- Dispute Resolution
- Multi-line phone talent
- Insurance Authorization and Follow up
- Smart Training Program
- Mentor/Mentee Program
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team staff members.
- Very Proficient in Powerpoint and Microsoft Word
- Training capabilities.
Volunteer Experience
I have excellent leadership skills. I was a Library Director for 14 years and oversaw all the programs, employees, and day to day budgeting. I was also an Office Coordinator and was in charge of all Insurance Authorizations and Scheduling. I am self-motivated and thrive under pressure.
Certification
CRCR Certified 5-23
Timeline
Credit Service Specialist
Ensemble Health Partners
05.2024 - Current
Customer Service Representative
Ensemble Health Partners
07.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
STARGAZER SATELLITE
08.2020 - Current
FRONT OFFICE COORDINATOR
THE MEDICAL CENTER BOWLING GREEN KY
09.2017 - 08.2020
FRONT DESK CUSTOMER SERVICE
J. TEREBUH OPTOMETRY BELLEFONTAINE, OHIO
07.2014 - 02.2017
LIBRARY DIRECTOR
BELLECENTER PUBLIC LIBRARY
09.2000 - 07.2014
DEGREE NOT COMPLETED -
OHIO STATE UNIVERSITY
HIGH SCHOOL DIPLOMA - College Preparatory
UPPER SCIOTO VALLEY HS