Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Amy Martin

Phenix City,AL

Summary

Hardworking, energetic, and self-motivated professional with over 10 years of direct and indirect customer service experience, looking to transition careers.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Multicare Tech

East Alabama Healthcare Authority
04.2020 - Current
  • Responded quickly and calmly to emergency situations, providing life-saving measures when necessary.
  • Assisted in obtaining and documenting vital signs and placement of oxygen saturation, cardiac monitoring, and non-invasive blood pressure monitoring systems.
  • Maintained a clean and organized emergency room environment to ensure optimal patient safety and comfort.
  • Safely transported patients by wheelchair, stretcher, or bed to other units.
  • Collaborated with healthcare team members to provide vital administrative support during high-stress situations.
  • Facilitated smooth transfer of patients to different departments or facilities, helping maintain a seamless flow within the emergency room.
  • Continually sought ways to optimize administrative processes within the emergency department, identifying areas for improvement and suggesting practical solutions.
  • Assisted in maintaining adequate supplies for the emergency department, ensuring all necessary equipment was readily available when needed.
  • Streamlined communication between healthcare professionals by promptly answering phone calls and relaying important messages.
  • Reduced wait times for patients by effectively coordinating with nurses, doctors, and other staff to ensure prompt attention to their needs.
  • Provided essential back-up support to nursing staff, allowing them more time for direct patient care activities.
  • Enhanced patient satisfaction scores through exceptional customer service skills, addressing concerns professionally, empathetically, and efficiently.
  • Supported quality improvement initiatives through meticulous record-keeping and timely reporting of relevant data to appropriate personnel.
  • Safeguarded patient privacy by securely handling sensitive medical records and adhering to HIPAA regulations.
  • Kept up-to-date on changing protocols within the emergency department through ongoing training sessions, contributing positively towards overall patient care.
  • Improved overall workflow within the ER unit by consistently prioritizing tasks based on urgency level and departmental goals.
  • Served as a vital link between patients, families, and medical staff by providing clear communication in high-pressure situations.
  • Expedited discharge processes for patients, liaising with various departments to complete required documentation swiftly.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Prepared and processed patient referrals and transfer requests.
  • Received and routed laboratory results to correct clinical staff members.
  • Assist in coordinating diagnostic tests, consultations, and transport services.

Family Service Counselor

Lakeview Memory Gardens (Stonemor Properties LLC.)
06.2019 - Current
  • Worked with families and loved ones of deceased loved ones to set committal service plans and select merchandise as needed
  • Worked within community to establish partnerships and strategic sales for prearranged burial services
  • Provided polished and professional service for routine needs and advanced customer problems
  • Counseled, comforted and supported family members of friends during sad and stressful times
  • Promoted cemetery merchandise, services and products to clients, taking means, desires and pre-written instructions into account
  • Managed consultations with loved ones seeking to arrange burial details for family members or friends
  • Developed, updated and maintained database of existing and potential customers in CRM
  • Worked with clients to design memorials such as headstones and benches
  • Ensure that burials are completed and comply with state and company regulations
  • Place work-orders for upkeep of graves for family members
  • Assist cemetery visitors with locating graves of their loved ones
  • In less than 6 months achieved over $100,000 in sales as well as being top producer regionally and making appearances on top producer list company wide

Staffing Specialist

A-1 Employment
10.2015 - 06.2019
  • Managed applicant tracking system database by entering, updating and maintaining candidate contact details, resumes and supporting documentation
  • Scheduled interviews with potential candidates, filled out required paperwork and prepared introduction manuals
  • Communicated with potential hires to provide clarity on expected tasks, compensation and policies
  • Reviewed job applications to identify, vet and recommend optimal candidates
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives
  • Converted employee status from temporary to permanent
  • Administered tests, questionnaires and skill evaluations
  • Provided information about pay rates, dates and training processes
  • Filled contract, temporary and direct hire positions
  • Coordinated drug testing and compiled results
  • Would contact over 100 candidates per day helping company maintain over 15,000 temporary hours weekly on average

Client Services Representative

MedCo Services
09.2012 - 03.2014
  • Delivered superior client services, fostering strong rapport, retention and satisfaction
  • Coordinated with operations staff to resolve service problems and boost client satisfaction
  • Worked as on-site liaison between MedCo Services and East Alabama Medical Center
  • Provided support for call center agents who were assisting patients with billing questions and concerns
  • Managed bad debt accounts, reconciliation of accounts, and invoicing to submit to East Alabama Medical Center
  • Turned bad debt accounts to collection agency after reaching bad debt age
  • Assist patients with finding reasonable options for bill payment such as financial assistance, medical credit and payment plans
  • Managed a team of 3 call center agents and resolved over several thousand customer issues spanning from bill request, payment options, insurance verification and complaints

Customer Service Representative

Aflac
10.2008 - 06.2012
  • Offered advice and assistance to customers, paying attention to special needs regarding their claims
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Educated customers how to use company systems, complete forms and obtain desired services
  • Documented and detailed calls and complaints using call center's CRM database
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials
  • Assisted policy holders with filing claims on their policies
  • On average would speak with over 100 customers per day

Cashier

CVS Pharmacy
08.2006 - 10.2008
  • Processed POS transactions, including checks, cash and credit purchases or refunds
  • Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
  • Restocked, arranged and organized merchandise in front lanes to drive product sales
  • Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
  • Checked prices for customers and processed items sold by scanning bar codes
  • Maintained one hour photo lab as well as digital photo lab
  • Assisted in Pharmacy as needed taking prescriptions, counting medication, and verifying insurance
  • Helped Pharmacy maintain 5 star satisfaction ratings

Education

Associate of Applied Science - General Studies

Southern Union State Community College
Opelika, AL
05.2018

Skills

  • Community resources
  • Client needs assessment
  • Microsoft Proficiency
  • Social media content creation
  • Event coordination

Certification

  • Certified Patient Accounts Representative (2013)
  • Certified Life and Health Insurance Specialist (2008)

Accomplishments

Voted most friendly in the emergency department

Selected for a new hire breakfast with the hospital CEO to provide fresh input on what was observed during the first 90 days

Timeline

Multicare Tech

East Alabama Healthcare Authority
04.2020 - Current

Family Service Counselor

Lakeview Memory Gardens (Stonemor Properties LLC.)
06.2019 - Current

Staffing Specialist

A-1 Employment
10.2015 - 06.2019

Client Services Representative

MedCo Services
09.2012 - 03.2014

Customer Service Representative

Aflac
10.2008 - 06.2012

Cashier

CVS Pharmacy
08.2006 - 10.2008

Associate of Applied Science - General Studies

Southern Union State Community College

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