Amy Rusk
Clinton,IN
Summary
Enthusiastic Senior Customer Service Representative with more than 20 years of customer service and leadership experience adds value to business by providing outstanding customer service, engaging customers and building relationships with staff and patients . Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
20
20
years of professional experience
Work History
Spec Customer Service
Ensemble Health Partners
05.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
Senior Financial Counselor
Union Health
Terre Haute, Indiana (IN)
07.2019 - 05.2022
- Helped patients with their billing , by taking payments, setting them up on payment plans, discussing financial assistance, etc....
- Worked with attorneys offices, to get balances due, adjustments and payments.
- Read EOB's to ensure all information was entered correctly .
- Worked any Bankruptcies on outstanding balances.
Admitting Representative
Union Hospital
Terre Haute, IN
10.2017 - 07.2019
- Verified patient details and insurance coverage and collected co-pays.
- Handled admission processes and discharge procedures to transfer patients from hospital to home care, extended facility and self-care plans.
- Arranged forms and charts for each patient.
- Registered patients for labs, surgeries and radiology.
- Followed document protocols to safeguard confidentiality of patient records.
- Calculated collectible amount due for procedures.
- Reviewed hospital schedule and confirmed arrival times.
- Facilitated communication between patients and various departments and staff.
Admitting Supervisor
Union Hosptial
Terre Haute, IN
03.2008 - 10.2017
- responsible for the interviewing , disciplining and termination of staff
- overseeing the department budget
- writing and approving policies
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained staff, established and monitored goals, and conducted performance reviews.
- Completed bi-weekly payroll.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening.
- Supervised team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Admitting Supervisor
Union Hospital
Terre Haute, Indiana (IN)
02.2002 - 03.2008
- Verified patient details and insurance coverage and collected co-pays.
- Handled admission processes and discharge procedures to transfer patients from hospital to home care, extended facility and self-care plans.
- Arranged forms and charts for each patient.
- Registered patients for labs, surgeries and radiology.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Mentored office employees on proper administrative procedures and how to use programs such as [Software], keeping operations consistent and efficient for maximum performance.
- Supervised [Number] administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Education
Associate of Science - Business Administration
Ivy Tech
Terre Haute, Indiana 05.2022
Skills
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Credit Card Payment Processing
- Statement Billings
- Solving Customer Concerns
- Skilled in Microsoft Office
- Critical Thinking
Timeline
Spec Customer Service
Ensemble Health Partners
05.2022 - Current
Senior Financial Counselor
Union Health
07.2019 - 05.2022
Admitting Representative
Union Hospital
10.2017 - 07.2019
Admitting Supervisor
Union Hosptial
03.2008 - 10.2017
Admitting Supervisor
Union Hospital
02.2002 - 03.2008
Associate of Science - Business Administration
Ivy Tech
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