Angela Jones
Spanaway,WA
Summary
Passionate team leader and team player well-known for creating positive all inclusive workplace culture. Friendly and personable professional willing to take on any challenge in order to make a difference in the lives of others.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
Kaiser Permanente
09.2023 - Current
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments per regulations for each clinic.
- Worked with patients and medical staff to ascertain needs and make referrals to appropriate specialists.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Acted as knowledgeable resource for patients seeking information about their medical needs past and present as well as community resources and support services available to them.
Call Center Supervisor
Ruby Virtual Receptionist
04.2020 - 09.2023
- Supervised and trained over 100 team members with proper skillset and increased confidence to be productive and successful.
- Utilized positive communication to encourage team and promote integrity, respect and togetherness.
- Led weekly team meetings to review performance, discuss adherence targets and motivate staff.
- Collaborated with other team supervisors to create and execute game plans.
- Maintained compliance with company policies, objectives, and communication goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Store Manager
Spirit
07.2018 - 11.2022
- Assisted in recruiting, hiring and training of 20+ team members.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed inventory control, cash control, and store opening and closing procedures.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Provided excellent customer service at all times.
Call Center Supervisor
Hunts Services
02.2014 - 11.2019
- Supervised 7 call center reps in providing excellent customer service to callers requiring assistance for plumbing and electrical issues.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Reduced average handle time through implementation of effective call handling techniques and scripts.
- Delivered services to customer locations within specific timeframes.
Education
Associate of Arts -
Southern Oregon University
Ashland, OR05.2013
Skills
- Caring and Empathetic
- Attention to Detail
- Medical Terminology
- HIPAA Compliance
- Customer Service
- Time Management
- Critical Thinking
- Computer Skills
Timeline
Patient Care Coordinator
Kaiser Permanente
09.2023 - Current
Call Center Supervisor
Ruby Virtual Receptionist
04.2020 - 09.2023
Store Manager
Spirit
07.2018 - 11.2022
Call Center Supervisor
Hunts Services
02.2014 - 11.2019
Associate of Arts -
Southern Oregon University