Anna B. Pellerin
Dayton,ME
Summary
Customer service and healthcare operations professional with over 10 years of experience supporting patients, members, clients, and healthcare teams. Skilled in customer relations, conflict resolution, CRM systems, EPIC, training and mentoring staff, billing support, and process improvement. Recognized for strong communication, problem-solving abilities, and delivering exceptional service in fast-paced environments. Credentialed EPIC Trainer with extensive experience managing high-volume inquiries while maintaining accuracy, professionalism, and customer satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Associate / Trainer
MaineHealth
Scarborough, ME
02.2022 - 10.2025
- Delivered high-volume customer support, addressing 60–90 patient inquiries daily in a fast-paced healthcare environment.
- Utilized EPIC and CRM systems to document, track, and resolve patient concerns accurately and efficiently.
- Trained and mentored new employees on communication standards, workflows, and customer service best practices.
- Resolved complex insurance, claims, billing, and account issues while maintaining professionalism and empathy.
- Streamlined workflows and supported process improvements that enhanced customer experience and operational efficiency.
Customer Relations Coordinator
12.2023 - 07.2024
- Managed escalated patient and customer concerns, providing timely and professional resolution.
- Conducted detailed account reviews to clarify billing and service-related issues.
- Coordinated clinical and service dispute reviews while maintaining accurate documentation and follow-up.
- Researched and resolved complex account issues requiring attention to detail and critical thinking.
- Reduced customer service backlogs, improving response times and customer satisfaction.
Member Services Representative
YMCA
Biddeford, ME
12.2018 - 02.2022
- Delivered exceptional customer service to members and guests in a high-volume environment.
- Assisted prospective members with membership enrollment and onboarding.
- Conducted facility tours and explained membership options and benefits.
- Resolved member concerns and escalated issues when appropriate.
- Supported member retention through relationship building and service excellence.
Stay-at-Home Parent
Family
Saco, ME
11.2016 - 12.2018
- Managed household operations, schedules, budgeting, and logistics.
- Demonstrated strong organizational, communication, multitasking, and problem-solving skills.
Office Administrator
Providence Human Services / Pathways of Maine
Scarborough, ME
03.2014 - 11.2016
- Coordinated care services and client referrals while maintaining communication with providers and clients.
- Managed confidential client records and ensured compliance with organizational policies.
- Collaborated with multiple facilities to coordinate services and resolve client needs.
- Tracked compliance and revenue data using Excel and client management systems.
- Prepared reports and maintained accurate administrative documentation.
Behavioral Health Professional
09.2013 - 02.2014
- Provided therapeutic mentoring and behavioral support services to clients.
- Maintained communication with clinicians, families, and care teams.
- Completed documentation and session notes accurately and on time.
- Participated in ongoing training to support quality care delivery.
Barista
Starbucks
Saco, ME
09.2010 - 09.2013
- Delivered outstanding customer service in a fast-paced retail environment.
- Handled cash transactions and maintained accuracy in daily operations.
- Balanced multiple responsibilities while maintaining quality and efficiency.
- Collaborated effectively with team members to meet customer needs.
School Bus Driver
Windham School Department
Windham, ME
09.2007 - 09.2011
- Ensured safe and timely transportation of students.
- Managed student behavior and communicated with parents and school staff as needed.
- Maintained a safe, inclusive, and supportive environment for students.
Camp Counselor
YMCA
Biddeford, ME
06.2013 - 08.2013
- Planned and supervised activities for children in a recreational setting.
- Maintained communication with parents, children, and staff.
- Fostered a safe, structured, and engaging environment.
Education
Bachelor of Arts - Sociology, Natural Remedies
University of Southern Maine
Portland, MEAssociate Degree - Theater (Stage Management & Technical Theater)
Dean College
Franklin, MAHigh School Diploma - undefined
Daniel Hand High School
Madison, CTSkills
- EPIC
- CRM Software
- Microsoft Excel, PowerPoint, Word, Excel, Teams
- Data Entry
- Customer Support Systems
- Documentation Management
- Healthcare Information Systems
Certification
- Credentialed EPIC Trainer
- Driver’s License
- Class B Commercial Driver’s License with School Bus and Passenger Endorsements
CORE COMPETENCIES
- Customer Service & Client Relations
- EPIC & CRM Systems
- Training & Staff Development
- Conflict Resolution
- Healthcare Operations
- Billing & Insurance Support
- Process Improvement
- Data Entry & Documentation
- Time Management
- Problem Solving
- Written & Verbal Communication
- Policy Compliance
- Team Collaboration
Timeline
Customer Relations Coordinator
12.2023 - 07.2024
Customer Service Associate / Trainer
MaineHealth
02.2022 - 10.2025
Member Services Representative
YMCA
12.2018 - 02.2022
Stay-at-Home Parent
Family
11.2016 - 12.2018
Office Administrator
Providence Human Services / Pathways of Maine
03.2014 - 11.2016
Behavioral Health Professional
09.2013 - 02.2014
Camp Counselor
YMCA
06.2013 - 08.2013
Barista
Starbucks
09.2010 - 09.2013
School Bus Driver
Windham School Department
09.2007 - 09.2011
Bachelor of Arts - Sociology, Natural Remedies
University of Southern Maine
Associate Degree - Theater (Stage Management & Technical Theater)
Dean College
High School Diploma - undefined
Daniel Hand High School