Summary
Overview
Work History
Education
Skills
Timeline
Generic

ANTONIO WHITTEN

Houston,TX

Summary

Currently seeking a challenging leadership role by applying creative problem solving skills. Learn management skills with a growing company to achieve optimum utilization of its resources and maximize profits. Looking to continue my career with an organization that will utilize my skills to benefit mutual growth and success. Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership. Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

18
18
years of professional experience

Work History

Patient Contact Center

Texas Children’s Hospital
Houston, TX
09.2014 - Current
  • Provide confirmation of existing appointment date and time
  • Verify patient demographics, update if needed
  • Confirm whether a referral order has been received
  • Transfer non scheduling calls to appropriate clinic
  • Educate and communicate arrival times, important information to bring to appoints and how to prepare for medical procedures
  • Televox email cancelation of appointments requested through Televox emails
  • Outbound referral scheduling contacting parents to get referrals from physicians scheduled and completing the daily reports by changing the status of the order appropriately and completing any manual call outs as needed
  • Educate to parents out of network authorization requirements, referral and authorization requirements, and all other necessary information to ensure a positive patient experience
  • Follow cue cards to answer questions regarding the clinic, physician and insurance
  • Address patient or responsible party’s various scheduling needs (e.g., recurring appointments, A+Plus and My Chart appointments, interpreter service, recall/wait list scheduling)
  • Schedule specialist appointments
  • Mychart Activation and assistance.
  • Proposed or approved modifications to project plans.

Customer Service Representative

General Dynamics
Houston, TX
10.2013 - 04.2014
  • Assisted customers with completing application for the Health Insurance Marketplace
  • Mentored new employees in training
  • Provided explanation of benefits
  • Assisted in looking for other options for benefits if not able to afford plan received
  • Coordinated in person meetings for customers to apply in person.

Certified Installer/Project Coordinator

CSI Factory
Houston, TX
08.2010 - 04.2014
  • Installed completed surveillance systems both commercial and residential
  • Completed full evaluation of installation including the quote for the install
  • Contacted any leads concerning installation and visit properties to provide any follow ups and maintenance

Customer Service Representative

ICM
Houston, TX
04.2008 - 07.2010
  • Answered inbound technical/customer service/sales calls relating to entertainment services for SBC
  • Established long term customer relations
  • Assisted customers with their billing and payment needs and accept payments via credit cards
  • Listened and probe to determine customer’s technical issue and educate them on proper trouble shooting resolutions.

Education

Associates -

University of Phoenix

Skills

  • PROFICIENCIES
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Access
  • Microsoft Outlook
  • Epic Production

Timeline

Patient Contact Center

Texas Children’s Hospital
09.2014 - Current

Customer Service Representative

General Dynamics
10.2013 - 04.2014

Certified Installer/Project Coordinator

CSI Factory
08.2010 - 04.2014

Customer Service Representative

ICM
04.2008 - 07.2010

Associates -

University of Phoenix
ANTONIO WHITTEN