Belinda Gibson
Ruby Receptionists
Lufkin,TX
1
Language
1
Certification
29
years of professional experience
Detail-oriented professional with 30 years in customer service, including 20+ years as a Medical Transcriptionist and experience as a Virtual Receptionist. Skilled in managing medical transcription accounts, ensuring client satisfaction through effective issue resolution. Proficient in Windows, Office, and various PBX systems, with a strong grasp of medical terminology and HIPAA regulations.
Work History
Virtual receptionist
3 Years 5 Months- Oversee client communication processes, tailoring call responses to client needs. Led the coordination of call transfers and appointment scheduling to enhance service delivery. Supervised the maintenance of client accounts, guaranteeing accuracy in records and transactions. Eager to leverage client interaction skills in a challenging, growth-oriented role.
- Manage high volumes of incoming calls, ensuring exceptional customer service and timely responses.
- Developed comprehensive knowledge of client services, providing accurate information and resolving inquiries effectively.
- Collaborated with cross-functional teams to address client needs and enhance service delivery standards.
- Monitored call metrics to identify trends, providing insights for continuous improvement initiatives.
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Enhanced internal communication by promptly forwarding urgent messages or requests to the appropriate personnel within the organization.
- Maintained detailed records of all calls, messages, and client interactions to ensure accurate information sharing and follow-ups.
- Provided exceptional support during peak call periods through effective multitasking skills while remaining calm under pressure.
- Assisted in the reduction of hold times by efficiently routing callers to available team members or taking detailed messages when necessary.
- Increased productivity with thorough knowledge of company services, products, and personnel roles to effectively address caller inquiries.
- Contributed to team efficiency by actively participating in weekly meetings, sharing best practices, and collaborating on process improvements.
- Responded to calls to provide information concerning services and products and refer calls to appropriate personnel.
- Achieved high levels of confidentiality compliance by securely handling sensitive information during phone conversations and message-taking procedures.
- Improved caller experience by consistently delivering professional, friendly, and empathetic assistance during each interaction.
- Demonstrated adaptability and resourcefulness while navigating unexpected technical issues, maintaining professionalism and focus on providing exceptional service to callers.
- Utilized automated systems to handle customer requests and initiate and complete service orders.
- Reduced miscommunication errors by diligently verifying contact information and message content with callers before ending each call.
- Served as an integral part of the virtual reception team through consistent reliability and punctuality during scheduled shifts.
- Resolved customer issues quickly with timely communication between relevant parties while maintaining a professional demeanor at all times.
- Streamlined workflow processes through constant attention to detail when entering caller details into CRM systems or other record-keeping tools used within the organization.
- Supported office administration tasks such as data entry, document management, appointment scheduling, and email correspondence when needed.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Managed multi-line phone systems to efficiently handle incoming calls and client inquiries.
- Provided exceptional customer service by addressing client needs and resolving issues promptly.
- Coordinated appointment scheduling for clients, ensuring optimal time management and resource allocation.
- Utilized call management software to streamline communication processes and enhance operational efficiency.
MEDICAL TRANSCRIPTIONIST, Imedat
9 Years 3 Months- Achieved high client satisfaction through efficient management of a PM&R clinic with 3 physicians and 2 physician assistants while expanding service accounts. Executed accurate transcription and data entry into EMR, upholding compliance protocols. Delivered rapid turnaround times and superior customer service, significantly improving client experiences. Designed and implemented templates along with a carbon copy database, optimizing operational efficiency.
- Executed transcription of medical dictations with precision and meticulous attention to detail.
- Implemented specialized transcription tools to improve overall workflow productivity.
- Assessed and corrected documents for clarity, focusing on grammar and punctuation to improve overall quality.
- Transcribed medical reports with high accuracy, ensuring compliance with healthcare standards.
- Reviewed and edited transcripts for clarity and completeness, enhancing documentation quality.
- Collaborated with healthcare professionals to clarify terminology and context in transcriptions.
- Implemented process improvements that increased transcription efficiency and reduced turnaround times.
- Led quality assurance initiatives to maintain high standards in medical documentation accuracy.
- Developed training materials for new team members, fostering a culture of knowledge sharing.
- Mentored junior staff on best practices in transcription and industry regulations for optimal performance.
- Corrected grammar, spelling, and syntax mistakes in medical records.
- Accurately documented medical dictation to record patient care records.
- Maintained high levels of confidentiality with sensitive patient information following HIPAA guidelines.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Enhanced accuracy of medical records by transcribing detailed physician dictations.
- Reduced errors in medical reports by reviewing, editing, and proofreading transcripts for clarity and consistency.
- Demonstrated excellent skills to understand diverse accents and dialects.
- Conducted thorough research on unfamiliar terms or phrases during the transcription process which contributed to accurate and comprehensive medical reports.
- Applied medical terminology related to provider-specific treatments and techniques.
- Documented patient medical histories, vitals and test results in electronic health records system.
- Recorded information using word processing, dictation and transcription software and equipment.
- Ensured consistent formatting across all documents, adhering to established templates and style guides for report presentation.
- Actively participated in ongoing training sessions and seminars, honing skills while staying informed about current best practices within the field of Medical Transcriptionist professionals.
- Provided exceptional service to healthcare providers by promptly addressing inquiries and resolving issues related to transcribed reports.
- Contributed to a professional work environment by consistently meeting deadlines and maintaining open communication with supervisors and colleagues.
- Developed expertise in various specialty areas, adapting transcription style to cater to specific medical disciplines.
- Demonstrated adaptability when faced with changes in workload or assignments, ensuring seamless transitions between projects.
- Expedited urgent document requests, ensuring prompt delivery of critical information to healthcare providers.
- Stayed up-to-date with medical terminology and industry trends to maintain accuracy in transcriptions.
- Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms.
- Performed qualitative analysis of records for accuracy, internal consistency and correlation of recorded data.
- Reduced errors in medical records by conducting thorough reviews and corrections of transcriptions before submission.
- Supported clinical decision-making with prompt transcription of diagnostic test results.
- Improved record-keeping efficiency by organizing and cataloging transcribed documents for easy retrieval.
- Verified medical terminology and codes to deliver accurate and up-to-date information.
Account Manager
7 Years 11 Months- I began as an MT. I was quickly promoted to QA, QA Supervisor, and then to Account Manager. Managed 40+ accounts, ensuring client satisfaction and timely resolution of issues. Interacted with physicians and staff to address concerns promptly, maintaining high satisfaction levels. I hired and trained new MTs for my accounts. Developed templates for clients, streamlining communication and enhancing service delivery. I participated in meetings with other managers and Support to resolve issues.
- Managed client accounts, ensuring satisfaction and retention through proactive communication and support.
- Developed strategic plans for account growth, aligning services with client needs and industry trends.
- Collaborated with cross-functional teams to enhance service delivery and streamline operations.
Various
7 Years 7 Months- Supported clients in various customer service roles, including 3 years managing an answering service using a PBX system.
- Worked in temporary office roles to explore career opportunities. I am experienced in data entry as well. I am empathetic with clients and truly do my best to resolve their issues.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Collaborated effectively within teams while also managing independent tasks.
Education
Medical Transcriptionist - Medical Transcription
BUSINESS (ASSOCIATE DEGREE) - Business
Skills
Client interaction
Phone etiquette
Virtual communication
Customer inquiries handling
Call documentation services
Appointment scheduling
Appointment coordination
Data input
Document tracking
Transcription
Documentation review
Microsoft Office
Microsoft Excel
Microsoft Outlook
Word proficiency
Clerical experience
CRM management
Record accuracy
Medical scheduling
Patient records oversight
Medical terminology
Anatomy knowledge
Detail-oriented
Organizational abilities
Scheduling expertise
Problem solving
Critical thinking
Quick learner
Scanning
Front desk
Client-focused
Client relations
English
Keyboarding
Client-focused
Phone etiquette
Certification
- Driver's License
- Associates degree
Languages
English - Fluent
Timeline
Virtual receptionist
Ruby Receptionists
03.2023 - CurrentRead More
MEDICAL TRANSCRIPTIONIST, Imedat
QUALITY ASSURANCE
10.2013 - 01.2023Read More
Account Manager
On~Time Transcription
08.2005 - 07.2013Read More
Various
Positions
01.1998 - 08.2005Read More
Massey Business College
BUSINESS (ASSOCIATE DEGREE) from Business
Read More
US CAREER INSTITUTE
Medical Transcriptionist from Medical Transcription
Read More
Additional Information
Authorized to work in the US for any employer