Bernice Kwabla

• Facilitated account opening and closing activities to enhance customer service efficiency.
• Facilitated ordering of credit and debit cards for customers.
• Orchestrated customer and back office discussions to effectively resolve account issues.
• Resolved customer complaints with tact and professionalism, ensuring repeat business through excellent conflict resolution skills
• Provided actionable feedback to enhance team performance.
• Developed innovative deck concepts and meeting agendas for team calls.
• Cultivated connections with customers and guests through personalized greetings and attentive service.

Resolved scheduling conflicts to maintain high-quality patient services.

• Expertly managed planning, scheduling, and coordination of outpatient procedures.
• Arranged pre-operative and post-operative appointments for surgical patients.
• Answered phone calls and messages for 50 physicians at medical facility, scheduling appointments, and handling patient inquiries.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

• Documented all calls and inquiries in computer system.
• Confirmed appointments, communicated with clients, and updated client records.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Operated multi-line telephone system to answer and direct high volume of calls.
• Collected co-payments, processed transactions and updated relevant records.

• Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
• Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
• Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
• Followed up with patients to reschedule missed appointments.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.