Beth Cooper
Account Coordinator
Ripley,TN
Summary
Hardworking and reliable with strong ability in Data Analysis and Supervising. Offering decision making, clear & concise communication, and analytical problem-solving. Highly organized, proactive and punctual with a team-oriented mentality.
Overview
8
8
years of professional experience
Work History
Project Manager Team Leader
Cerebral Health - CSR
San Francisco, CA
01.2021 - Current
- Project Manager for a team that reviews and edits company data
- Pinpointed adjustments, performed list scrubs to ensure data integrity and helped improve the outcome of data analysis projects
- Oversaw data accuracy, and completeness while completing internal audits on clinicians
- Reviewed business requirements and revised implementation strategies to resolve data issues
- Wrote Content for internal SOPs regarding how to handle issues found
- Identified pain points in the workflow and suggested a process that would ease them which was then put into practice.
- Audit clinician sessions, during which I pinpointed issues and helped rework the intake/session process to insure all appointments were falling within company and federal guidelines. I also suggested a new pattern during intake to both save the company money as well as ensure HIPAA information wasn't being stored unnecessarily which, until then, left our company vulnerable.
- Frequently hold meetings with different departments such as Legal, Engineering, IT, the head of Clinical teams, CEO and other high-level stakeholders to revise internal processes then walked my team and other managers through the new process
- Write internal SOPs to be followed company-wide
Customer Service Representative/Mentor
Cerebral
Ripley, TN
05.2022 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Liaised with customers, addressed inquiries, handled meeting requests, and answer billing questions to provide outstanding customer care
- Recognized issues and collaborated with leadership to formulate solutions
- Take part in weekly mentor training sessions with new employees who are on boarding
- Booking/reschedule appointments for hundreds of clinicians, as well as update them about their patients
- Handled invoicing clients for past due balances
HRIM/CSR Supervisor
BWI
12.2020 - 05.2021
- Responsible for overseeing the KPI and other analytics via Navient, as well as payroll for 75+ employees using Gusto
- Created Excel spreadsheets to monitor/track each Employee's daily activity,
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care
- Trained staff to provide excellent customer service to challenging customers
- Monitored team of 75 + Customer Services Representatives to assess knowledge, tone and adherence to company policy.
Customer Service Rep
08.2020 - 12.2020
- Outbound calls to potential customers seeking help with their
- Insurance coverage, whether it was Medicare, other health,
- Car, or life
- Verified customer's information, edited whereneeded, evaluated their needs, and connected them to an agent to help
Her - Owner
Body Sculpt
Huntley, IL
02.2015 - 06.2020
- I built a successful company up from scratch and with it, A loyal client base who trusted my suggestions as to which treatments would work best for them and their situation
- To accomplish this, I created my own website, adding content for both the technical medical information for each service as well as breaking all that information down into explanative, palatable bites of information that the general public could understand
- Moreover, I created all marketing for the business as well as handled the analytics to track sales month by month as a way to identify return clients and new sales
Education
HTML And -
Some College
Frictionless Sales - undefined
Inbound Marketing - undefined
undefined
Medical Aesthetics
National Laser Institute
EKG - EKG
Phlebotomy
Healthcare Inservices
Project Management
Coursera
OnlineSkills
Decision MakingData QualityClear and Concise CommunicationAnalytical Problem SolvingReporting ToolsAttention to DetailStrong Work EthicData AnalysisProcess ImprovementSpreadsheet DevelopmentCustomer Communication
Complaint resolution
Key stakeholder relationship building
Service standard compliance
Staff education and training
Training development aptitude
Timeline
Customer Service Representative/Mentor
Cerebral
05.2022 - Current
Project Manager Team Leader
Cerebral Health - CSR
01.2021 - Current
HRIM/CSR Supervisor
BWI
12.2020 - 05.2021
Customer Service Rep
08.2020 - 12.2020
Her - Owner
Body Sculpt
02.2015 - 06.2020
HTML And -
Some College
Frictionless Sales - undefined
Inbound Marketing - undefined
undefined
Medical Aesthetics
National Laser Institute
EKG - EKG
Phlebotomy
Healthcare Inservices
Project Management
Coursera