Breanna Kulesa
Elk Mound,WI
Summary
Energetically spearheaded patient relations at Mayo Clinic Health System, mastering high-stress situations with unparalleled professionalism and empathy. Leveraged critical thinking and Epic prowess to enhance patient satisfaction, notably recognized as a top performer. Excelled in mentoring, underpinning team success with advanced problem-solving and customer service skills.
Overview
10
10
years of professional experience
Work History
Specialty Access Operation
Mayo Clinic Health System
07.2017 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved patient complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to patients, handled concerns quickly and escalated major issues to supervisor.
- Answered 45 average constant flow of patient calls with minimal wait times.
- Updated account information to maintain patient records.
- Maintained patient satisfaction with forward-thinking strategies focused on addressing patient needs and resolving concerns.
- Clarified patient issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Crisis Line Specialist
Northwest Connections
10.2014 - 07.2017
- Handled high call volumes calmly and efficiently, balancing empathy with time management skills..
- Prevented potential crises from escalating further by promptly identifying warning signs from callers'' descriptions and implementing appropriate intervention strategies.
- Established trust with diverse caller populations by demonstrating cultural sensitivity and inclusivity during all interactions.
- Documented all interactions with callers accurately, maintaining thorough records for reporting purposes.
- Collaborated with multidisciplinary teams to ensure comprehensive care for clients experiencing mental health crises or suicidal ideation.
- Worked with family members to develop support networks and multifaceted coping techniques focused on client needs.
- Conducted comprehensive assessments of clients to develop individualized treatment plans.
Education
High School Diploma -
Nekoosa High School
Nekoosa, WI05.2007
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Computer Proficiency
- Complaint resolution
- Professional telephone demeanor
- Scheduling
- Team Development
- Staff Training
- Customer satisfaction measurement
- Medical terminology knowledge
- Multi-line phone talent
Timeline
Specialty Access Operation
Mayo Clinic Health System
07.2017 - Current
Crisis Line Specialist
Northwest Connections
10.2014 - 07.2017
High School Diploma -
Nekoosa High School
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