Brooke Foster
Crofton,Maryland
Summary
Dynamic Call Center Team Lead with a proven track record at EIS, excelling in team management and quality assurance. Expert in escalation handling, I enhanced patient satisfaction through efficient communication and streamlined processes, significantly reducing hold times. My adaptability and empathy fostered a supportive environment, ensuring urgent matters were prioritized effectively.
Overview
13
13
years of professional experience
Work History
Call Center Team Lead
EIS
02.2019 - Current
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
- Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Streamlined call center processes for efficiency, resulting in improved average handle time and reduced hold times.
Call Center Representative
Cheasapeak Eye Care and Laser Center
08.2012 - 01.2019
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
- Set appointments according to patients needs.
- Coordinated care among multiple departments, facilitating seamless patient experiences across various specialties within the practice.
Education
General Studies
Prince George's Community College
Upper Marlboro, MDSkills
- Call center customer service
- Proficient in EMR
- Team management
- Escalation handling
- Quality assurance
Timeline
Call Center Team Lead
EIS
02.2019 - Current
Call Center Representative
Cheasapeak Eye Care and Laser Center
08.2012 - 01.2019
General Studies
Prince George's Community College
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