Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Caletha Peterson

Reynoldsburg,OH

Summary

Personable and dedicated Customer Service Specialist with extensive experience in the tech support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Experienced in utilizing CRM software and Salesforce Analysis. Practiced Care Plan Coordinator dedicated to timely and accurate completion of patient assessments, supporting development of comprehensive care plans. Collaborates with interdisciplinary team in monitoring progress and adjusting plans to achieve target results. Observes member care, recommending opportunities for improvements.

Overview

8
8
years of professional experience

Work History

Care Coordinator

Quantum Health
02.2023 - Current
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
  • Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
  • Educated patients on self-care strategies, promoting independence and empowering them to manage their health conditions.
  • Advocated for patients'' rights within the healthcare system, working diligently to address concerns or barriers to care.
  • Negotiated with insurance providers to secure coverage for necessary treatments, alleviating financial stress for patients.
  • Organized community health fairs to promote wellness and preventive care, increasing community engagement.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.

Office Manager

TLC Bug Bombers
03.2021 - 05.2022
  • Cross trained in multiple departments to know all company needs and train new employees
  • Analyzed and updated all necessary changes to Gorilladesk software
  • Processed customer service requests via phone support and email support
  • Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
  • Noted customer correspondence in CRM to track requests, problems and solutions
  • Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
  • Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
  • Audited internal data and processes to identify and manage initiatives, improving business performance
  • Recommended metrics and models based on observed trends
  • Worked with internal teams to understand business needs and changing strategies

Childcare Provider

CC’s Childcare Service
06.2019 - 01.2021
  • Teaching age-appropriate communication and problem solving skills
  • Planning daily activities, meal planning and educational trips
  • Satisfied customer queries over phone and email to maintain positive patient-provider relationships
  • Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs
  • Enforced rules and managed behavior through developmentally appropriate discipline

Customer Service Rep/Tech Support

Dish Network
02.2017 - 03.2019
  • Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current
  • Maintained customer database by entering any new and updated customer and account information
  • Satisfied customer queries over phone and email to maintain positive patient-provider relationships
  • Ability to explain technical issues to a non-technical customer
  • Knowledge of computer software and guide users through diagnostic tools following verbal instructions

Education

Licensed Esthetician - Esthetics

Mason Anthony
Westerville, OH
11-2022

Skills

  • Efficient and Detail-Oriented
  • Email Support
  • Understanding Customer Needs
  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Salesforce
  • Data Entry
  • CRM Software
  • LiveChat
  • Microsoft Office
  • Billing Adjustments and Refunds Review
  • Analytics
  • Case Management
  • Documentation
  • Patient Education
  • Claims Processing
  • Quality Assurance
  • Insurance Practices
  • HIPAA Guidelines
  • Utilization Management

Accomplishments

    Proud owner of a small business Everything Bags Boutique LLC. I specialize in selling all different kinds of handbags, travel bags, book bags and more. I have grown a following of over 4.5 k followers on Facebook.

Timeline

Care Coordinator

Quantum Health
02.2023 - Current

Office Manager

TLC Bug Bombers
03.2021 - 05.2022

Childcare Provider

CC’s Childcare Service
06.2019 - 01.2021

Customer Service Rep/Tech Support

Dish Network
02.2017 - 03.2019

Licensed Esthetician - Esthetics

Mason Anthony

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Caletha Peterson