Caryn Jacobs
Monroe,ME
Summary
Customer service professional dedicated to ensuring smooth healthcare services through effective coordination of communications, referrals, and policy enforcement. Skilled in finding balanced solutions and resolving conflicts.
Overview
21
21
years of professional experience
Work History
Associate Patient Engagement Specialist
Athenahealth
Belfast, Maine
03.2023 - 07.2024
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Explained policies, procedures and services to patients.
- Collaborated with clinical and administrative staff to meet patient needs.
Communicator Operations Senior Analyst
Athenahealth
Belfast, ME
06.2014 - 03.2023
- Evaluated a minimum of 250 patient calls per month, providing feedback to agents in order to enhance performance.
- Maintained agents' performance records and prepared weekly and monthly reports highlighting key metrics, including average handle time and first contact resolution rate.
- Participated in weekly calibration meetings to discuss and enhance agent performance.
- Assisted in developing and implementing Live Operator procedures and protocols.
Grocery Department Manager
Belfast Cooperative
Belfast, Maine
10.2003 - 05.2011
- Managed merchandising efforts across multiple categories within the grocery department.
- Collaborated with other departments to coordinate special events and weekly sales within the store.
- Analyzed data from sales reports to determine trends in customer buying habits and made changes accordingly.
- Developed and implemented procedures for managing inventory levels, ordering, receiving, stocking and distribution of products.
- Supervised staff in the grocery department, including training, scheduling, and evaluating employees.
- Created weekly sales flyer for all departments, including promotional displays and proper signage throughout the entire store.
- Maintained accurate records of all transactions related to the grocery department such as sales reports and inventory counts.
- Delivered expert customer service to store patrons and assisted with locating desired items.
Education
High School Diploma -
Camden-Frontier High School
Camden, ME06-1988
Some College (No Degree) - Psychology
University of Maine
Orono, MESkills
- Patient Services
- HIPAA Compliance
- Excellent Communication
- Adaptability and Flexibility
- Self Motivation
- Team Collaboration
- Attention to Detail
- Problem-solving abilities
- Continuous Improvement
Timeline
Associate Patient Engagement Specialist
Athenahealth
03.2023 - 07.2024
Communicator Operations Senior Analyst
Athenahealth
06.2014 - 03.2023
Grocery Department Manager
Belfast Cooperative
10.2003 - 05.2011
High School Diploma -
Camden-Frontier High School
Some College (No Degree) - Psychology
University of Maine
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