Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer

Caryn Jacobs

Monroe,ME

Summary

Focused customer service professional with a passion for helping others. Offers over 30 years of experience in finding balanced solutions, and resolving conflicts.

Overview

30
30
years of professional experience

Work History

Associate Patient Engagement Specialist

athenahealth
03.2023 - 07.2024
  • Coordinated scheduling patient appointments across multiple locations
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families
  • Explained policies, procedures and services to patients with full HIPAA compliance.

Sr. Analyst Communicator Operations

athenahealth
06.2014 - 03.2023
  • Evaluated +/-250 patient calls per month, providing feedback to agents in order to enhance performance
  • Maintained agents' performance records
  • 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.

Education

No Degree - Psychology

UMO
Orono, ME

High School Diploma -

Camden Rockpory High School
Camden, ME
06.1988

Skills

  • HIPAA Compliance
  • Appointment Scheduling
  • Patient Education
  • Customer Service
  • Problem-Solving
  • Attention to Detail
  • Excellent Communication
  • Team Collaboration
  • Caring and Empathetic

Timeline

Associate Patient Engagement Specialist

athenahealth
03.2023 - 07.2024

Sr. Analyst Communicator Operations

athenahealth
06.2014 - 03.2023

No Degree - Psychology

UMO

High School Diploma -

Camden Rockpory High School

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Caryn Jacobs