Cassie Gilbert
Wyandotte,MI
Summary
Overview
8
8
years of professional experience
Work History
Patient Relations Specialist
Grand Rapids Ophthalmology
08.2023 - Current
- Handle a high volume of inbound and outbound calls.
- Entered in new patient information into system and update existing patient information into chart.
- Provided excellent customer service to patients and medical staff.
- Taken an average of 60-90 calls a day.
- Communicate with coworkers and management about any schedule changes
- Resolve customer complaints and escalate issues to appropriate department.
- Conducted regular follow-up calls to monitor patient progress and address any lingering concerns or questions.
- Verified patient insurance eligibility and entered patient information into system.
Customer Service Representative
CVS Pharmacy
09.2018 - Current
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Ophthalmic Tech Assistant / Photographer
Tukel Eye Center
04.2021 - 08.2023
- Perform patient testing on various ophthalmic testing devices including visual fields, fundus photos, OCT, cell check, pentacam and autorefractor, take pachymetry measurements and intraocular pressure measurements
- Electronically transfer all testing via Harmony to physician exam rooms
- Record medical information into electronic medical records using NextGen system
- Ready exam rooms for physicians by seating patients and pulling up doctor’s preferred NextGen templates
- Sterilize medical instruments
- Fill in at the front desk as needed answering phones, triaging patients and accurately scheduling appointments, checking patients in and out and collecting payments
- Perform follow-up patient telephone calls and scheduling of patients.
Customer Service Representative
Family Dollar
07.2016 - 07.2019
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Built relationships with customers to encourage repeat business.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Bachelor of Psychology -
Liberty University
Lynchburg, VA08.2020
Associate of Business Science -
Wayne County Community College
Taylor, MI06.2015
Skills
- Critical thinking
- Active listening
- Multitasking capabilities
- Organizational skills
- Caring and Empathetic
- Microsoft Office Suite
Affiliations
- Tau Sigma National Honor Society, 05/2017, Present
- Chi Omega Sorority, 08/2015, 05/2016
Community Service
Volunteer, Wyandotte Animal Shelter, Cleaned animal cages & litter boxes. Provided animals with walks and play time., Assisted in interviewing potential adopters., Assisted in programming computer system.
Timeline
Patient Relations Specialist
Grand Rapids Ophthalmology
08.2023 - Current
Ophthalmic Tech Assistant / Photographer
Tukel Eye Center
04.2021 - 08.2023
Customer Service Representative
CVS Pharmacy
09.2018 - Current
Customer Service Representative
Family Dollar
07.2016 - 07.2019
Bachelor of Psychology -
Liberty University
Associate of Business Science -
Wayne County Community College
Similar Profiles
Hannah WilliamsHannah Williams
Optician at Grand Rapids OphthalmologyOptician at Grand Rapids Ophthalmology
Gene LanierGene Lanier
Certified Ophthalmic Assistant/Ophthalmic Technician at Grand Rapids OphthalmologyCertified Ophthalmic Assistant/Ophthalmic Technician at Grand Rapids Ophthalmology
Daniel BaischDaniel Baisch
Manager at Grand Rapids Grand PrixManager at Grand Rapids Grand Prix