Chelsea Vangorder
Wilkes-Barre,PA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Health industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Financial Customer Service Representative
Geisinger
11.2022 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed expertise in multiple banking systems and software applications required for effective job performance as a Financial Customer Service Representative.
- Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Built strong relationships with clients through attentive listening, empathetic communication, and sound financial advice.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Patient Access Representative
Geisinger Wyoming Valley Medical Center
03.2021 - 11.2022
- Resolved patient billing issues in line with established guidelines.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Providing excellent customer service by promptly answering patient inquiries.
- Greeted and assisted patients with check-in procedures.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Responded to inquiries by directing calls to appropriate personnel.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Trained new staff on filing, phone etiquette and other office duties.
- Provided excellent customer service to patients and medical staff.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Verified patient insurance eligibility and entered patient information into system.
- Engaged with patients to provide critical information.
- Answered incoming calls, scheduled appointments and filed medical records.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Educated patients on importance of preventive health care and insurance coverage.
Direct Care Worker
Pines Senior Living
09.2019 - 12.2020
- Demonstrated empathy and understanding while addressing the diverse cultural, social, emotional, or intellectual needs of each patient.
- Monitored clients' overall health and well-being and noted significant changes.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Supervised daily activities and provided assistance to staff.
- Utilized active listening skills in order to understand each patient''s unique needs, preferences, and goals for their care plan execution.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Ensured clean and comfortable living environments through diligent housekeeping duties catered towards individual preferences whenever possible.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
- Reduced instances of patient injury through vigilant monitoring and timely intervention in high-risk situations.
- Maintained clean, safe, and well-organized patient environment.
- Completed regular check-ins and progress report for each client.
- Assisted patients with daily living activities such as bathing, dressing, grooming, and feeding for improved quality of life.
Education
High School Diploma -
Mountain View High School
Kingsley, PA06.2017
Skills
Quality Assurance Controls
Customer Relationship Management (CRM)
Computer Skills
Calm and Professional Under Pressure
Work Prioritization
Reading Comprehension
Assertiveness
Personal Hygiene Assistance
Problem Identification
Timeline
Financial Customer Service Representative
Geisinger
11.2022 - Current
Patient Access Representative
Geisinger Wyoming Valley Medical Center
03.2021 - 11.2022
Direct Care Worker
Pines Senior Living
09.2019 - 12.2020
High School Diploma -
Mountain View High School