CHRISTIAN DORVILIER
New Rochelle,NY
Summary
Highly Organized Data Entry & Customer Service Specialist with exceptional communication, problem-solving, and project management skills. Demonstrated ability to manage multiple tasks efficiently in fast-paced environments. Recognized for proactively identifying issues, streamlining processes, and contributing to team success, with a strong focus on enhancing customer satisfaction and operational productivity.
Overview
14
14
years of professional experience
Work History
Revenue Cycle Specialist, Customer Service
Weill Cornell Medicine Physicians Office
06.2024 - Current
- Liaison Role: Served as the primary liaison between clinical departments, finance, and administration to facilitate effective communication, streamline processes, and ensure seamless revenue cycle management from patient intake to final payment.
- Billing Error Resolution: Identified, investigated, and resolved billing errors, discrepancies, and claim denials in a timely and efficient manner, contributing to an increase in revenue and reducing billing cycle time.
- Payment Discrepancies Resolution: Proactively identified and resolved payment issues, working with both patients and healthcare providers to clarify insurance coverage, payment terms, and billing issues, ensuring accurate patient accounts and timely collections.
- Reporting & Analytics: Prepared and presented regular reports to upper management on the status of outstanding claims, billing trends, and revenue cycle performance, offering recommendations for improvement based on detailed analysis.
- Patient Payment Plan Coordination: Developed and coordinated patient payment plans, working closely with patients to create realistic and manageable payment options while balancing compassionate customer service with firm collection practices to ensure consistent and timely payments.
- Customer Satisfaction & Dispute Resolution: Responded to and resolved patient billing inquiries and disputes with a high level of professionalism and urgency, improving customer satisfaction and reducing the number of unresolved issues.
- Volume Management: Efficiently managed approximately 30 incoming communications per day (calls, emails, faxes), addressing inquiries related to billing, payment plans, insurance coverage, and account status.
- Audit & Compliance: Conducted thorough audits of patient accounts, insurance claims, and billing procedures to ensure accuracy, compliance with healthcare regulations, and adherence to insurance guidelines, minimizing billing errors and claim rejections.
- Collaboration & Process Improvement: Collaborated with cross-functional teams, including clinical staff and finance departments, to implement process improvements, streamline workflows, and ensure the timely and accurate submission of claims.
- Compliance & Best Practices: Maintained knowledge of healthcare billing regulations, insurance policies, and industry best practices, ensuring all billing processes adhered to legal requirements and organizational standards.
Customer Service Representative
TTEC Services
11.2023 - 05.2024
- Customer Satisfaction: Enhanced customer satisfaction by promptly addressing concerns, providing accurate information, and offering timely resolutions to inquiries.
- Process Improvement: Streamlined call center operations and workflows to increase efficiency, reduce wait times, and improve overall service delivery.
- Complaint Resolution: Resolved customer complaints with empathy and professionalism, leading to increased customer loyalty and repeat business.
- Website Navigation & Order Assistance: Assisted customers in navigating the company website and placing online orders, enhancing the user experience and ensuring smooth transactions.
- Product Knowledge: Developed comprehensive product knowledge to offer informed recommendations, tailored to individual customer needs, resulting in increased sales and customer satisfaction.
- Training & Mentorship: Provided coaching and mentoring to new hires, ensuring their successful integration into the team and supporting their professional growth and development.
Flight Attendant
American Airlines
12.2018 - 09.2023
- Passenger Satisfaction: Enhanced passenger satisfaction by delivering exceptional in-flight service, addressing individual needs, and creating a positive travel experience.
- Boarding Assistance: Ensured timely departures by assisting with efficient boarding procedures and safely stowing luggage, optimizing on-time performance.
- Safety Compliance: Maintained a safe cabin environment by conducting pre-flight safety checks, ensuring compliance with FAA regulations, and providing safety briefings to passengers.
- Customer Loyalty: Increased customer loyalty through personalized interactions, proactively addressing concerns, and professionally resolving any issues or complaints during the flight.
- Onboard Comfort & Safety: Ensured the safety, comfort, and well-being of passengers throughout the flight by monitoring cabin conditions and responding to passenger needs promptly.
FOOD & BEVERAGE MANAGER
Royal Palm Hotel South Beach
06.2020 - 11.2022
- Oversaw and ensured the team's attentiveness to guests' always needs, maintaining high service standards
- Implemented and upheld excellent customer service practices, including making personalized suggestions based on guest preferences and overseeing the efficient service of food and beverage orders
- Ensured accuracy and presentation of food orders, guaranteeing a delightful dining experience for guests
- Managed the check delivery and payment collection process, ensuring efficiency and accuracy
- Implemented new drink policies, reducing over-pouring by 30%
- Collaborated with chefs to create seasonal menus that met diverse dietary needs and preferences
Vulnerability Analysis & Mapping Officer (VAM)
FOO FOR THE POOR
02.2017 - 08.2019
- Project Development & Alignment: Contributed to the development of Vulnerability Analysis and Mapping (VAM) projects, ensuring alignment with World Food Programme (WFP) policies and guidance.
- System & Tool Support: Assisted in the creation of systems and tools for monitoring and assessing food assistance needs, integrating innovative methodologies and best practices.
- Food Security & Vulnerability Analysis: Supported the development of food security and vulnerability assessments and the preparation of timely reports, ensuring alignment with VAM policies to inform decision-making for country strategy, policies, and programs.
- Data Collection & Quality Assurance: Coordinated data gathering and monitoring systems, ensuring data integrity and adherence to rigorous quality standards.
- Stakeholder Collaboration: Liaised with internal and external implementing partners to monitor project progress, ensuring effective collaboration, timeliness, and efficiency. Identified and highlighted potential risks to project delivery.
- Capacity Building: Supported the training and capacity building of WFP staff, partners, and national government agencies in vulnerability analysis to strengthen preparedness and response efforts.
- Partner Support & Knowledge Sharing: Assisted partners focusing on food security and nutrition by facilitating the sharing of lessons learned, best practices, and experience.
- Team Leadership & Guidance: Provided guidance and supervision to junior staff, acting as a point of reference for analysis and addressing queries.
- Emergency Response Support: Acted in an emergency response capacity as required, providing critical support to meet emergency food assistance needs.
Admissions Coordinator
Iona University
01.2011 - 08.2016
- Admissions Process Improvement: Streamlined the admissions process by implementing an efficient online application system, reducing manual entry and improving overall process efficiency.
- Student Satisfaction: Enhanced student satisfaction by providing timely communication and personalized support throughout the admissions process, ensuring a positive experience for applicants.
- Application Management: Managed a high volume of student applications, ensuring a smooth and timely enrollment process for all parties involved.
- Collaboration & Orientation Program Development: Worked closely with faculty and staff to develop and implement a comprehensive orientation program for incoming students, facilitating their transition to campus life.
- Event Coordination: Organized and executed successful campus visit events, leaving a positive impression of the institution on prospective students and their families.
- Data Accuracy & Record Maintenance: Maintained accurate and up-to-date records of applicant data, ensuring timely decision-making, compliance, and reporting.
- Collaboration with Financial Aid: Coordinated with the financial aid office to streamline scholarship awarding processes, maximizing financial assistance opportunities for eligible students.
- Form Optimization & Application Completion: Increased application completion rates by designing user-friendly application forms and providing clear instructions to applicants, minimizing errors and improving submission rates.
Education
Bachelor Arts - Criminal Justice
Iona College
New Rochelle, NY06.2016
Skills
- Consultative Sales & Needs Assessment
- Complaint & Conflict Resolution
- Call Center Management & Customer Support
- Expert Problem Solving & Critical Thinking
- Data Entry & Data Accuracy
- Data Collection & Analysis
- Customer Relationship Management (CRM)
- Advanced Communication & Interpersonal Skills
- Emergency Response & Crisis Management
- Attention to Detail & Quality Assurance
- Organizational & Time Management Skills
Languages
French
Native or Bilingual
Timeline
Revenue Cycle Specialist, Customer Service
Weill Cornell Medicine Physicians Office
06.2024 - Current
Customer Service Representative
TTEC Services
11.2023 - 05.2024
FOOD & BEVERAGE MANAGER
Royal Palm Hotel South Beach
06.2020 - 11.2022
Flight Attendant
American Airlines
12.2018 - 09.2023
Vulnerability Analysis & Mapping Officer (VAM)
FOO FOR THE POOR
02.2017 - 08.2019
Admissions Coordinator
Iona University
01.2011 - 08.2016
Bachelor Arts - Criminal Justice
Iona College
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