Cicely Patterson
Elkton,MD
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.
Overview
7
7
years of professional experience
Work History
Medical Receptionist
Christiana Care Health System
Elkton, MD
08.2019 - 02.2024
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Preload Supervisor
United Parcel Service, UPS
Newark, DE
09.2016 - 02.2023
- Improved operational efficiency by implementing effective workflow processes and resource allocation strategies.
- Enhanced team performance by conducting regular training sessions, setting clear expectations, and providing constructive feedback.
- Streamlined package handling procedures for faster processing and reduced turnaround time.
- Coordinated daily activities with cross-functional teams, ensuring seamless operations and timely deliveries.
- Implemented safety protocols to maintain a secure workplace, reducing workplace accidents significantly.
- Conducted performance evaluations for staff members, identifying areas for improvement and developing action plans for growth.
- Developed strong relationships with drivers to facilitate smooth handoffs of packages between shifts.
- Optimized loading methods to maximize trailer space utilization while maintaining package integrity during transit.
- Mentored new hires on company policies and procedures, ensuring successful integration into the team and adherence to best practices from day one.
- Spearheaded customer service initiatives aimed at resolving issues proactively through improved communication channels between departments and customers alike.
- Enforced compliance with regulatory requirements such as OSHA standards, minimizing potential fines or penalties related to safety violations or non-compliance incidents.
- Actively participated in weekly team meetings, contributing ideas and insights to continually improve departmental performance and communication across the organization.
- Inspected work areas to keep free of hazards and maintain proper function of safety equipment.
- Trained new team members on proper and safe use of tools and equipment.
- Resolved conflicts between team members and addressed complaints or grievances.
Education
N/A - Business Administration
Strayer University
Washington, DCHigh School Diploma - General Studies
Thomas Stone High School
Waldorf, MD05.2001
Skills
- Paperwork Processing
- Scheduling
- Complaint resolution
- Data Collection
- Data Entry
- Shipping procedures understanding
- Quality Assurance Controls
- Client Relations
- Computer Proficiency
- Money handling abilities
- Record preparation
- De-Escalation Techniques
- Sales expertise
- Complaint Handling
- Call Center Operations
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Outlook
Timeline
Medical Receptionist
Christiana Care Health System
08.2019 - 02.2024
Preload Supervisor
United Parcel Service, UPS
09.2016 - 02.2023
N/A - Business Administration
Strayer University
High School Diploma - General Studies
Thomas Stone High School