Cindy J. Dever
Hudson,NH
Summary
- Professional with a proven track record in Client Service Representative Work in Accounts Receivable/Call Center, General Practice Vet Hospital, as well as Emergency Vet Medicine. Highly-qualified and proficient in office settings, and customer relations. Very knowledgeable in medical terminology and services to support and address customer inquiries.
- Detail-oriented with experience coordinating phone calls, and prioritizing customer issues, Committed to delivering exceptional client service and administrative support. Skilled in scheduling, data-entry, and software including Microsoft Office and Outlook; includes Cornerstone, Avimark, and EZVet, and EPIC software.
- Experienced in animal settings and prioritizing emergencies and appointments. Work well independently and as a team player to balance appointment times and triage as needed.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Southern New Hampshire Medical Center Phys Therapy
03.2023 - Current
- Check in and out patients
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Used EPIC to schedule appointments with physical therapists.
- Handled customer service inquiries in person, via telephone and through email.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Greeted and assisted patients with check-in procedures.
Client Account Representative II
Active Healthcare Receivables
08.2021 - 03.2023
- Served as second lead to coordinate a small work group
- Maintained progress towards management's assigned tasks
- Processed patient payments and updated accounts.
- Analyzed accounts for delinquencies and other ongoing issues.
- Contacted patients as courtesy to review accounts; with avg of 100 calls/day.
- Worked with patient to create debt repayment plan based on current financial condition.
- Entered patient details and notes into system for interdepartmental access and review using EPIC.
Client Service Representative
VetCor, Lockridge Animal Hospital
01.2021 - 07.2021
- Worked with customers in fast-paced setting in coordination with team of customer service associates.
- Answered large volume of multi-line phone calls, emails and faxes per day,
- Check in and check out clients and addressing inquiries and questions.
- Very busy general practice with multiple veterinarians and assisted in coordinating appointments, scheduling, and answering veterinarian questions and inquiries about clients' pets.
- Assisted in obtaining medications and prescription foods for clients' pets and during COVID delivering these to clients' cars.
- Pulled and updated client files (worked with paper files) daily for appointments and to update per client phone calls.
- Part of team that closed out practice on daily basis.
Client Service Representative
Animal Medical Center Of New England Emergency
02.2019 - 01.2021
- Build great customer relations by providing top-notch service and detailed order, account and service information.
- Work with customers in demanding urgent setting in coordination with solid team of customer service associates.
- Educated customers about billing, payment processing and support policies and procedures.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Checked in clients in urgent situations with ease and compassion using Cornerstone Program, as well as checked out
- Liaison with Vet Techs and Vets to triage urgent animal situations to get help needed
- Place phone calls, callbacks, faxes, emails, direct phone calls to appropriate areas, schedule appointments, confirm appointments, and numerous as needed tasks
- Open and close Emergency Front Desk with cash in and cash out
Lead Client Service Representative
Handel With Care
06.2019 - 12.2019
- Worked in smaller general practice vet office as lead receptionist through transition of practice being bought out and new management.
- Was responsible for schedules of CSR's and front office duties to be assigned accordingly. Handled money exchange daily and managed bank deposits, as well as petty cash.
- Answered phones, scheduled appointments, checked patients in and out, cashed out clients. Managed ordering of pet food weekly.
- Met weekly with management and tech supervisor to put plans in action as needed and review practice ongoings and needs and wants.
Nuclear Medicine Cardiology Technologist
Massachusetts General Hospital
08.2005 - 08.2018
- Reviewed physicians’ orders to determine patients’ medical imaging needs and operated radiologic equipment to capture, develop and produce diagnostic images.
- Prepared and administered radiopharmaceuticals.
- Educated patients on procedures and helped minimize anxiety when enhancing cooperation.
- Created and maintained computerized record management systems to record and process data and generate reports.
- Took vital signs of patients entering department, entered information into computer EPIC system, and started IVs.
- Assisted in resolving and satisfying client requests and internal operational issues.
- Managed various general office duties such as answering multiple telephone lines, scheduling appointments as needed, and greeted patients entering department and assisted with their paperwork.
- Provided on-call schedule for techs yearly.
Education
Bachelor of Science - Nuclear Medicine
Salem State University
Salem, MA1985
High School Diploma - undefined
Burlington High School
Burlington, MA1980
Skills
- Excellent customer service
- Strong verbal and written communication
- Very strong organization skills
- Solid computer skills to include Microsoft Office and Vet software
- Excellent with multi-phone lines
- Serve well as point person
- Medical Terminology knowledge
- Multiple years of experience in Veterinary/Medical office settings
Certification
License/Certification: NMTCB - Licensed as CNMT by the NMT Cert Board
References
Dale Dennen, Nuclear Medicine Technologist 781-526-5132
Sherry Daigle, Team Lead AHR/BHR, 603-703-4393
Ana Serratos Vela, Aide/PSR 603-820-6579
Emily Close PT, SNHMC Rehab 351-226-0255
Timeline
Patient Service Representative
Southern New Hampshire Medical Center Phys Therapy
03.2023 - Current
Client Account Representative II
Active Healthcare Receivables
08.2021 - 03.2023
Client Service Representative
VetCor, Lockridge Animal Hospital
01.2021 - 07.2021
Lead Client Service Representative
Handel With Care
06.2019 - 12.2019
Client Service Representative
Animal Medical Center Of New England Emergency
02.2019 - 01.2021
Nuclear Medicine Cardiology Technologist
Massachusetts General Hospital
08.2005 - 08.2018
High School Diploma - undefined
Burlington High School
Bachelor of Science - Nuclear Medicine
Salem State University
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