Cindy Rhodes
Birmingham
Summary
Dynamic professional with over 17 years in customer service and surgical scheduling. Known for adaptability and a strong work ethic, successfully implemented digital tools to improve response times and foster positive guest relationships.
Overview
23
23
years of professional experience
Work History
Medical Concierge
UAB/ St. Vincent's One Nineteen
Birmingham, AL
06.2009 - Current
- Delivered exceptional customer service by anticipating guest needs and providing tailored recommendations.
- Managed reservations, ensuring accuracy and timely responses to inquiries.
- Coordinated guest arrivals and departures, facilitating seamless check-in/check-out processes.
- Developed relationships with local businesses to enhance guest experiences through exclusive offers.
- Oversaw concierge team training, promoting best practices in customer engagement and service delivery.
- Implemented new digital tools for tracking guest requests, improving response times and satisfaction levels.
- Led initiatives to streamline communication between departments, enhancing overall operational efficiency.
- Resolved guest complaints effectively, fostering positive relationships and maintaining high service standards.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Maintained detailed records of guest preferences to personalize future visits.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
- Enhanced guest experience by providing personalized recommendations for dining and entertainment.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
- Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.
- Enhanced guest loyalty by recognizing and celebrating repeat guests' visits.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Responded to guest inquiries to maximize guest satisfaction.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Surgery Scheduler
Dr. Lyle Cain -Andrews Sports Medicine
Birmingham, AL
02.2003 - 06.2009
- Coordinated surgical schedules, ensuring optimal use of operating room time and resources.
- Collaborated with medical staff to confirm patient appointments and reduce scheduling conflicts.
- Managed patient communications, providing clear instructions for pre-operative preparations.
- Streamlined appointment processes, enhancing workflow efficiency within the office.
- Led initiatives to improve patient satisfaction through enhanced communication and appointment confirmations.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
- Coordinated surgical team schedules for seamless procedure planning and execution.
- Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Educated patients about surgeries and provided treatment plan documentation.
- Developed relationships with referring physicians'' offices, fostering strong communication channels that benefited both parties in coordinating patient care.
- Utilized advanced software tools to optimize appointment availability and efficiently manage surgeon calendars.
- Assisted with the coordination of post-operative care plans, facilitating smooth transitions for patients during recovery periods.
- Coordinated with facilities to set up surgeries for Orthopaedic.
- Assisted with medical coding and billing tasks.
- Performed various administrative tasks by filing, copying and faxing documents.
Education
Associate of Science - Medical Assistant
University of Alabama At Birmingham
Birmingham, AL05-1994
Skills
- Customer service
- Guest services
- Customer service excellence
- VIP service
- Patient event coordination
- Reservations management
- Administrative support
- Accurate record keeping
- Information management
- Telephone etiquette
- Telephone etiquette
- Effective problem solving
- Analytical skills
- Administrative support
- Maintaining composure
- Exceptional communication
- Strong communication
- Team supervision
- Team collaboration
- Highly adaptable
- Proactive attitude
- Strong work ethic
- Superior organization
- Excellent multitasking
- Multitasking Abilities
- Decision-making
- Attention to detail
- Client confidentiality
- Discreet confidentiality
- Crisis management
- Patient advocacy
- Guest engagement
- VIP service
- Scheduling software
- Multitasking
Timeline
Medical Concierge
UAB/ St. Vincent's One Nineteen
06.2009 - Current
Surgery Scheduler
Dr. Lyle Cain -Andrews Sports Medicine
02.2003 - 06.2009
Associate of Science - Medical Assistant
University of Alabama At Birmingham