Summary
Overview
Work History
Education
Skills
Timeline
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Cormella Freeland

San Antonio,TX

Summary

Organized Patient Service Representative with 8 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in ERM,IDx,Saleforce,EHR,CRM.Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 8 years of relevant work experience to your team. Knowledgeable and dedicated customer service professional with extensive experience in 8 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.


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. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

21
21
years of professional experience

Work History

Principal Diabetes Processor Specialist

Medtronic
07.2016 - Current
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Reduced errors with meticulous attention to detail and thorough review of documentation.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Entered data into computer tracking system and filed paperwork according to procedures.
  • Analyzed processor data and developed insight reports for management review.
  • Submit per-auth for pharmacy and DME product
  • Knowledge of hcp codes ,dx code and medical terminology
  • Outbound calls to patients, insurance and doctors offices.
  • Improved patient outcomes by implementing evidence-based nursing interventions and individualized care plans.
  • Facilitated patient transitions between different levels of care, ensuring continuity of services and minimizing disruptions in treatment plans.
  • Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
  • Collaborated closely with other departments like Marketing and Supply Chain Management in order to drive seamless operations that ultimately benefit the end-user experience.
  • Ensured HIPAA compliance with diligent attention to patient confidentiality in handling sensitive information.
  • Enhanced physician efficiency by providing timely and accurate transcriptions for medical records.
  • Optimized electronic health record systems by regularly updating and maintaining accurate patient information.
  • Supported diagnostic processes by meticulously documenting test results and physician interpretations in the medical record.
  • Verified medical terminology and codes to deliver accurate and up-to-date information.
  • Used iDx to input information into computerized patient record system.
  • Improved patient satisfaction by streamlining appointment scheduling and implementing electronic health records.
  • Enhanced department efficiency through the development and implementation of new healthcare policies and procedures.

Team Leader

Kohl's
06.2013 - 06.2016
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
  • Use Ecommerce to keep records of customer interactions, customer accounts, and file documents.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Attracted potential customers by answer online questions and suggesting information about other products and services.
  • Enhanced team performance by providing ongoing training, coaching, and feedback to sales agents.
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Improved customer retention rates with personalized service strategies tailored to individual client needs.
  • Analyzed sales data for insights into trends and opportunities for improvement, leading to targeted action plans that drove results.
  • Conducted regular performance reviews for each team member, identifying areas of strength and opportunities for development.
  • Facilitated open communication between team members by conducting weekly meetings that encouraged brainstorming and idea-sharing sessions aimed at improving our approach toward achieving objectives.
  • Identified opportunities and found solutions for continuous improvement.
  • Promoted new products and services to existing customers, driving revenue growth and satisfaction.
  • Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.

Customer Service Sales Representative

Time Warner Cable
01.2006 - 05.2016
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Set and achieved company defined sales goals.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Analyzed market trends and competitor offerings to identify opportunities for growth within targeted segments.
  • Organized detailed sales reports, tracking progress against targets, identifying areas for improvement, and implementing corrective action plans as needed.
  • Collaborated with team members to achieve monthly sales targets consistently.
  • Resolved customer complaints professionally, ensuring a positive outcome for all parties involved.
  • Provided ongoing technical support for clients, fostering trust and ensuring customer retention.
  • Coordinated installation schedules with technicians, ensuring timely service delivery and minimal disruption for clients.
  • Raised brand awareness through participation in community events, sponsorships, and local advertising efforts.
  • Established rapport with potential customers through active listening, understanding their needs, and offering tailored solutions.
  • Resolved customer complaints promptly by addressing concerns directly or escalating issues as necessary.
  • Trained and mentored new sales representatives.
  • Ensured compliance with company policies throughout the entire sales process-from initial contact to post-sale followup.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Developed and implemented sales strategies to increase profits.
  • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
  • Generated new leads through networking and attending industry events.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Developed and implemented marketing plans to increase brand awareness and drive sales.
  • Collaborated with cross-functional teams to identify and address customer needs.

Customer Care Representative

Kohl's
06.2012 - 12.2012
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Communicated with clients regarding account services, statements, and balances.
  • Logged call information and solutions provided into internal database.
  • Boosted sales revenue by identifying upsell opportunities and promoting additional products or services.
  • Increased customer satisfaction by addressing and resolving service inquiries promptly and professionally.
  • Maintained high levels of customer retention through diligent follow-ups and relationship-building activities.
  • Developed personalized solutions for customers, leading to increased loyalty and repeat business.
  • Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolution and overall satisfaction.

Manager

SUBWAY®Restaurants
10.2002 - 12.2006
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Improved customer satisfaction by implementing new menu options and streamlining food preparation processes.
  • Enhanced employee productivity through the development of comprehensive training programs and performance evaluations.
  • Reduced food waste by closely monitoring inventory levels and implementing effective ordering procedures.
  • Ensured high standards of cleanliness and sanitation with regular inspections and staff training.
  • Increased overall efficiency by optimizing staff schedules to meet fluctuating business demands.
  • Developed strong relationships with vendors, negotiating favorable pricing on ingredients and supplies.
  • Boosted profitability by analyzing sales data to identify popular menu items and adjust offerings accordingly.
  • Delivered exceptional guest experiences through diligent oversight of daily operations, addressing concerns promptly and professionally.
  • Implemented cost-saving measures in areas such as labor management, portion control, and energy usage to maximize profit margins.
  • Promoted a positive work environment by fostering open communication among team members and resolving conflicts effectively.
  • Enhanced safety protocols for both employees and guests by adhering to strict food handling guidelines, ensuring proper storage of ingredients, and maintaining up-to-date certifications on equipment usage.
  • Collaborated with marketing teams to develop promotional strategies that attracted new customers while retaining existing clientele.
  • Streamlined catering services for special events, liaising with clients to ensure their needs were met efficiently and successfully executing functions from start to finish.
  • Stayed abreast of industry trends, incorporating innovative ideas into menus, service techniques, or other operational aspects when beneficial for the establishment''s success.
  • Managed budgetary constraints effectively, allocating funds appropriately across various departments based on prioritized needs assessment.
  • Upheld company policies consistently across all areas of operation while remaining flexible enough to address unique situations as they arose within the workplace setting.
  • Cultivated an inclusive atmosphere that fostered collaboration between diverse team members within the kitchen space.
  • Maintained a high level of quality control by regularly reviewing dishes for taste, presentation, and adherence to established standards.
  • Continually sought opportunities for professional development, participating in industry conferences and workshops to stay current with best practices in food service management.
  • Assessed the effectiveness of implemented changes periodically, adjusting strategies as needed based on performance metrics and feedback from staff members.
  • Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Addressed and resolved customer service issues to establish trust and increase satisfaction.
  • Controlled labor hours and inventory costs through hands-on management and proactive changes.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
  • Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.

Education

Bachelor of Science - Business Healthcare Management

Capella University
Minneapolis, MN
12.2023

Skills

  • Document Review
  • Multitasking and Organizing
  • Continuous Improvement
  • Document Management
  • Microsoft Excel
  • Paperwork Management
  • Quality Control
  • Reports Analysis
  • Interpersonal Communication
  • Data Entry
  • Data Entry Background
  • Customer Service

Timeline

Principal Diabetes Processor Specialist

Medtronic
07.2016 - Current

Team Leader

Kohl's
06.2013 - 06.2016

Customer Care Representative

Kohl's
06.2012 - 12.2012

Customer Service Sales Representative

Time Warner Cable
01.2006 - 05.2016

Manager

SUBWAY®Restaurants
10.2002 - 12.2006

Bachelor of Science - Business Healthcare Management

Capella University

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Cormella Freeland