Courtney Raesner
Beasley,TX
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
14
14
years of professional experience
Work History
Medical Assistant/Sribe
Mann Eye Institute and Laser Center
Houston, TX
01.2021 - Current
- Assisted with patient examinations, documenting medical histories and vital signs efficiently.
- Coordinated patient scheduling, optimizing appointment flow and reducing wait times.
- Managed inventory of medical supplies, ensuring availability and compliance with protocols.
- Educated patients on post-operative care and medication adherence, enhancing recovery outcomes.
- Collaborated with physicians to streamline office procedures and improve patient experience.
- Trained new staff on clinical protocols and office systems, fostering team efficiency.
- Implemented electronic health record updates for accuracy, supporting seamless information retrieval.
- Conducted quality assurance checks on equipment and procedures to maintain high standards of care.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Collaborated with interdisciplinary healthcare teams to provide coordinated care.
Medical Assistant/Clinical Scribe
Ophthalmic Consultants of Boston
Plymouth, MA
02.2020 - 12.2020
- Assisted in patient intake and medical history documentation to ensure accurate records.
- Coordinated scheduling of patient appointments, optimizing clinic workflow and reducing wait times.
- Conducted preliminary eye examinations using specialized equipment to support ophthalmologists.
- Educated patients on pre-operative and post-operative care instructions to enhance recovery outcomes.
- Managed inventory of medical supplies, ensuring availability for clinical procedures and patient care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Contributed to reduction in patient readmission rates by providing thorough discharge instructions and follow-up care recommendations.
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Streamlined patient check-in process, reducing administrative burden for medical staff.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Conducted patient follow-up calls to monitor treatment progress and answer any questions.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Contributed to a positive clinic atmosphere by maintaining a professional demeanor and demonstrating strong interpersonal skills when interacting with patients and staff members.
Insurance Verification/Front Desk Patient Coordinator
Vargas Foot and Ankle Specialist
Sugar Land, TX
04.2019 - 12.2019
- Coordinated patient appointments and managed scheduling to optimize clinic workflow.
- Facilitated effective communication between patients and medical staff to enhance service delivery.
- Streamlined patient intake processes, reducing wait times and improving overall patient satisfaction.
- Maintained accurate patient records in electronic health record (EHR) systems to ensure data integrity.
- Implemented a digital reminder system for scheduled appointments leading to improved attendance rates.
- Facilitated communication among patients, medical staff, and insurance companies, resolving issues promptly and professionally.
- Enhanced office organization with effective filing systems, resulting in easier access to patient records.
- Managed high call volume effectively, prioritizing urgent matters while maintaining courteousness towards all callers.
- Maintained strict confidentiality of sensitive patient information while adhering to HIPAA regulations.
- Ensured accuracy in data entry by meticulously reviewing daily intake forms and updating patient profiles accordingly.
- Handled financial transactions with precision while discussing payment options with patients in a respectful manner.
- Provided support in the billing department, verifying insurance coverage and processing claims accurately and promptly.
- Coordinated appointments for multiple providers, ensuring timely and efficient scheduling of patient visits.
- Collaborated with other departments to ensure a seamless experience for both new and existing patients throughout their visits.
- Assisted in the implementation of new electronic health record system, contributing to a smoother transition for staff and patients alike.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared and processed patient referrals and transfer requests.
Call Center Representative/Customer Service Advocate
First Choice Medical Insurance
Delray Beach, FL
02.2016 - 03.2018
- Provided exceptional customer service by resolving inquiries and issues related to medical insurance plans.
- Utilized CRM software to manage client interactions and maintain accurate records of communications.
- Trained new staff on call handling techniques and company policies to enhance team performance.
- Collaborated with cross-functional teams to streamline processes and improve overall customer satisfaction ratings.
- Analyzed call metrics to identify trends, ensuring adherence to quality standards during customer interactions.
- Implemented feedback mechanisms to gather insights from clients, driving continuous improvement initiatives.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Administrative Assistant/Bookkeeper
Sonic Industries LLC
Wharton, TX
08.2014 - 06.2016
- Managed calendar scheduling and coordinated meetings for senior executives to optimize productivity.
- Developed and maintained filing systems, enhancing document retrieval efficiency by 30%.
- Assisted in preparing reports and presentations, ensuring clarity and adherence to company standards.
- Streamlined office procedures, reducing administrative processing time by implementing digital tools.
- Coordinated travel arrangements and itineraries, ensuring cost-effective options without compromising quality.
- Oversaw inventory management for office supplies, maintaining optimal stock levels to prevent shortages.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Bartender/Waitress
Flying Saucer Draught Emporium
Sugar Land, TX
08.2012 - 06.2014
- Delivered exceptional customer service in high-volume bar environment.
- Prepared and mixed beverages according to standard recipes and customer preferences.
- Maintained cleanliness and organization of bar area, ensuring compliance with health regulations.
- Trained new bartenders on drink preparation techniques and customer service expectations.
- Managed inventory levels, ordering supplies to minimize waste and ensure availability.
- Implemented efficient workflow processes, reducing wait times during peak hours.
- Collaborated with kitchen staff to create pairings that enhanced dining experience for patrons.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Education
No Degree - Biology
Blinn College
Bryan, TXHigh School Diploma -
Needville High School
Needville, TX06-2011
Associate of Arts - Business Administration
Wharton County Junior College
Wharton, TX06-2013
Skills
- HIPAA compliance
- Patient scheduling
- Customer service
- Medical terminology knowledge
- EMR / EHR
- Clinical documentation
- Data entry
- Phlebotomy
- Procedure assistance
- Electronic medical records
- CPR
- Insurance verification
- Appointment setting
- Professionalism and ethics
- Laboratory specimen collection
- Equipment sterilization
- Medical office administration
- Inventory and supply management
- Payment collection
- Valid Texas Drivers license
- Medical office management
- Reliable transportation
- Medical billing
- Insurance claims
- Case management
- Medical transcription
Timeline
Medical Assistant/Sribe
Mann Eye Institute and Laser Center
01.2021 - Current
Medical Assistant/Clinical Scribe
Ophthalmic Consultants of Boston
02.2020 - 12.2020
Insurance Verification/Front Desk Patient Coordinator
Vargas Foot and Ankle Specialist
04.2019 - 12.2019
Call Center Representative/Customer Service Advocate
First Choice Medical Insurance
02.2016 - 03.2018
Administrative Assistant/Bookkeeper
Sonic Industries LLC
08.2014 - 06.2016
Bartender/Waitress
Flying Saucer Draught Emporium
08.2012 - 06.2014
No Degree - Biology
Blinn College
High School Diploma -
Needville High School
Associate of Arts - Business Administration
Wharton County Junior College