EMILY HANNAH CROFT
HICKORY,nc
Summary
Hardworking and dedicated Customer Service Specialist with [7+] years of experience delivering exceptional service and resolving customer inquiries. Skilled in building strong relationships and consistently exceeding customer expectations. Offering excellent organizational skills and passion for helping others. Brings ability to quickly learn procedures and adapt to new environments, contributing to efficient client assessment and record-keeping. Ready to use and develop communication and data management skills to apply in administrative role.
Overview
9
9
years of professional experience
Work History
Intake Specialist
Lifestance Health
03.2023 - Current
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
- Offered compassionate and attentive guidance to patients during crisis situations.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
- Trained and supervised new intake staff to deliver high-quality client care.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Enhanced office productivity by handling high volume of callers per day.
- Developed and maintained accurate records of programs and services.
- Assisted in conducting needs assessments to identify key areas of service needs.
Crisis Hotline Agent
VRI
07.2022 - 03.2023
- Crisis intervention and suicide prevention hotline agent, providing compassionate support to callers in distress
- Advanced computer skills
- Ability to type at least 65 WPM
- Excellent written and verbal communication skills
- Over a year experience in Medical Records
- Skilled in active listening, de-escalation techniques, and providing resources for mental health support
- Ability to effectively prioritize and execute tasks while under pressure
- Effectively managed high-stress situations, ensuring caller safety and offering empathetic guidance
- Collaborated with a multidisciplinary team to assess crisis situations and provide appropriate interventions
- Handled daily routine checklist
- Managed HIPAA compliance program, ensuring policies and procedures were in place and followed
- Handled inbound calls in a fast-paced setting in average of 150+ calls a night
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Continually stay updated on new medical terminology and industry advancements through ongoing professional development
- Used ERM such as EPIC to review patient history
- Adhered to Call Center metrics weekly such as AHT, QA audits, after call work
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Banker
Andvaris
01.2021 - 07.2022
- Strong track record in relationship management and acquiring new clients, resulting in increased revenue
- Identifying customers needs and appropriate solutions
- Excellent written and verbal communication skills
- Successfully verified insurance coverage for customers, ensuring accurate and timely processing of claims
- Ability to effectively prioritize and execute tasks while under pressure
- Demonstrated exceptional attention to detail in reviewing and analyzing insurance policies and claim forms
- Collaborated effectively with insurance companies to resolve coverage discrepancies and obtain necessary authorizations
- Adhered to Call Center metrics weekly such as AHT, QA audits, after call work
- Utilized excellent communication and interpersonal skills to build positive relationships with customers
- Proficient in accurately entering large volumes of data with minimal errors
- Skilled in utilizing various data entry software and systems
- Excellent organizational skills with the ability to prioritize tasks and meet deadlines
- Some experience in collections and negotiations
- Handled 60-80 inbound calls in fast-paced setting
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Scheduling Coordinator
Legacy Flooring
12.2019 - 08.2021
- Successfully managed and maintained a complex scheduling system for a team of 20+ employees
- Identifying customers needs and appropriate solutions
- Stay well adverse to current market trends
- Advanced computer skills
- Team lead type role
- Handled daily routine checklist
- Effectively communicated and coordinated with clients to ensure accurate and efficient scheduling of appointments
- Collaborated with a diverse range of stakeholders to resolve scheduling conflicts and ensure optimal coverage
- Excellent written and verbal communication skills
- Ability to effectively prioritize and execute tasks while under pressure
- Implemented a new scheduling software, resulting in improved organization and streamlined processes
Customer Sales Agent
Lowes
02.2016 - 12.2019
- Proficient in delivering exceptional customer service through strong communication and problem-solving skills
- Experience in handling a high volume of customer inquiries and ensuring customer satisfaction
- Adhered to Call Center metrics weekly such as AHT, QA audits, after call work
- Trained in dealing with difficult customers and resolving conflicts in a professional manner
- Knowledgeable in utilizing customer relationship management (CRM) software to manage customer interactions efficiently
- Handled customer inquiries, resolved complaints, and provided exceptional service, resulting in high customer satisfaction ratings
- Utilized strong communication skills to confidently assist customers with product selection and troubleshooting
- Collaborated with cross-functional teams to execute effective problem-solving and ensure seamless customer experiences
- Consistently met or exceeded sales targets through upselling and cross-selling techniques, driving revenue growth
- Proficient in identifying customer needs and recommending appropriate products or services
- Excellent written and verbal communication skills
- Successfully met and exceeded sales targets on a consistent basis
- Skilled in building and maintaining strong customer relationships to drive repeat business
Education
High School Diploma - General
North Wilkes High School
BBA - Health Care Administration
Strayer University
01.2028
Vet technician -
Wilkes Community College
Wilkesboro, NC12.2018
Skills
- Multitasking
- Retention Strategies
- Data Entry
- HIPAA
- Account Management
- Communication using Chat, Phone and Email
- High inbound / out bound calls
Timeline
Intake Specialist
Lifestance Health
03.2023 - Current
Crisis Hotline Agent
VRI
07.2022 - 03.2023
Banker
Andvaris
01.2021 - 07.2022
Scheduling Coordinator
Legacy Flooring
12.2019 - 08.2021
Customer Sales Agent
Lowes
02.2016 - 12.2019
High School Diploma - General
North Wilkes High School
BBA - Health Care Administration
Strayer University
Vet technician -
Wilkes Community College
Similar Profiles
Jennifer HutchensJennifer Hutchens
Clinical Psychologist at LifeStance HealthClinical Psychologist at LifeStance Health
Shashank JhaShashank Jha
PMHNP at LifeStance HealthPMHNP at LifeStance Health
Emily Kyte, LCSWEmily Kyte, LCSW
Outpatient Therapist at LifeStance HealthOutpatient Therapist at LifeStance Health