Danett Roach

Sentara Healthcare

08.2004 - Current

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
Stayed calm under pressure to and successfully dealt with difficult situations.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Met customer call guidelines for service levels, handle time and productivity.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Investigated and resolved customer inquiries and complaints quickly.
Enhanced customer satisfaction by providing exceptional training to customer service representatives.