Davia Allen

Maintained compliance with HIPAA regulations, safeguarding sensitive patient information throughout all stages of the registration process.

• Assisted in developing training materials for new hires within the Patient Access department, enhancing overall staff competency levels in key areas of responsibility.
• Identified opportunities for process improvement within the Patient Access department, resulting in tangible enhancements to overall operational efficiency levels.
• Promoted a positive work environment by fostering teamwork among Patient Access Clerk staff members.
• Enhanced hospital revenue by accurately verifying insurance information and collecting payments for services rendered.
• Upheld strict adherence to regulatory guidelines governing access to private health information by carefully monitoring disclosure practices at point-of-care locations.
• Provided valuable administrative support to healthcare professionals, ensuring that critical documentation was readily accessible when needed.
• Manage and supervise 10 Patient Access Representatives at a time.

• Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Managed approximately 30 incoming calls, emails and faxes per day from patients.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Mentored 30-member sales team in applying effective sales techniques and delivering top-notch customer service.
• Strategically scheduled 30 team members to maintain optimal staffing at all times.
• Monitored 30-employee team while handling day-to-day accounting processes and financial accuracy.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
• Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
• Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Restocked, arranged and organized merchandise in front lanes to drive product sales.
• Monitored self-checkout systems and provided assistance or intervention where required.
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
• Educated employees on all job tasks, including register use, merchandising and customer service.

• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Managed overstocking, restocking and inventory control procedures
• Rotated merchandise and displays to feature new products and promotions
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
• Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up
• Worked with three or more associates a day

• Directed work of as many as 70 employees focused on the front end of the store
• Responded to customer concerns with friendly and knowledgeable service
• Completed all daily tasks and special assignments with an efficient and quality-driven approach
• Assigned work to team members based on company needs, personal strengths and job knowledge
• Interviewed job candidates and made staffing decisions
• Counted cash drawers and made bank deposits
• Assigned employees to specific duties to best meet the needs of the store
• Generated repeat business through exceptional customer service

• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Supervised sales team of 10 people, stepping in to support employees and deliver smooth sales processes for clients.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Compiled client profiles and entered information into operating system.

• Cross-trained and backed up other customer service managers
• Completed documentation and logs each day and generated weekly reports detailing activities
• Directed training of new team members and mentored each to promote productivity, accuracy and friendly service
• Researched complex problems and resolved issues in a timely manner
• Coordinated department schedules to maximize coverage during peak hours
• Responded to customer requests with friendly, knowledgeable service and support
• Solved unresolved customer issues
• Trained staff on operating procedures and company services

• Received and processed customer payments
• Developed standard operating procedures
• Scheduled employees according to customer levels
• Worked extra shifts during busy periods to maintain service
• Increased customer loyalty and retention
• Completed shift logs
• Assisted management with developing employee improvement plans
• Performed store opening, closing and shift change actions
• Resolved service issues in timely manner
• Oversaw team of five, cashiers and service staff
• Encouraged development of new cashiers with positive reinforcement

• Developed standard operating procedures
• Worked extra shifts during busy periods to maintain service
• Completed shift logs
• Assisted management with developing employee improvement plans
• Developed promotional ideas to move overstocked merchandise
• Put out new stock and rotated existing products
• Also stock and process freight
• Also responsible for zoning and cleaning newly stock areas