Dawn Gray
Customer Service Specialist
Willingboro,NJ
Summary
Personable, friendly and solution oriented Customer Service Specialist with over 20 years of experience in service and support. Customer focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
21
21
years of professional experience
Work History
Employee Concierge
Virtua Health System
Pennsauken, NJ
07.2021 - Current
- Create marketing ideas to enhance program
- Developed team communications and information for meetings
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes
- Scheduled surgeries,medical appointments, managed pre-certifications and verified insurance coverage
- Promote patient satisfaction and provide excellent customer service
- Answer high volume calls/emails in timely manner and direct to appropriate staff
- Patient registration-complete appropriate forms and enter patient information in to system completely and accurately
Patient Experience Navigator
Virtua Health System
Mount Holly, NJ
06.2017 - 07.2021
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals
- Educated patients on insurance and healthcare plans
- Organized patient schedules and assisted in planning transportation and payments
- Assisted patients in scheduling doctor and healthcare appointments
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Track and report weekly on all scheduled services
Patient Access Navigator
Virtua Health System
Pennsauken, NJ
05.2016 - 06.2017
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Facilitated communication between patients and various departments and staff
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services
Residential Counselor
Legacy Treatment Services
Mount Holly, NJ
05.2015 - 05.2016
- Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal and social skills
- Supported residents in coping with emotions and fears through one-on-one sessions
- Cared for residents by assisting in changing bed linens, washing and ironing laundry, cleaning and personal hygiene
- Attended meetings to develop and implement individually tailored treatment plans to lead residents to successful reintegration into society
Student
Rowan College At Burlington
Mount Laurel, NJ
02.2014 - 02.2015
Operations Spcialist
Assist America
Princeton , NJ
10.2013 - 02.2014
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Spearheaded department training to enhance employee performance and boost employee productivity
- Partnered with vendors and suppliers to effectively manage and budget
- Oversaw all case management work
- Provided monthly schedule for over 20 employees
- Handled escalated customer complaints
Operations Manager
Assist America
Princeton , NJ
08.2001 - 10.2013
- Managed call center from initial start up to full operational status
- Developed systems to track and log work issues
- Reviewed operations reports to understand numbers and trends.
- Oversaw all case management work
- Conducted performance reviews
- Conducted monthly meetings with sales, marketing and administrative staff
- Performed payroll functions, such as maintaining timekeeping information and processing and submitting payroll
Education
No Degree - Nursing
Rowan College At Burlington County
Mount Laurel, NJ 05.2001 -
Skills
Management interaction
Good communication skills
Excellent people and customer service skills
Time management skills
Active Listener
Date entry
Timeline
Employee Concierge
Virtua Health System
07.2021 - Current
Patient Experience Navigator
Virtua Health System
06.2017 - 07.2021
Patient Access Navigator
Virtua Health System
05.2016 - 06.2017
Residential Counselor
Legacy Treatment Services
05.2015 - 05.2016
Student
Rowan College At Burlington
02.2014 - 02.2015
Operations Spcialist
Assist America
10.2013 - 02.2014
Operations Manager
Assist America
08.2001 - 10.2013
No Degree - Nursing
Rowan College At Burlington County
05.2001 -