Deborah Routon
Austin,United States
Summary
Results-driven Manager skilled in engaging clients to foster rapport and build lasting relationships. Successfully increases patient conversion through strategic follow-up and personalized outreach while consistently exceeding sales goals. Committed to delivering exceptional customer service and enhancing the patient experience.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Speakwrite Transcriptions
Austin, TX
03.2022 - Current
- Worked directly with all of the CPS account that utilized our service
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Coached team members on best practices for delivering exceptional customer experiences.
- Managed client relationships to ensure satisfaction and retention.
- Developed onboarding processes for new customers and provided training resources.
- Coordinated communication between clients and internal teams for issue resolution.
- Analyzed customer feedback to identify areas for service improvement.
- Created detailed reports on customer engagement and support activities.
- Facilitated regular check-ins with clients to assess needs and expectations.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Follow Up Manager
OrthoBoost Marketing/ Orthopatients
Pensacola, United States
03.2021 - 02.2022
- Increase patient conversion rates through strategic follow-up campaigns, personalized outreach, and relationship-building.
- Enhanced patient conversion rates through targeted follow-up campaigns and personalized outreach.
- Serve as a trusted point of contact, addressing questions, overcoming objections, and ensuring a seamless scheduling experience.
- Lowered no-show rates by implementing proactive appointment confirmations and patient education initiatives.
- Reduce no-show rates through proactive appointment confirmations, reminders, and patient education.
- Streamlined lead management processes in collaboration with marketing and practice teams to optimize appointment conversion.
- Maintain compliance with company standards, HIPAA requirements, and quality assurance guidelines.
- Consistently deliver outstanding customer service while managing a high volume of daily interactions.
Patient Care Coordinator- Laser Specialist
Ideal Image
07.2018 - 03.2021
- Scheduled virtual consultations for laser treatments, injectables, and aesthetic services through proactive outbound outreach.
- Scheduled virtual consultations for laser treatments, injectables, and aesthetic services, enhancing patient accessibility and engagement.
- Built strong rapport with patients through effective communication, empathy, and consultative sales techniques.
- Delivered exceptional customer service while building long-term relationships that increased patient satisfaction and retention.
- Documented patient interactions and maintained accurate records in Salesforce CRM to ensure streamlined communication and follow-up.
- Collaborated with providers and leadership on marketing initiatives and business development strategies to drive patient acquisition and retention.
- Collaborated with providers and leadership to support marketing initiatives, business development, and patient acquisition strategies.
Education
Bachelor of Arts - Education
Southwestern Oklahoma State University
Weatherford, OK05-1996
Skills
- Patient Follow-up
- Sales and Patient Outreach
- Relationship building
- Patient Needs Assessment
- Appointment scheduling
- Performance Metrics
- Process Improvement
- Business Development
- Consultation Coordination
- Patient acquisition
- CRM administration
- Listening skills
- Communication strategies
- Collaborative teamwork
- Team Training
- Patient Outreach
- Lead acquisition
Timeline
Customer Success Manager
Speakwrite Transcriptions
03.2022 - Current
Follow Up Manager
OrthoBoost Marketing/ Orthopatients
03.2021 - 02.2022
Patient Care Coordinator- Laser Specialist
Ideal Image
07.2018 - 03.2021
Bachelor of Arts - Education
Southwestern Oklahoma State University