Summary
Overview
Work History
Education
Skills
Timeline
Generic

DeJanique Goseer

Jonesboro

Summary

Dedicated professional with several years of customer service experience with motivation to maintain customer satisfaction and contribute to company success

Professional with strong organizational and time-management skills, well-prepared for operational roles. Demonstrates focus on team collaboration, adaptability to changing needs, and results-driven approach. Skilled in process optimization, inventory management, and effective communication, ensuring smooth daily operations. Known for reliability and ability to support team goals efficiently.

Overview

14
14
years of professional experience

Work History

Practice Operations Assistant

CHILDREN’S HEALTHCARE OF ATLANTA
03.2024 - Current
  • Schedules patient appointments for medical procedures/cases for designated department, including medical procedure directives from faxes, phone, or other instructions, and contacts doctors' offices to resolve discrepancies.
  • Coordinates with clinical teams to ensure all information and resources are available for patient care; may include scheduling interpreters for clinic visits, obtaining medical records, etc.
  • Reviews and answers Epic InBasket messages, emails, and phone calls related to scheduling, patient access, and other administrative requests.
  • Optimizes schedule utilization by monitoring and managing patient recall and wait lists, work queues, appointment referrals
  • Assists in identification of ways to improve scheduling process.
  • Completed daily logs for management review.
  • Fostered culture of continuous improvement by organizing monthly review meetings to discuss operational challenges and solutions.
  • Collaborated with cross-functional teams to achieve project goals within specified timelines.
  • Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.


Patient Access Representative

Children's Healthcare of Atlanta
07.2021 - 03.2024
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.

Patient Access Associate

EMORY HEALTHCARE
04.2019 - 07.2021
  • Patient access role is to provide quality professional customer service that consistently meets or exceeds company standards of excellence. Position is also responsible for the scheduling and confirmation of appointments with patients. Position is directly responsible for taking inbound calls from patients.
  • Improved patient satisfaction by efficiently registering and verifying insurance information, leading to a streamlined admission process.
  • Assisted in maintaining HIPAA compliance by carefully handling sensitive patient information and protecting privacy during interactions.
  • Achieved prompt resolution of patient account issues through regular follow-ups with billing specialists or insurance representatives when needed.
  • Provided exceptional customer service to patients, addressing concerns and answering questions regarding the admissions process.
  • Participated in cross-training initiatives, enhancing the team''s ability to provide comprehensive support across various departments within the hospital setting.
  • Enhanced accuracy of demographic data collection by implementing thorough review processes before finalizing registrations or admissions documentation.

Sr. Customer Service Representative

HOME DEPOT
06.2018 - 04.2019
  • Csr/Sr Csr role is to provide quality professional customer service that consistently meets or exceeds company standards of excellence. The position is also responsible for the scheduling and confirmation of appointments with customers and/or taking final payments of completed jobs by both inbound and outbound calls. Position is directly responsible for taking inbound calls from customers and placing outbound calls to customers. This may include, as assigned, resetting appointments, managing calendars, resulting appointments, process deposits, and block calendars based on established criteria from Sales Management.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Escalated issues to proper supervisors when standard processes were not effective.

Call Center Representative

ALORICA (UNITED HEALTHCARE)
07.2017 - 06.2018
  • Primary responsibility answering incoming calls from customers while ensuring a high level of customer service and maximizing productivity. Resolve customer service inquires which could include: Billing and payment issues, benefits and eligibility information, customer material request, explanation of benefits and physician assignments.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

Cashier

ZOO ATLANTA, GA
07.2013 - 07.2017
  • Assist and greet guest on and off rides. Also promote excellent guest interaction at all times, provide guests with information regarding the nature of their respective ride as needed. Safely and efficiently operate the rides. Sell tickets and other promotional items to guests. Handle cash, credit cards and checks accurately. Perform simple arithmetic calculations with accuracy and with reasonable speed.
  • Greeted customers entering and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Strengthened team morale and cooperation by assisting coworkers during peak hours.
  • Fostered positive customer relations by resolving complaints and inquiries promptly.
  • Learned duties for various positions and provided backup at key times.

Patient Safety Sitter

WELLSTAR HEALTH SYSTEMS
06.2015 - 03.2017
  • Provides Sitter/Health Care services to patients who are diagnosed as suicidal or are at risk to fall, unable to call for assistance, patient’s actions place the safety of other patients at risk or is at risk for harming self (i.e. patient pulling invasive lines or tubes).
  • Contributed to a positive patient experience through compassionate care and active listening during interactions with patients and their families.
  • Managed stress effectively in high-pressure situations involving combative or emotionally distressed patients while remaining focused on providing quality care.
  • Recognized signs of medical emergencies or changes in patient condition, immediately notifying appropriate healthcare professionals for intervention as needed.
  • Demonstrated a strong commitment to teamwork through effective communication, active listening, and timely response to requests from nursing staff members or other healthcare professionals.
  • Assisted in preventing falls and injuries by promptly responding to patient needs and requests for assistance.
  • Facilitated smooth transitions between shifts by communicating pertinent information about each patient''s status to the incoming sitter or nursing staff member.
  • Participated in ongoing professional development opportunities to stay current on best practices in patient safety and the role of the sitter.
  • Assisted with non-clinical tasks such as room organization and stocking supplies, ensuring a clean and welcoming environment for patients.

MEMBERSHIP SPECIALIST/DATA ENTRY

AMERICANS FEDERATION OF STATE, COUNTY & MUNICIPAL EMPLOYEES (AFSCME) LOCAL 3
02.2011 - 03.2013
  • Primary responsibility Compute accurate membership and payroll deduction. Operates data entry equipment to record and/or verify data from source documents. Also keys in alpha and numerical characters. Also answer phones, file, duplicate, and process single forms, etc.
  • Maintained accurate records of all memberships, ensuring timely renewals and updates as needed.
  • Identified areas of improvement within our existing suite of offerings by soliciting direct feedback from long-term members who had seen multiple iterations over time.
  • Actively sought opportunities for professional development by attending relevant conferences and workshops that could benefit not only my own career trajectory but also enhance the value proposition we provided to current and future members alike.
  • Increased member satisfaction by providing exceptional customer service and addressing their needs promptly.
  • Developed targeted marketing campaigns to attract new prospective members, resulting in a growth in membership numbers.
  • Facilitated positive communication between members and staff through regular newsletters, email updates, and social media posts about relevant news or opportunities within our community of professionals.
  • Implemented new processes for tracking member feedback, enabling proactive improvements to be made based on real-time input from our clients.

Education

Technical Certificate - Certified Nursing Assistant

Atlanta Technical College
Atlanta, GA

Skills

  • Attention to detail
  • Workflow optimization
  • Operational reporting
  • Clerical support
  • Organizational management
  • Efficiency improvement
  • Excellent communication
  • Policy and procedure adherence
  • Schedule coordination

Timeline

Practice Operations Assistant

CHILDREN’S HEALTHCARE OF ATLANTA
03.2024 - Current

Patient Access Representative

Children's Healthcare of Atlanta
07.2021 - 03.2024

Patient Access Associate

EMORY HEALTHCARE
04.2019 - 07.2021

Sr. Customer Service Representative

HOME DEPOT
06.2018 - 04.2019

Call Center Representative

ALORICA (UNITED HEALTHCARE)
07.2017 - 06.2018

Patient Safety Sitter

WELLSTAR HEALTH SYSTEMS
06.2015 - 03.2017

Cashier

ZOO ATLANTA, GA
07.2013 - 07.2017

MEMBERSHIP SPECIALIST/DATA ENTRY

AMERICANS FEDERATION OF STATE, COUNTY & MUNICIPAL EMPLOYEES (AFSCME) LOCAL 3
02.2011 - 03.2013

Technical Certificate - Certified Nursing Assistant

Atlanta Technical College

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