De'Myron Watson
Indianapolis,IN
Summary
Dynamic Patient Experience Team Lead at Kang Health with a proven track record in enhancing patient care efficiency and satisfaction. Skilled in conflict resolution and coaching, I implemented process improvements and mentored staff, resulting in a significant boost in team performance and patient engagement. Committed to delivering exceptional service and quality control.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
Work History
Patient Experience Team Lead
Kang Health
07.2024 - Current
- Led team in executing daily health initiatives and operational objectives.
- Implemented process improvements to enhance patient care efficiency.
- Coordinated training sessions for new staff on health protocols and procedures.
- Monitored team performance and provided constructive feedback to optimize workflows.
- Mentored and assisted team members with daily challenges, fostering a collaborative environment and improving overall team performance.
- Handled escalated patient inquiries involving technical difficulties, ensuring quick resolution and high satisfaction rates.
Patient Experience Agent
Kang Health
10.2021 - Current
- Led initiatives to enhance patient communication and engagement strategies.
- Mentored junior staff on best practices for client interactions and support services.
- Developed training materials to streamline onboarding processes for new agents.
- Analyzed client feedback to identify areas for service improvement and operational efficiency.
- Provided frontline technical support to patients, troubleshooting issues related to platforms, appointments, portals, and connectivity.
- Delivered exceptional customer service via phone, chat, and email, resolving inquiries with empathy and accuracy on first contact whenever possible.
- Maintained detailed records of interactions and followed up on open cases to guarantee complete satisfaction.
Server
Studio Movie Grill Indianapolis
03.2014 - 06.2020
- Provided exceptional customer service by responding promptly to guest inquiries and requests.
- Managed food and beverage orders using point-of-sale systems efficiently and accurately.
- Trained new staff on menu items, service protocols, and operational standards to ensure consistency.
- Collaborated with kitchen staff to ensure timely delivery of orders during peak hours.
- Maintained cleanliness and organization of dining areas to enhance guest experience and satisfaction.
- Handled cash transactions securely, ensuring accurate reporting of daily sales totals.
- Mentored junior servers, fostering a team-oriented environment while enhancing service quality standards.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
High School Diploma -
Pike High School
Indianapolis, INSkills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Quality control
- Complaint resolution
- Workflow management
- Issue resolution
- 4 years of Salesforce Experience
- 4 years experience working in a customer/patient success or support role
- Knowledge of HIPAA policies and procedures
- Proficient with cloud-based communication and software
Timeline
Patient Experience Team Lead
Kang Health
07.2024 - Current
Patient Experience Agent
Kang Health
10.2021 - Current
Server
Studio Movie Grill Indianapolis
03.2014 - 06.2020
High School Diploma -
Pike High School