Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derran Wright

Charlotte,USA

Summary

Experienced Patient Concierge with over a decade in healthcare customer service, specializing in patient navigation and appointment coordination. Recognized for a proven ability to enhance patient experiences by resolving concerns and efficiently managing referrals to specialty practices. Proficient in Salesforce and Epic, bringing strong communication skills to foster teamwork and collaboration across diverse environments. Committed to delivering compassionate support while implementing innovative solutions that improve overall patient satisfaction.

Overview

24
24
years of professional experience

Work History

Patient Connection Concierge

Atrium Healthcare
Charlotte, NC
02.2022 - Current
  • Utilized hospital systems to update patient records, ensuring accuracy and completeness.
  • Assisted in checking patient's insurance eligibility prior to their appointment.
  • Scheduled appointments for patients using the electronic health records system.
  • Provided excellent customer service by responding to inquiries in a timely and professional manner.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Greeted patients upon arrival and answered any questions they had about their visit.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.

Senior Customer Service Representative

United Rentals
Charlotte, NC
02.2020 - 03.2022
  • Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems
  • Communicated best practices to team members, continuously helping to optimize standard operating procedures for responses to different concerns
  • Created and maintained appointment schedules for service providers with balanced approach
  • Improved team performance with effective training, mentoring, and performance improvement strategies
  • Delivered fast and friendly service regarding questions and service complaints
  • Managed customer calls efficiently in a fast-paced call center environment
  • Followed up with customers to offer additional support and check resolution satisfaction
  • Assisted customers in resolving product problems regarding usage or repair

CSR and admin

Corvel
Charlotte, NC
02.2019 - 03.2020
  • Answering all questions about their policies
  • Sending out bills to clients
  • Review all workmen's compensation forms and sending them out
  • Answered customer queries, resolved customer issues and ensured 100% customer satisfaction

CSR and HR

Teletech
Concord, NC
08.2017 - 06.2019
  • Answering all question about United healthcare
  • Answered customer queries, resolved customer issues and ensured 100% customer satisfaction
  • Operated with a highly professional business protocol at all times
  • New hire paper work

CSR

Sale for hire
Charlotte, NC
02.2014 - 08.2017
  • Sell Person of the Year 2012
  • Ranking in the top 10% out 350 employees
  • Top sales telemarketer
  • Top outbound sales agent to represent local nationwide agent
  • Answered customer queries, resolved customer issues and ensured 100% customer satisfaction
  • Operated with a highly professional business protocol at all times

Manager

Cellairis
Charlotte, NC
03.2011 - 02.2014
  • Supervised team of employees ensuring all sales and inventory quotas were met
  • Maintained inventory controls of merchandise ensuring all loss prevention procedures were followed
  • Prepared work schedules and allocated leave time
  • Opened and closed store
  • Answered customer queries, resolved customer issues and ensured 100% customer satisfaction
  • Operated with a highly professional business protocol at all times
  • Top store in sell from May - Sept
  • 2011
  • Sell Person of the Year 2012
  • Always ranking in the top 10% out 350 employees

Manager

Sprint PCS Center
Columbia, SC
01.2007 - 06.2011
  • Supervised team of employees ensuring all sales and inventory quotas were met
  • Maintained inventory controls of merchandise ensuring all loss prevention procedures were followed
  • Prepared work schedules and allocated leave time
  • Opened and closed store
  • Answered customer queries, resolved customer issues and ensured 100% customer satisfaction
  • Operated with a highly professional business protocol at all times
  • 100% quality AHT under three minutes

Shift Leader/Assistant Manager

Churches Restaurant
Charleston, SC
02.2006 - 02.2007
  • Responsible for providing the ultimate customer experience in restaurant operations
  • Prepared food to customer satisfaction
  • Determined team shifts and work schedules
  • Ensured the restaurant was kept clean at all times
  • Establishing clean-up schedules for employees

Food Service Representative

Hardees Fast Food Restaurant
St. Stephens, SC
01.2001 - 09.2005
  • Organized and prepared restaurant for service to customers
  • Cooked and prepared food to customer specifications
  • Operated the cash register ensuring all monies were received and disbursed, 100% error-free
  • Provided exceptional customer service

Education

B.A. -

Benedict College
Columbia, SC
04.2009

High School -

Timberland High School
Saint Stephen, SC
05.2005

Skills

  • Conflict management
  • Escalation management
  • Representative training
  • Call control
  • Customer service
  • Problem resolution
  • Call triaging
  • Paperwork processing
  • Calm demeanor
  • Appointment scheduling
  • Call management
  • Data entry
  • Transaction processing
  • Relationship building
  • Positive and professional
  • Strong communication
  • Marketing
  • Time management
  • Exceptional communication
  • Advanced time management
  • Team player mentality
  • Issue troubleshooting
  • Hospitality
  • Attention to detail
  • Proactive attitude
  • Telephone etiquette
  • Emergency response
  • Guest experiences
  • Management interaction
  • Training and mentoring
  • Outstanding customer service
  • Strong work ethic
  • Verbal and written communication
  • Event planning experience
  • Service orientation
  • Effective problem solving
  • Cultural awareness

Timeline

Patient Connection Concierge

Atrium Healthcare
02.2022 - Current

Senior Customer Service Representative

United Rentals
02.2020 - 03.2022

CSR and admin

Corvel
02.2019 - 03.2020

CSR and HR

Teletech
08.2017 - 06.2019

CSR

Sale for hire
02.2014 - 08.2017

Manager

Cellairis
03.2011 - 02.2014

Manager

Sprint PCS Center
01.2007 - 06.2011

Shift Leader/Assistant Manager

Churches Restaurant
02.2006 - 02.2007

Food Service Representative

Hardees Fast Food Restaurant
01.2001 - 09.2005

B.A. -

Benedict College

High School -

Timberland High School

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Derran Wright