Donna Griffin Powers
Woodridge,IL
Summary
Dynamic customer service professional with extensive experience excelling in call center operations and relationship management. Proven ability to exceed KPIs while demonstrating adaptability and creative problem-solving. Proficient in medical terminology and committed to delivering exceptional service, ensuring client satisfaction and operational efficiency.
Overview
19
19
years of professional experience
Work History
Intermediate Customer Service Representative
BYRAM HEALTHCARE
01.2018 - Current
- Managed a high volume of calls as a Medical Supply Call Center Representative.
- Respond to inquiries, manage complaints, troubleshoot significant customer service problems.
- Facilitated communication among providers, hospitals, and members to ensure timely access to medical supplies.
- Assessed member and patient needs, clarified information, and investigated health-related issues concerning supplies.
- Managed challenging situations to achieve positive outcomes for customers and enhance satisfaction.
- Emphasized customer focus while adapting communication styles to various personality types.
- Demonstrated ability to multitask effectively in a fast-paced environment.
- Effectively meet and exceed monthly KPI levels.
- Resolved product inquiries and cross-sold complementary DME products, contributing to member satisfaction and department revenue growth.
Engagement Specialist, Clinical Administrative Coordinator/Customer Support Operations
UNITED HEALTHGROUP/OPTUM
01.2010 - 01.2018
- Manage referrals process, process incoming and going referrals and authorizations.
- Review all requests for incomplete information, approval notifications, and ensure compliance with regulations.
- Facilitated telephonic intake and discharge of members.
- Supported case management team in engaging members and nonmembers with available programs.
- Served as liaison between companies and healthcare organizations for service member requests.
- Maintain strong focus on confidentiality, accuracy and follow through for member service, information gathering, data analysis, reporting and documentation.
- Consistently meet and exceed monthly service levels within a fast pace call center environment handling multiple books of business.
- Managed filing, database management, record keeping, and phone/email inquiries efficiently.
- Complete comprehensive training in compliance.
Client Relations Specialist I & II
LOMBARD VETERINARY HOSPITAL
01.2007 - 01.2010
- Complete daily clinical, front desk and patient-related needs of a fast-paced animal hospital, including the accurate dispensing of medication (under licensed veterinarian supervision), entering client, patient and financial data, generating invoices, preparing patient documentation and maintaining records of patient files, charts and lab values.
- Served as initial point of contact for clientele via telephone, delivering prompt and courteous customer service while greeting clients in person.
- Interfaced with customers to address inquiries, managed multiple projects, and facilitated patient needs.
- Utilize technical expertise to navigate multiple computer modules in order to effectively answer complex questions regarding preventative / postsurgical care, emergency calls and prescription requests.
- Coordinate with clinical staff, clientele and community partners to ensure optimal care and promote hospital mission, vision and values.
- Liaised between DuPage County Animal Control and hospital for Low Income Spay / Neuter Program; obtained patient history, documented status, and arranged surgical procedures.
Skills
- Customer service excellence
- Call management
- Call center management
- Product education
- Healthcare knowledge
- Team collaboration
- Active listening
- Relationship management
- Time management skills
- Adaptability and flexibility
- Creative problem solving
- Software proficiency
- Verbal and written communication
- Staff training
Timeline
Intermediate Customer Service Representative
BYRAM HEALTHCARE
01.2018 - Current
Engagement Specialist, Clinical Administrative Coordinator/Customer Support Operations
UNITED HEALTHGROUP/OPTUM
01.2010 - 01.2018
Client Relations Specialist I & II
LOMBARD VETERINARY HOSPITAL
01.2007 - 01.2010