Elaine Somerville
Clifton Park,NY
Summary
Productive relationship builder, excels at listening to patient's and or customer's needs. Articulating product benefits and creating solutions that provide value to the patient. Versed in customer support for high volume phone and in person interactions. Superior computer skills, along with excellent in person and telephone etiquette. Skilled Coordinator and Team Leader committed to addressing patients and colleagues concerns with speed, accuracy, and professionalism. Highly professional and dependable, reliable, and able to perform duties with minimal supervision.
Overview
15
15
years of professional experience
Work History
Patient Service Coordinator II and PET/CT Support Specialist
New York Oncology Hematology
08.2023 - Current
- Check patients in and out, take any copayments required
- Schedule consults, follow ups, and any appointments pertaining to patients care
- Maintain a professional, yet personal touch to all patients
- File all medical records received, along with send out any requested
- Work closely with management to train new hires
- Upload and create discs for any imaging
- Verify and confirm outside PET/CT orders before sending to scheduling
- Work closely with current PET support specialists to supply support where needed, i.e scheduling patients, obtaining auth, imaging requests and call confirmations.
PET/CT ASSISTANCE
New York Oncology Hematology
02.2023 - 08.2023
- Assist with rooming, and reviewing clinical information with each and every patient
- Clean and restock procedure rooms
- Chart prep future appointments, request imaging as needed
- This role is still being built, assisting in helping mold and create this position.
PET/CT Support Specialist
New York Oncology Hematology
04.2022 - 03.2023
- Schedule Patients PET/CT orders in a timely manner
- Work closely with PET/CT Techs to schedule STAT/ASAP requests and obtain records for patients
- Prep Charts for PET/CT Techs and Radiologist
- Submit and obtain authorizations through multiple insurance companies’ programs
- Work hand in hand with Physicians to confirm proper diagnosis and order
- Work with management to assist with onboarding and training new Patient Service Coordinators
- Handle any incoming calls from patients and other facilities with expedited turnaround time
- Communicate with outside offices/facilities to schedule outside PET orders and schedule patients outside of NYOH.
Patient Service Coordinator II
New York Oncology Hematology
10.2019 - 04.2022
- Radiation Scheduler
- Check Patients in, take any co payments
- Schedule consults, follow ups, and any appointments pertaining to patients care
- Maintain a professional, yet personal touch to all patients
- File all medical records received, along with send out any requested
- Upload and create discs for any imaging
- Answer and handle each call with curtesy and in a timely fashion
- Work closely with management to train new hires
- Help set up new processes to better assist with scheduling.
Insurance Service Representative
Travelers
03.2018 - 10.2019
- Assist customers with billing and insurance questions
- Answer incoming calls in a timely fashion
- Maintain a professional, with a touch of personalization on all calls
- Display teamwork mentality while working with fellow co workers
- Set and maintain monthly goals to achieve or exceed standards within the company.
Product Manager Team Lead
ADT Security Services
01.2017 - 03.2018
- Listen attentively to customer escalations to ensure positive resolutions
- Maintain a hold time for customers and technicians of 60 seconds or less
- Plan and maintain goals with team members
- Train team members to handle customer escalations
- Work with other managers to maintain and improve special operations processes
- Implement and communicate process changes with team members
- Maintain and examine employee files
- Answer inquiries and provide information for personnel actions and resolve any employee concerns.
Product Manager
ADT Security Services
07.2014 - 01.2017
- Prioritized technicians’ day to suite business and customers' needs
- Kept customer and technicians updated on changes through the day
- Answered incoming calls in a timely fashion
- Maintained a calm, professional demeanor when faced with high demand and high volume workloads
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Displayed courtesy and strong interpersonal skills during all customer and technician interactions
- Worked closely with local office Managing team for process changes.
Billing and Human Resources specialist
ADT Security Services
07.2012 - 07.2014
- Scheduled interviews for candidates across multiple departments
- Serve as the point of contact for all personnel employee matters and provide guidance to associates
- Created new accounts and configured access for new team members
- Maintained up-to-date knowledge on ADT process and regulations to assist with colleagues
- Worked with fellow human resources to create and keep up to date documentation for training materials and staff onboarding.
Technical and Billing Support specialist
ADT Security Services
04.2009 - 07.2012
- Supported customers with online billing and account issues
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries
- Created new accounts, reset passwords and configured access for users
- Maintained up-to-date knowledge on ADT products and manuals to provide accurate and appropriate information in response to customer inquiries
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided training assistance to new staff members
- Called customers in a timely manner on alarms and guaranteeing high level of customer service
- Accurately documented account information and dispatched on alarms as needed
- Demonstrated mastery of customer service call scripts within specified timeframes.
Education
Associate of Science - Health Science
Hudson Valley Community College
Albany, NY2026
High School Diploma -
Charles D'Amico High School
Albion, NY01.2008
Skills
- Document Management
- Data Collection
- Recordkeeping
- Business Administration
- Paperwork Processing
- Product Knowledge
- Scheduling
- Policy Implementation
- Strategic Planning
- Employee Training
- Complaint Management
Timeline
Patient Service Coordinator II and PET/CT Support Specialist
New York Oncology Hematology
08.2023 - Current
PET/CT ASSISTANCE
New York Oncology Hematology
02.2023 - 08.2023
PET/CT Support Specialist
New York Oncology Hematology
04.2022 - 03.2023
Patient Service Coordinator II
New York Oncology Hematology
10.2019 - 04.2022
Insurance Service Representative
Travelers
03.2018 - 10.2019
Product Manager Team Lead
ADT Security Services
01.2017 - 03.2018
Product Manager
ADT Security Services
07.2014 - 01.2017
Billing and Human Resources specialist
ADT Security Services
07.2012 - 07.2014
Technical and Billing Support specialist
ADT Security Services
04.2009 - 07.2012
Associate of Science - Health Science
Hudson Valley Community College
High School Diploma -
Charles D'Amico High School
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