Elizabeth Brown
Rutland,VT
Summary
Innovative, customer-oriented healthcare professional with background in managed, ambulatory and acute care. I will go above and beyond basic administrative role and can handle multiple tasks at once. I process an excellent work ethic and strength in being a team player.
Overview
17
17
years of professional experience
Work History
Front Office Assistant III
RRMC Foley Cancer Center
Rutland, VT
08.2022 - Current
- Resolved client inquiries and issues, providing exceptional customer service.
- Updated and maintained appointment calendars, ensuring optimal scheduling.
- Greeted customers and provided assistance with inquiries.
- Managed multi-line phone system efficiently, ensuring timely communication with clients and staff.
- Facilitated communication between departments, improving interdepartmental collaboration.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Offered reception coverage to relieve staff during absences or breaks.
- Performed data entry of patient information into computer systems.
- Answered incoming calls, responded to voicemails and transferred calls as needed.
- Welcomed large volume of guests and improved overall customer service.
- Maintained front desk to provide positive first impression.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Supported new employee onboarding, enhancing team integration.
- Scheduled and confirmed appointments, optimizing office workflow and client satisfaction.
- Provided administrative support to management team when needed.
- Handled incoming calls and directed callers to appropriate department or employee.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Maintained positive working relationship with fellow staff and management.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Front Office Assistant III
Rutland Regional Medical Center
Rutland, US
08.2021 - 08.2022
- Company Overview: Physical Medicine and Rehabilitation Dept
- Provides integral contact between the patient and the office
- Responsible for scheduling patient appointments, testing and maintain charts
- Appropriately handle incoming calls and provide assistance to clinical staff as needed
- Schedule new patient referral and general office duties
- Physical Medicine and Rehabilitation Dept
Retention Specialist
AmeriGas, Inc
10.2019 - 10.2021
- Customer Retention-Working from Priority Alert Dashboards
- Reviewing Alerts, investigating, addressing and entering account notes
- Liaison with Drivers and service techs
- Maintain regular communication with priority customers
- Create and manage yearly prebuy or fixed pricing contract
- Process daily service work orders and bulk truck paperwork
- Daily cash journal
- Manage A/R; make calls and send correspondences
- Set up new acct, close out acct, schedule tank pick up, swap outs and maintenance of equipment
Customer Relation Representative
AmeriGas, Inc
09.2018 - 10.2021
- Customer service for local office;process orders, forms, applications, requests and payments
- Create Residential and Commercial contracts
- Respond to and process all customer calls
- Keep records of customer interactions, transactions, comments and complaints by recording clear, complete and concide documentation in case management logs
- Assis customers in choosing right payment options to fit their lifestyle and budget
- Resolve customer concerns and escalate complaints when needed
- Attend and collaboratively participate in staff meetings and training sessions
Operations Consultant
Allscripts
01.2011 - 10.2017
- Manage Operational Readiness plans to prepare client support on new and existing products
- Continually evaluate business processes for optimization, communicate process improvements and work with management teams to ensure adoption and enforcement of agreed upon procedures are effective
- Identify and resolve business risks/issues in a timely manner
- Lead and participate in product team meetings to update groups on their objectives and receive updates on the progress of new releases/products
- Validate root cause data and analysis for product enhancement, Knowledge Articles or client software updates
Staff Product Support Services Analyst
Allscripts
01.2009 - 12.2010
- Developed and published software updates on Client Connect
- Achieved an overall 4.4(Likert 1-5 scale) rating on the Service 800 Customer Satisfaction Surveys during the year 2008-2009
- Managed Prioritization and Development Assist spreadsheet to assure that cases were processed through development/support cycle efficiently
- Anticipated customer's needs and proactively delivered solutions that provided value and customer satisfaction
- Monitored and spoke directly with clients on customer satisfaction to ensure expectations had been met
Staff Product Support Services Analyst
Eclipsys Corporation
05.2008 - 12.2009
- Liaison between Development teams and support teams
- Monitored and processed all requests received on Prioritization from all support teams
- Worked with Global Call Center (GSC) on any support related issues submitted by customers
- Distributed all necessary correspondence on software updates and fixes to our clients
- Updated knowledge articles, communicated hotfix availability to client and monitored cases resolved by hotfixes in an effort to keep distribution lists accurate
- Resolved Issues - update knowledge articles and linked cases - follow through to case closure (in an effort to reduce backlog)
- Provided assistance to Release Management team in product fulfillment for all Sunrise Decision Support Products/upgrades/documentation
Education
Business Management -
Lesley College
Cambridge, MA01.1992
Associates in Fashion Merchandising -
Bay State Jr. College
Boston, MA01.1987
Skills
- Visio
- SAP
- Dashboards
- Release Management
- Medical terminology
- Scheduling and calendar management
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Front Office Assistant III
RRMC Foley Cancer Center
08.2022 - Current
Front Office Assistant III
Rutland Regional Medical Center
08.2021 - 08.2022
Retention Specialist
AmeriGas, Inc
10.2019 - 10.2021
Customer Relation Representative
AmeriGas, Inc
09.2018 - 10.2021
Operations Consultant
Allscripts
01.2011 - 10.2017
Staff Product Support Services Analyst
Allscripts
01.2009 - 12.2010
Staff Product Support Services Analyst
Eclipsys Corporation
05.2008 - 12.2009
Business Management -
Lesley College
Associates in Fashion Merchandising -
Bay State Jr. College
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