ELIZABETH GRANGER
Manitowoc
Summary
Dynamic Patient Customer Service Specialist Team Lead at Americollect with a proven track record in conflict resolution and effective communication. Enhanced team performance through targeted training programs and streamlined processes, resulting in improved customer satisfaction and increased recovery rates. Committed to fostering a positive work culture while achieving business objectives. Knowledgeable in Epic, medical coding and billing, medical terminology and insurance processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Customer Service Specialist Team Lead
Americollect
03.2015 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Collections Team Lead
Americollect
03.2015 - Current
- Enhanced customer relations through empathetic communication techniques during difficult financial situations.
- Developed training programs for new hires, ensuring consistent performance across the team.
- Implemented performance metrics for team members, promoting accountability and driving results.
- Conducted regular progress reviews with team members, providing constructive feedback and coaching for continuous improvement.
- Negotiated settlements with customers, balancing company objectives with customer satisfaction goals.
- Streamlined processes by identifying inefficiencies and implementing solutions to optimize productivity.
- Expanded knowledge of industry best practices through ongoing professional development opportunities, attending workshops and conferences as needed.
- Led a team of collectors, resulting in reduced past-due balances and increased revenue.
- Promoted positive work culture by fostering open communication channels within the team environment.
- Maintained compliance with industry regulations, ensuring appropriate documentation of all collection activities.
- Participated in strategic planning sessions, contributing valuable insights on collections process improvements based on firsthand experience in the field.
- Increased recovery rates by conducting regular quality control audits on outbound communications from collections agents.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
Criminal Justice
UW Oshkosh
Oshkosh, WISkills
- Client Support
- Effective Communication Skills
- Customer Interaction
- Customer Support Experience
- Clear Communication Skills
- Effective Call Handling Skills
- Customer Complaint Management
- Conflict Resolution
- Computer proficiency
- Active listening
- Microsoft outlook
- Office equipment proficiency
- Data collection
Certification
Previous CRCS I certifications
Timeline
Patient Customer Service Specialist Team Lead
Americollect
03.2015 - Current
Collections Team Lead
Americollect
03.2015 - Current
Criminal Justice
UW Oshkosh
Similar Profiles
AMY SCHLISEAMY SCHLISE
Business Analyst II at AmericollectBusiness Analyst II at Americollect
Yohandra LopezYohandra Lopez
Account Review Specialist I at AmericollectAccount Review Specialist I at Americollect
Alissa BeckerAlissa Becker
Inbound/Patient Customer Service Rep at AmericollectInbound/Patient Customer Service Rep at Americollect