Elizabeth Wells
Athens,AL
Summary
Dynamic Client Services Team Lead with expertise in training and mentoring staff to improve service delivery. Committed to fostering cross-functional collaboration that enhances patient care and boosts client retention rates.
Overview
7
7
years of professional experience
Work History
Client Services Team Lead
American Addiction Centers
08.2023 - Current
- Led client services team to enhance patient engagement and satisfaction through streamlined communication processes.
- Developed training programs for new staff, improving onboarding efficiency and service delivery consistency.
- Implemented quality assurance measures to ensure compliance with industry standards and best practices.
- Coordinated cross-functional collaboration between departments to address client needs effectively and promptly.
- Mentored team members on best practices, fostering a culture of continuous improvement and professional development.
- Managed scheduling and workload distribution, optimizing resource allocation for improved service response times.
- Facilitated regular team meetings to discuss performance metrics and align on goals for enhanced service delivery.
- Boosted client retention rates with proactive outreach and attentive customer care.
- Managed escalations effectively by collaborating with relevant departments for quick resolutions while maintaining open lines of communication with affected clients.
- Conducted regular performance reviews for team members, providing constructive feedback for career development.
- Proactively identified potential challenges facing clients, offering strategic support in navigating these situations successfully.
- Evaluated metrics regularly for continuous improvement in both individual performance as well as overall team success.
- Achieved timely resolution of client issues through effective collaboration with cross-functional teams.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Ensured that client's travel needs were met in high stakes environment using a great deal of patience, creativity, and critical thinking.
Client Service Representative
American Addiction Centers
11.2021 - 08.2023
- Provided exceptional client support, addressing inquiries and resolving issues efficiently.
- Facilitated communication between clients and treatment teams to enhance service delivery.
- Managed appointment scheduling, ensuring timely interventions and follow-ups for clients.
- Collaborated with multidisciplinary teams to develop tailored treatment plans for clients.
- Monitored case progress, documenting updates to maintain accurate client records.
- Exhibited high energy and professionalism when dealing with clients and staff in high stress situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Ensured client's difficult travel needs were met using a great deal of patience, critical thinking and creativity.
Admission Representative
Acadia Healthcare
10.2020 - 10.2021
- Facilitated resolution of patient inquiries regarding insurance coverage and billing processes.
- Streamlined communication between patients and medical staff, enhancing overall service quality and patient satisfaction.
- Led initiatives to optimize response times for customer inquiries, improving departmental efficiency and workflow management.
- Mentored junior representatives on effective customer engagement strategies, fostering a collaborative team environment.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Cultural Interpreter
Alabama Historical Commission
10.2019 - 09.2020
- Collaborated with educators to create educational materials, ensuring accuracy and relevance for diverse audiences.
- Conducted research on historical topics to provide accurate information during interpretive presentations and discussions.
- Evaluated visitor feedback to refine interpretive programs, enhancing overall visitor satisfaction and experience quality.
- Led engaging tours, enhancing visitor experiences through storytelling and local insights.
- Developed customized itineraries, tailoring experiences to diverse group interests and needs.
- Managed group dynamics, ensuring safety and satisfaction during excursions in various terrains.
- Fostered partnerships with local businesses to enhance tour offerings and promote community engagement.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Managed daily operations, ensuring optimal inventory levels and product presentation.
- Developed merchandising strategies to enhance customer engagement and drive sales.
- Analyzed sales data to identify trends and adjust product offerings accordingly.
- Cultivated vendor relationships, negotiating terms for favorable pricing and delivery schedules.
Education
Bachelor of Science - History & Political Science
Athens State University
Athens, AL12-2013
Skills
- Salesforce proficiency
- Five9 proficiency
- USIO Payment Portal proficiency
- Virtual chat proficiency
- Microsoft office expertise
- Google office suite expertise
- Basic website building proficiency
- Egencia proficiency
- Virtual fax proficiency
- Training and mentoring
- Care coordination
- Research and due diligence
- De-escalation techniques
- Remote work discipline
Timeline
Client Services Team Lead
American Addiction Centers
08.2023 - Current
Client Service Representative
American Addiction Centers
11.2021 - 08.2023
Admission Representative
Acadia Healthcare
10.2020 - 10.2021
Cultural Interpreter
Alabama Historical Commission
10.2019 - 09.2020
Bachelor of Science - History & Political Science
Athens State University