Summary
Overview
Work History
Skills
Timeline
Generic

Emily Gallerane

Office Lead/Clinic Surgery Scheduler
Millbury,MA

Summary

  • Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience

Work History

Office Lead/Clinic Surgery Scheduler

Central Mass Podiatry
03.2022 - Current
  • Delegated daily tasks to team members to optimize group productivity.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Answered phones, scheduled appointments and greeting patients.
  • Preparing charts, pre-admission and consent forms.
  • Verifying Insurances through different portals [ex. Cigna, Medicare, BCBS, Aetna,etc]
  • Supported administrative staff by processing payments and covering the front desk when needed.
  • Collaborated with management to align on strategy and communication of content.
  • Roleplay various scenarios with teams to build confidence in handling situations.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
  • Updated patient records to reflect upcoming surgeries and medical histories.

Quality Assurance/Quality Control Analyst

TransCore
10.2018 - 02.2019
  • Primary tester and auditor on developmental projects and upgrades to the EZ Pass tolling system
  • Assisted with QA/QC testing of system updates before rollout and implementation
  • Assisted with testing of system upgrades for additional out of state electronic tolling systems
  • Performed daily SQL monitoring and reporting
  • Reported problems and concerns to management
  • Supported continuous improvement initiatives by analyzing data trends and recommending process enhancements.
  • Edited, proofed and critiqued internal documents to improve clarity.
  • Recorded and organized test data for report generation and analysis.

Accounting Clerk

TransCore
06.2016 - 10.2018
  • Responded to client inquiries regarding billing discrepancies by researching issues.
  • Promptly posted cash, check and ACH payments to all accounts.
  • Processed refunds, Check, ACH returns and account updates for due diligence letters accordingly.
  • Verified CSR cash outs and deposits on a daily basis along with processing ledger adjustments
  • Acted as back up to the Collections Processing Specialist opening/maintaining accounts, adding vehicles and transponders to Surety accounts
  • Maintained accounting records utilizing in-house and client systems.
  • Entered figures using 10-key calculator to compute data quickly.

Violations Payment Representative

TransCore
07.2014 - 06.2016
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Set up and updated customer accounts with interactions, payments and personal information.
  • Maintained good rapport with customers and internal departments by proactively handling complex customer issues
  • Identified customer needs by asking questions and advising on best solutions.
  • Received and processed client payments and updated accounts.
  • Obtained and processed payment information for E-Zpass Massachusetts Violations received via phone, mail, as well as walk in payments, while providing impeccable verbal and written communication.
  • Accurately prepared cash and checks for daily deposit; along with scanning processed checks into banking software.
  • Performed appropriate adjustments to appealed and post marked reviewed violations in a timely manner.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.

Call Center Representative

Potpourri Group Inc.
08.2013 - 08.2014
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Trained and mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Customer service agent responsible for entering catalog orders VIA telephone into company database; provided requested information to customers in a professional and proficient manner in relation to products, customer order and vendor information
  • Hired as a seasonal employee; position was made permanent at the end of expected duration
  • Promoted to processing returns and exchanges within three months of hire.

Call Center Representative

CVS/caremark
08.2009 - 05.2012
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Responded proactively and positively to rapid change.
  • Cross-trained and backed up other customer service managers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained staff on operating procedures and company services.
  • Responded to customer calls and inquiries regarding product orders, warranty issues on hardware, Front Store and Pharmacy with hardware and software issues.
  • Provided quality customer service within a high volume central processing center for all CVS/pharmacy stores and Minute Clinics.

Skills

  • Phone and Email Etiquette
  • Lobby Maintenance
  • Computer Skills
  • Payment Processing
  • Customer Service
  • Administrative Skills
  • Call Routing
  • Appointment Confirmation
  • Prioritization and Time Management
  • Microsoft Office
  • Customer Relationship Management
  • Adaptability and Flexibility

Timeline

Office Lead/Clinic Surgery Scheduler

Central Mass Podiatry
03.2022 - Current

Quality Assurance/Quality Control Analyst

TransCore
10.2018 - 02.2019

Accounting Clerk

TransCore
06.2016 - 10.2018

Violations Payment Representative

TransCore
07.2014 - 06.2016

Call Center Representative

Potpourri Group Inc.
08.2013 - 08.2014

Call Center Representative

CVS/caremark
08.2009 - 05.2012

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Emily GalleraneOffice Lead/Clinic Surgery Scheduler