Emily Malone
Marengo,WI
Summary
Dynamic professional with a proven track record at excelling in customer service and relationship building. Demonstrated ability to exceed appointment targets by leveraging strong organization and critical thinking skills. Achieved significant improvements in patient onboarding and lead re-engagement, showcasing exceptional follow-up skills and a commitment to policy compliance.
Overview
18
18
years of professional experience
Work History
New Patient Coordinator
Well-Rooted Functional Medicine
Crystal Lake, United States
03.2023 - Current
- Serve as the main point of contact for new patients, addressing inquiries and providing guidance on clinic policies and procedures as well as proper appointment type.
- Processed payments for services rendered using various methods such as cash, check or credit card transactions.
- Schedule patient appointments in appropriate and timely manner in order to maintain full daily schedule and meet production goals.
- Collaborate with clinical staff to facilitate patient onboarding, ensuring a smooth transition into the healthcare system.
- Ensured that all documentation related to patient registration was completed accurately and in compliance with HIPAA regulations.
- Continuously exceeding the average number of appointments set per month.
- Explain how the service will help the potential patient, and what benefits they'll receive, in order to upsell services and testing.
- Stay informed about best practices in patient care coordination and integrate new strategies into daily operations.
- Utilize Salesforce for lead generation and tracking
- Manually enter leads, track interactions through activities like calls and emails, qualify leads based on criteria, and use automation features to route leads efficiently.
- Utilize Salesforce to track non-converted leads, and focus on re-engagement efforts with them..
Server
Benedict's La Strata
Crystal Lake, IL
01.2019 - 08.2020
- Greeted guests and provided menus.
- Informed customers of daily specials and signature menu items.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Answer questions or make recommendations for complimentary products.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Prepared checks, itemizing total meal costs and taxes.
Customer Care Representative
Snap-on Tools
Crystal Lake, IL
02.2017 - 02.2018
- Answered customer inquiries over the phone and via email and text both onsite and virtually.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Recommended promotional products or services on every call and continuously exceeded monthly sales metrics.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Expedite orders through production plants, vendors, and distribution centers.
- Provide technical product, statement, and order management support.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Provide sales support to franchisees and FPTs.
- Leverage RCI tools to identify and implement process opportunities to enhance service and/or improve franchisee productivity.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints in CRM database.
Server
Kankakee Country Club
06.2013 - 12.2014
- Presents menus, answers questions and makes suggestions regarding food and service.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Prepared checks, itemizing total meal costs and taxes.
Estimating
Brown Printing Company
Woodstock, IL
07.2007 - 06.2013
- Estimates labor and material labor costs of printing and binding magazines and catalogs, based on specifications outlined on sales order or submitted by prospective customer.
- Examines specifications, sketches, sample layouts and calculates unit and production costs.
- Use labor and material pricing schedules to determine cost effective and competitive price.
- Confers with department heads, or production personnel, to develop or confirm information regarding various cost elements.
- Estimates cost of mailing finished printing matter if specified on order.
- Estimate labor or material costs of a specific phase of printing, such as plate making or binding.
- Consistently delivers above-average results within time and safety requirements to fulfill customer needs.
- Display strong organizational skills with ability to prioritize tasks with minimal supervision in order to minimize production delays.
Education
Associates Degree - Business Administration
McHenry County College
01.2005
Skills
- Conflict Resolution
- Customer Service Representative
- Team collaboration
- Attention to detail
- CRM Databases
- Appointment setting
- Office administration
- Follow-up skills
- Strong organization
- Database coordination
- Billing statement processing
- Creative problem solving
- Critical thinking skills
- Customer service
- Policy compliance
- Sales targeting
Personal Information
Title: New Patient Coordinator - Compassionate and Attentive Individual Who Loves Connecting With Others
Timeline
New Patient Coordinator
Well-Rooted Functional Medicine
03.2023 - Current
Server
Benedict's La Strata
01.2019 - 08.2020
Customer Care Representative
Snap-on Tools
02.2017 - 02.2018
Server
Kankakee Country Club
06.2013 - 12.2014
Estimating
Brown Printing Company
07.2007 - 06.2013
Associates Degree - Business Administration
McHenry County College
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