EMMANUEL KUMAH
East Hartford
Summary
Results-driven and detail-oriented professional with over five years of experience in customer service within healthcare environments, seeking to transition into an Office Supervisor role. Proven ability to lead by example, streamline administrative processes, and ensure efficient daily office operations. Adept at team coordination, conflict resolution, and maintaining high standards of customer service while meeting organizational goals. Strong communication, organizational, and problem-solving skills, with a track record of supporting staff, improving workflow efficiency, and delivering exceptional service in fast-paced settings. Committed to fostering a positive work environment and driving operational excellence.
Overview
7
7
years of professional experience
Work History
Business Service Representative
Trinity Health of New England
11.2023 - Current
- Responded to patient requests, providing tailored support and recommendations to meet individual needs.
- Handled high volume of patient calls, diagnosing issues and coordinating effective solutions.
- Verified patient insurance details and coordinated all specialty referrals.
- Provided technical support and educated patients on using the video conferencing platform , ensuring they were prepared for their virtual consultations.
- Enhanced patient experience by addressing concerns, demonstrating empathy, and swiftly resolving issues.
- Developed highly empathetic patient relationships and earned a reputation for exceeding service standard goals.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Support Specialist
Foley Carrier Services
02.2022 - 04.2023
- Assisted high volume of customers daily, fostering positive experiences and prioritizing customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Followed up with customers on resolved issues, reinforcing commitment to exceptional customer service.
- Adhered to company policies and scripts, ensuring compliance with call-time and quality standards.
- Met customer call guidelines for service levels, handle time and productivity.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on Department Of Transport regulations and the need for compliance.
VISITOR AMBASSADOR
Umass Memorial Medical Group
12.2020 - 01.2022
- Greeted patients and visitors promptly and courteously, providing accurate information about services to enhance UMass Memorial Medical Group's positive image.
- Created welcoming atmosphere by greeting customers and clients.
- Managed high volume of telephone calls from patients, visitors, vendors, and staff, coordinating transportation arrangements to meet patient needs.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Graduate Teaching Assistant
Clark University
09.2019 - 12.2020
- Created and assessed exams and assessments to measure student understanding and deliver constructive feedback on performance.
- Evaluated assignments, proctored tests, and assigned grades to uphold university standards and ensure academic integrity.
- Mentored students through office hours and one-on-one communication.
- Advised and mentored students on navigating academic and professional goals with support and guidance.
- Maintained comprehensive class and student records by documenting attendance and tracking assignment completion.
- Collaborated with staff in curriculum reviews to improve course and program offerings.
Education
Master of Science - Communications
Clark University
Worcester, Massachusetts, MA05-2021
Bachelor of Arts - Journalism
GHANA INSTITUTE OF JOURNALSIM
ACCRA, GHANA05-2019
Skills
- Patient relations skills
- Communication skills
- Multitasking and Organizational skills
- Computer and EMR proficiency
- Problem-solving skills
- Team collaboration
- Problem solving
Timeline
Business Service Representative
Trinity Health of New England
11.2023 - Current
Customer Support Specialist
Foley Carrier Services
02.2022 - 04.2023
VISITOR AMBASSADOR
Umass Memorial Medical Group
12.2020 - 01.2022
Graduate Teaching Assistant
Clark University
09.2019 - 12.2020
Master of Science - Communications
Clark University
Bachelor of Arts - Journalism
GHANA INSTITUTE OF JOURNALSIM