Erica Burton
Martinez,GA
Summary
Skilled in critical thinking and customer service, I excel in high-pressure environments, evidenced by my tenure at Transworld Systems Inc. where I enhanced customer loyalty through empathetic dispute resolution. My background spans patient care to administrative efficiency, showcasing a track record of improving operational workflows and fostering patient satisfaction.
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative Remote
Transworld Systems Inc.
01.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Patient Care Technician
United Cerebal Palsy
01.2022 - 12.2024
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for each individual.
Medical Receptionist
NorthBay Medical Center
01.2020 - 10.2022
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Supported office staff and operational requirements with administrative tasks.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
Education
High School Diploma -
Angelo Rodrguez High School
Fairfield, CA06-2022
Skills
- Customer service
- Critical thinking
- Active listening
- Data entry
- Problem resolution
- Front desk operations
- Telephone etiquette
- Appointment scheduling
- Medical terminology
- Patient scheduling
- Office administration
- Patient registration
- Call center support
- Call center customer service
- Call center management
- Avaya call center
- Outbound call center operations
- Follow-up calling
- Document calls
Timeline
Customer Service Representative Remote
Transworld Systems Inc.
01.2023 - 12.2024
Patient Care Technician
United Cerebal Palsy
01.2022 - 12.2024
Medical Receptionist
NorthBay Medical Center
01.2020 - 10.2022
High School Diploma -
Angelo Rodrguez High School
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