Erica Dyer
Mount Juliet,TN
Summary
Seeking a responsible and challenging position in a growth oriented progressive institution where my experience and skills will significantly contribute to the overall success of the organization and provide opportunities for my career growth.
Overview
9
9
years of professional experience
Work History
Patient Care Coordinator
Game Ready/Avanos Medical
11.2020 - Current
- Maintain strict confidentiality due to HIPPA laws.
- Review and confirm validity of Physician prescriptions.
- Coordinated patient care by scheduling orders, communicating information to the patient in regards to device shipments.
- Interacting with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
- Providing verbal instruction of medical device usage per Doctor’s written instructions.
- Communicated with other medical professionals regarding patient care, referrals and clarification of doctor's orders.
- Consistently meet surgical and non-surgical deadlines.
- Work with potential patients, insurance carriers and/or payers, healthcare providers, Game Ready (an Avanos Medical Company) to successfully process timely rental orders.
- Additional responsibilities include but not limited to: patient in-service via phone, patient surveys, order extensions, inquires, inventory retrieval management among other related activities.
Sr. Customer Service Representative
Avanos Medical
08.2018 - 10.2020
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Single handedly built and maintained all standing orders yearly for customers as they requested them.
Customer Service Representative
Halyard Health
09.2015 - 07.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promptly respond to telephone inquiries, providing quality service to customers inquiring about the availability of products and status of orders.
- Access catalog systems and programs to look up product information, availability, lead time, and pricing.
- Navigate through operating systems such as SAP and Salesforce to complete customer orders, requests, and updates.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns.
Shipment Manager
Transprint Solutions
03.2014 - 08.2015
- Perform tasks of verifying and keeping records on incoming and outgoing shipments.
- Monitor daily shipping activities while also maintaining good relationships with partners, customers and shippers.
- Ensure that contractual deadlines and target are met.
- Maintain up to date information in computer system.
Education
Associate of Arts - Communications
Georgia Perimeter College
Decatur, GA05.2013
Skills
- Microsoft Office (Word, Excel, and Power Point)
- High level of SAP, DME, customer service experience, and product knowledge
- Able to multitask with outstanding organizational skills
References
Halyard Health, Alpharetta GA - Kecia Whitehead (404) 732-3231
Avanos Medical, Alpharetta GA - Josh Zepeda (510) 826-6403
Avanos Medical, Alpharetta GA - Kelly Jeffords (478) 955-2134
Avanos Medical, Alpharetta GA - Dina Williams (404) 573-6385
Timeline
Patient Care Coordinator
Game Ready/Avanos Medical
11.2020 - Current
Sr. Customer Service Representative
Avanos Medical
08.2018 - 10.2020
Customer Service Representative
Halyard Health
09.2015 - 07.2018
Shipment Manager
Transprint Solutions
03.2014 - 08.2015
Associate of Arts - Communications
Georgia Perimeter College
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