Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

ERIK HAGLER

Salisbury,NC

Summary

Skilled team player with strong background in Customer Service and Healthcare environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. Hardworking Patient and Customer Service focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success. Dependable Customer Service and Healthcare industry worker equipped for fast- paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes and increase customer satisfaction. H Hardworking and reliable in Customer Service and Healthcare focused on going above and beyond to support team and serve customers. Trained in multitasking, active listening and problem solving and offering top-notch communication and customer focused abilities. Motivated to continue to learn and grow as career minded and team player professional.

Overview

24
24
years of professional experience

Work History

Substitute Teacher

Kelly Educational Staffing
Salisbury, NC
02.2024 - Current
  • Provided instruction and guidance to students in the absence of a regular teacher.
  • Assisted with classroom management issues when needed.
  • Implemented school policies and procedures in the classroom.
  • Collaborated with other teachers to ensure student success.
  • Maintained accurate records of student performance, attendance, and behavior.
  • Monitored student progress throughout the day.
  • Encouraged positive behavior among students through effective communication techniques.
  • Supported special needs students by providing individual instruction as needed.
  • Developed creative learning strategies to engage all types of learners.
  • Ensured that each student had access to appropriate materials and resources.
  • Created an environment conducive to learning while managing challenging behaviors.
  • Utilized various teaching methods such as lectures, discussions, audio-visual presentations.
  • Promoted a safe and secure atmosphere within the classroom setting.
  • Integrated technology into lessons whenever possible.
  • Administered tests and assessments according to school guidelines.
  • Participated in professional development programs related to education topics.
  • Enforced classroom routines to keep students on schedule and operating at consistent level.
  • Provided classroom instruction outlined in teacher's lesson plans.
  • Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
  • Provided notes and reports on school day activities to primary teacher.

Medical Office Assistant

Pinnacle Urgent Care
Lexington, North Carolina
09.2023 - 11.2023
  • Greeted patients and visitors in a professional and friendly manner.
  • Scheduled patient appointments, answered incoming calls, and assisted with inquiries.
  • Collected payments from patients for services rendered.
  • Verified insurance coverage for each patient visit.
  • Managed medical records using an electronic health record system.
  • Prepared patient charts prior to each appointment.
  • Assisted physicians during examinations by providing instruments and supplies as needed.
  • Performed basic clerical duties such as filing documents, entering data into the computer system, photocopying forms and documents.
  • Maintained medical supply inventory levels and ordered additional supplies when needed.
  • Provided guidance to patients regarding their care plan or treatment options.
  • Ensured that all required paperwork was completed accurately prior to submitting it for processing.
  • Followed HIPAA guidelines to ensure confidentiality of patient information.
  • Processed referrals for specialist visits or diagnostic tests.
  • Assisted with scheduling follow-up appointments for patients after discharge from hospitalization.
  • Accurately entered billing codes into the computer system for reimbursement purposes.
  • Communicated effectively with other healthcare staff members regarding patient care plans.
  • Maintained a clean work environment by adhering to infection control protocols.
  • Scheduled appointments for patients via phone and in person.
  • Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
  • Registered patients and scheduled appointments.
  • Collected information, verified insurance and collected co-payments for patients as part of check-in process.
  • Maintained confidentiality of records relating to clients' treatment
  • Received and screened telephone calls and visitors by determining or addressing needs.
  • Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
  • Completed and safeguarded medical records, securing patient information to maintain confidentiality.
  • Collected co-pays and insurance data, applying full and proper payment to patient accounts.
  • Cleaned and disinfected exam tables, trays and lamps to comply with infection control policy.
  • Maintained smooth flow of examinations to keep appointments on schedule.
  • Submitted diagnosis and procedure codes for insurance companies.
  • Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.
  • Answered telephones and directed calls to appropriate medical or administrative staff.
  • Scheduled and confirmed patient appointments and consultations.
  • Greeted patients, determined purpose of visit and directed to appropriate staff.
  • Communicated with patients with compassion while keeping medical information private.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
  • Ordered and maintained supply inventory for medical office.

PATIENT CARE ASSOCIATE/ACCESS SPECIALIST

Novant Health
Salisbury, NC
08.2022 - 07.2023
  • Improved patient wellbeing, guiding through exercises, physical therapy and other daily health routines
  • Supported patient comfort, adjusting bed settings, changing sheets and repositioning to prevent bedsores
  • Helped maintain patient cleanliness, providing support for bathing, bathroom needs and other areas of personal hygiene
  • Used initiative to identify and respond to customer service issues
  • Assessed patient rooms regularly to monitor health, wellbeing and personal comfort
  • Personalized patient care while maintaining orderly flow
  • Engaged with patients, learning about each individual and establishing rapport to encourage personal comfort
  • Took required pre- and post-treatment vital signs and weight
  • Cleaned and disinfected treatment rooms and equipment in line with facility policy
  • Monitored food, beverage and medication intake and alerted supervisory staff to changes in patient condition
  • Wore appropriate Personal Protective Equipment (PPE) to prevent pathogenic transmission and encourage recovery
  • Observed patients' response to established therapies, reporting unusual findings to supervisor
  • Transported patients in wheelchairs and rolling beds between care, therapy and examination rooms
  • Used clinical and non-clinical terminology to receive patient phone calls and arrange appropriate follow-up action
  • Upheld rigorous cleaning and sanitation protocol to protect staff and patients from blood-borne, airborne and surface-transferred pathogens
  • Assisted Medical Unit Receptionist with the admittance and discharge of patients through EPIC System
  • Input vitals into patient's chart through EPIC System
  • Assisted with other patient needs in other locations of the facility
  • Helped maintain a safe environment for the patient by ensuring that all medical equipment is functioning properly and securely stored when not in use.
  • Communicated regularly with nursing staff regarding changes in patient condition or needs.
  • Maintained accurate records of patient care including treatments, medications administered and other pertinent information.

CLIENT SUPPORT ADMINISTRATOR

Ally Homecare
Salisbury, United States
03.2022 - 06.2022
  • Shared customer feedback and functionality requests with leadership team to spearhead process improvements
  • Answered numerous calls, emails and secure message inquiries to service clients and grow business relationships
  • Met established productivity, schedule adherence and quality standards to deliver quality customer service
  • Engaged with customers to understand and resolve issues and answer product questions.

FINANCIAL SERVICES REPRESENTATIVE

NC State Employee Credit Union
Lexington, NC
10.2021 - 02.2022
  • Motivation
  • Multitasking
  • Coordination
  • Prepared and processed forms to change, levels
  • Updated customer accounts with current personal and purchasing information
  • Met and exceeded daily service quality and performance goals
  • Completed calls and followed scripts to maintain good call control
  • Process any and all member transactions accurately Answer member questions by phone and/or in person Balance cash drawer daily Other related duties as assigned.

SHIFT SUPERVISOR

Walgreens, Salisbury
Kannapolis, NC
07.2019 - 10.2019
  • Addressed schedule deficiencies and contacted unscheduled employees to fill shifts for unexpected absences
  • Communicated with patrons to build personable rapport and resolve issues
  • Prepared shift reports, keeping management informed of daily operations
  • Oversaw compliance with prescribed health and safety guidelines to reduce infectious spread among staff and customers
  • Supervised department employees and monitored equipment to support functionality
  • Managed operations during shift, with total awareness of activities of employees and customers
  • Motivated team to deliver quality service while promoting energetic and collaborative environment
  • Guided staff in absence of direct supervisors
  • Assessed customer needs and issued complementary services to maintain customer loyalty
  • Offered guests and staff safe environment by strictly enforcing company rules
  • Delegated tasks, communicated expectations, and directed workflows to improve performance
  • Communicated policy updates to department, answered questions, and monitored compliance
  • Improved employee skills, increased team value, and cultivated leadership potential
  • Managed employee performance through disciplining, coaching, and counseling
  • Established clear objectives and set policies to achieve targets with minimal waste and expenditures
  • Improved team member performance through motivation and training.

CUSTOMER SERVICE ASSOCIATE

Lowe's Home Improvement
Salisbury, NC
07.2019 - 09.2019
  • Advised customers on status of merchandise ordered and arranged for pickup and delivery
  • Merchandised products according to planograms and display instructions and assisted with store recovery
  • Organized and maintained customer service desk and monitored front lanes to address hazards or return unsold products to shelves
  • Facilitated clear communication between distribution centers, carrier companies, and customers to expertly resolve inquiries
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
  • Communicated new and relevant information to customers and followed up on promises
  • Greeted guests entering or exiting store and upon approach to sales registers, answering questions and directing to product locations or store departments
  • Monitored promotions and sales to provide updated information and pricing
  • Assisted with training and developing sales associates and customer service team members Responded to pre-sales inquiries, returns, and routine order processing support
  • Answered calls or emails from customers and assisted with special requests or resolving complaints
  • Shared relevant tools with customers as necessary to reduce support call frequency
  • Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation
  • Followed established protocols for escalating customer complaints to management
  • Processed refunds and exchanges in alignment with store policies
  • Trained new associates on store programs and policies
  • Counted and reconciled cash-drawer discrepancies prior to or following each shift
  • Adhered to inventory control practices, recording stock moves on handheld devices to provide real-time updates to stock levels
  • Assisted with receiving, product pricing, and stock replenishment.

AREA OUTREACH SPECIALIST

Atrium Healthcare
Kannapolis, NC
10.2017 - 04.2019
  • Conduct Live Answer Services for patients for up to 12 Healthcare practices
  • Operate under any and all HIPAA laws and policies
  • Multitask information between multiple computer monitors
  • Relay Patient concerns, questions, inquiries to Healthcare Providers via messages or direct phonecontact
  • Schedule/Reschedule or Cancel Patient appointments
  • Assist with other satellite offices for additional personnel assistance
  • Operate programs such as Excel, Microsoft Office, Cerner and Epic
  • Input or update Patient Insurance and Billing information
  • Assist with Patient Medications by contacting Pharmacies directly
  • Stay informed of any and all Healthcare Office Policy and Procedure changes.

CO-OWNER/OPERATOR

A Moment In Time Video
Salisbury, NC
02.2013 - 07.2016
  • Created culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention
  • Increased revenue and reduced risk by enforcing company policies and improving operations
  • Evaluated and improved service delivery by networking and communicating with crucial account decision-makers
  • Expanded market reach through social media branding and email marketing
  • Met with prospective clients to present company offerings, discuss products, and showcase service solutions
  • Built successful business from ground up using business acumen and industry-specific knowledge
  • Identified areas for expansion by analyzing market, consumer trends, and competition
  • Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences
  • Resolved problems, provided open communication, and recommended discipline and terminations
  • Increased employee job satisfaction with hands-on, motivational approaches
  • Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements.

ASSISTANT STORE MANAGER

Hibbett Sports Store
Salisbury, NC
09.2013 - 04.2016
  • Worked on sales floor and interacted with customers and employees to maximize and expand potential
  • Restructured departments and modeled customer service techniques to advance sales position in competitive markets
  • Issued detailed responses to complaints resolving customer service issues with timeliness and organization
  • Worked with corporate and executive-level staff to address operational needs and establish strategies for profit growth
  • Analyzed store reports to evaluate performance, increase sales, and reduce controllable expenses
  • Developed quality talent from within to retain engaged employees and remain competitive
  • Created and implemented innovative business strategies to drive record sales growth
  • Oversaw daily operations with practiced eye, focusing on efficiency, team collaboration and process improvements
  • Established customer relationships to generate more business, maintain store profitability, and expand brand loyalty and recognition
  • Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews
  • Implemented and supervised maintenance and sanitation standards for equipment and instruments
  • Coordinated and supervised activities of team members to consistently meet customers' needs
  • Increased employee job satisfaction with hands-on, motivational approaches
  • Resolved problems, provided open communication, and recommended discipline and terminations
  • Set forward-thinking policies to meet business needs and boost team success
  • Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences.

CUSTOMER SERVICE REPRESENTATIVE

Lowe's Home Improvement
Kannapolis, Lexington, NC
10.2007 - 04.2013
  • Provided solutions, recommendations, and replacements with empathy and positive feedback
  • Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies
  • Informed customers and professionals on eligibility, benefits, claims payment, and authorizations
  • Validated data and resolved problems related to system-generated information
  • De-escalated customer complaints using specialized communication techniques
  • Trained new associates on store programs and policies
  • Answered incoming calls and assisted customers with questions
  • Used upselling and cross-selling techniques to provide solutions to customer issues
  • Exceeded requirements and deadlines when providing products and services to customers
  • Implemented best practices in fostering exceptional customer care support and satisfying customers
  • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
  • Opened and closed accounts and processed applications
  • Answered calls or emails from customers and assisted with special requests or resolving complaints
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Built strong knowledge of product line to assist customers in selecting products
  • Used knowledge base systems and work processes to help customers
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
  • Advised customers on status of merchandise ordered and arranged for pickup and delivery
  • Assisted associates with problem resolutions
  • Handled escalated callers constructively to provide positive outcomes for members
  • Monitored and resolved product and service issues promptly.

CUSTOMER SERVICE ASSOCIATE

Lowe's Home Improvement
Salisbury, NC
04.2000 - 05.2003
  • Trained new associates on store programs and policies
  • Processed refunds and exchanges in alignment with store policies
  • Assisted with training and developing sales associates and customer service team members
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
  • Validated data and resolved problems related to system-generated information
  • Answered incoming telephone calls and provided information regarding store hours, location, and policies
  • Responded to pre-sales inquiries, returns, and routine order processing support
  • Greeted guests entering or exiting store and upon approach to sales registers, answering questions and directing to product locations or store departments
  • Answered calls or emails from customers and assisted with special requests or resolving complaints
  • Merchandised products according to planograms and display instructions and assisted with store recovery
  • Addressed customer concerns and provided timely resolution to mitigate complaints
  • Organized and maintained customer service desk and monitored front lanes to address hazards or return unsold products to shelves
  • Adhered to inventory control practices, recording stock moves on handheld devices to provide real-time updates to stock levels
  • Supported loss prevention team by verifying proper inventory control procedures and monitoring store areas for theft or damaged products
  • Counted and reconciled cash-drawer discrepancies prior to or following each shift
  • Completed sales payments, refunds, and exchanges and issued store credit.

Education

Some College (No Degree) - Basic Law Enforcement Training

Rowan Cabarrus Community College
Concord, NC
01-2005

HIGH SCHOOL DIPLOMA -

East Rowan High School
08.1997

Skills

  • 25 years in Customer
  • Relationship building and
  • Management
  • Records management
  • Customer needs assessment
  • Helpdesk operations
  • Cash Handling Multiple
  • Computer system
  • Operations
  • Data verification Consumer
  • Demand
  • Identify needs
  • Train users
  • Monitor performance
  • Set up applications
  • Analytical thinking
  • Epic, Cerner, ThinkHealth
  • Google Docs, Microsoft
  • Office operation
  • Teamwork
  • Task prioritization
  • Planning
  • Public speaking
  • Verbal communication
  • Customer relations

References

References available upon request.

Timeline

Substitute Teacher

Kelly Educational Staffing
02.2024 - Current

Medical Office Assistant

Pinnacle Urgent Care
09.2023 - 11.2023

PATIENT CARE ASSOCIATE/ACCESS SPECIALIST

Novant Health
08.2022 - 07.2023

CLIENT SUPPORT ADMINISTRATOR

Ally Homecare
03.2022 - 06.2022

FINANCIAL SERVICES REPRESENTATIVE

NC State Employee Credit Union
10.2021 - 02.2022

SHIFT SUPERVISOR

Walgreens, Salisbury
07.2019 - 10.2019

CUSTOMER SERVICE ASSOCIATE

Lowe's Home Improvement
07.2019 - 09.2019

AREA OUTREACH SPECIALIST

Atrium Healthcare
10.2017 - 04.2019

ASSISTANT STORE MANAGER

Hibbett Sports Store
09.2013 - 04.2016

CO-OWNER/OPERATOR

A Moment In Time Video
02.2013 - 07.2016

CUSTOMER SERVICE REPRESENTATIVE

Lowe's Home Improvement
10.2007 - 04.2013

CUSTOMER SERVICE ASSOCIATE

Lowe's Home Improvement
04.2000 - 05.2003

Some College (No Degree) - Basic Law Enforcement Training

Rowan Cabarrus Community College

HIGH SCHOOL DIPLOMA -

East Rowan High School

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ERIK HAGLER