Favorite Tuumalo
Portland,OR
Summary
Experienced and patient representative dedicated to providing superior support for patients in need of reliable information on insurance coverage, finance options, and documentation requirements. Proficient in scheduling and database management for streamlined communication and reduced correspondence backlogs. Highly skilled at identifying client needs and concerns to enhance engagement strategies and overall service. Ready to bring over 15 years of relevant work experience and expertise to your team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Patient Access Representative/Registration
Adventist Health Center
02.2023 - Current
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Night Auditor/Front Desk Agent
Super 8 Hotel
07.2021 - 02.2023
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
Night Auditor
Daysinn Hotel
07.2018 - 07.2021
- Generated and printed daily financial reports to track hotel performance.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Improved operational efficiency by streamlining audit processes, reducing time spent on nightly closures.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
Call Center Agent
Epiq Call Center
12.2016 - 05.2018
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Dispatcher
Ali’i Security
12.2014 - 10.2016
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Fostered strong relationships with law enforcement and emergency services, improving inter-agency collaboration.
- Managed customer accounts and invoicing.
Customer Service Lead
Home Depot
09.2012 - 12.2014
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Kindergarten- Level 8 -
South Pacific International Christian Center School
High School Diploma -
St. Mary’s College
01.2010
Associate Degree -
American Samoa Community College
01.2012
Skills
- Customer Service
- Insurance Verification
- Patient Registration
- Appointment Scheduling
- Registration and Admissions
- Quality Assurance
- Financial Procedures Adherence
- Administrative and Office Support
- Providing Information and Resources
- Medical Services Administration
References
Available upon request
Certification
- Youth Pastor - 12 years
- Church Secretary - 5 years
- Community Outreach Programs - 3 years
Languages
English
Native or Bilingual
Samoan
Native or Bilingual
Timeline
Patient Access Representative/Registration
Adventist Health Center
02.2023 - Current
Night Auditor/Front Desk Agent
Super 8 Hotel
07.2021 - 02.2023
Night Auditor
Daysinn Hotel
07.2018 - 07.2021
Call Center Agent
Epiq Call Center
12.2016 - 05.2018
Dispatcher
Ali’i Security
12.2014 - 10.2016
Customer Service Lead
Home Depot
09.2012 - 12.2014
Kindergarten- Level 8 -
South Pacific International Christian Center School
High School Diploma -
St. Mary’s College
Associate Degree -
American Samoa Community College
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