Summary
Overview
Work History
Education
Skills
Interests
Additional Information
Accomplishments
Timeline
Generic

Felicia Perry

Houston,TX

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

14
14
years of professional experience

Work History

Scheduler II

Essentia Health
05.2025 - 08.2025
  • Patient identification, registration, and scheduling, after visit summaries with estimates, patient checkout and appointment, and procedure and lab scheduling, obtaining required signatures and documents from patients
  • Supports a variety of Population Management, Chronic Disease Management and ACO initiatives through patient registry and outbound calling
  • Full pre-registration of all patients calling to schedule an appointment, including updating of guarantor information and verification of insurance eligibility
  • Coordinates the scheduling of services for patients including ancillary and procedure scheduling
  • Handles incoming calls, follow-up and referral work queues, ticket scheduling.
  • Proficiently and accurately enters data into the permanent electronic health record while talking with patients
  • Works as part of a care team of support staff and clinical staff to provide optimal customer service and clinical outcomes
  • Other clerical duties as assigned

Patient Engagement Representative

Conifer Health
Houston, TX
09.2023 - 10.2024
  • Facilitated inbound support for patient acquisition and retention initiatives across telephonic, email, and web chats.
    Oversaw more than 50 calls daily with a focus on telephone communication.
    Ensured prompt inquiry responses that accurately represented hospital branding for positive engagement.
    Adhered to scripted responses for campaign inquiries while identifying actions for non-campaign requests.
    Evaluated eligibility for care coordination based on established criteria using decision tree programs.
    Documented all interactions meticulously and referred unresolved issues to relevant departments.
    Coordinated physician referrals aligned with Stark Law, ensuring accurate documentation of referral criteria.
    Maintained productivity levels by meeting expected handle times and after-call work.

Customer Service Representative

MCI
01.2021 - 08.2021
  • Managed OB/IN calls, ensuring effective communication and timely appointment scheduling for COVID-19 tests.
    Transferred calls to appropriate entities, enhancing service efficiency.
    Utilized persuasive speaking and positive language to address inquiries on helpline.
    Escalated or deescalated calls based on urgency and client needs.
    Built rapport with clients through empathetic interactions and attentive listening.
    Facilitated translation services to support diverse clientele effectively.
    Tracked and documented inquiries, contributing to improved response strategies.
    Collaborated with team members to achieve shared goals and enhance overall performance.

Office Support

Canon
Houston, TX
07.2018 - 07.2019
  • Executed mail processing by weighing parcels, sorting mail, and ensuring delivery accuracy.
    Operated Konica Minolta printers to maintain smooth printing operations.
    Purchased, stocked, and managed inventory within budgetary constraints.
    Scheduled meetings and maintained conference/presentation rooms for effective collaboration.
    Corresponded with vendors regarding service agreements and contract approvals.
    Activated office access for new recruits while coordinating employee transfers.
    Reported maintenance issues promptly to building management for resolution.
    Trained floaters while troubleshooting various tasks to uphold operational safety standards.

Assistant

5 Star Janitory Service
Houston, TX
02.2012 - 05.2018
  • Maintained organized office supply room to enhance inventory management efficiency.
    Conducted research to support routine tasks and special projects.
    Answered phones, processed requests, transferred calls, and relayed messages efficiently.
    Collaborated with coworkers to drive successful business growth initiatives.
    Prepared mail and packages for shipment, ensuring expedited delivery.
    Organized resources and records to meet aggressive operational targets.
    Created and updated records to ensure document compliance.
    Set up conference rooms with necessary technology and materials for effective meetings.

Education

Externship - Medical Office Assistant

Concentra Urgent Center
01.2022

Executive Administrative Assistant Certificate -

San Jacinto College

Associate of Arts Degree -

Houston Community College

Certificate/License for Esthetician / Houston -

Skills

  • Decision Making
  • Adaptability
  • Problem-Solving
  • Professionalism
  • Self-Management
  • Conflict Resolution
  • Planning and Organizing
  • Delegation
  • Multi-Tasking
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Upbeat and Positive Personality
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Creative Problem Solving
  • Call Documentation
  • Efficient and Detail-Oriented

Interests

Hobbies , Reading Traveling Camping Fishing Sports 2

Additional Information

  • Awards , Honor Society The Society for Collegiate Leadership & Achievement Perfect Attendance

Accomplishments

  • Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Consistently maintained high customer satisfaction ratings.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Timeline

Scheduler II

Essentia Health
05.2025 - 08.2025

Patient Engagement Representative

Conifer Health
09.2023 - 10.2024

Customer Service Representative

MCI
01.2021 - 08.2021

Office Support

Canon
07.2018 - 07.2019

Assistant

5 Star Janitory Service
02.2012 - 05.2018

Externship - Medical Office Assistant

Concentra Urgent Center

Executive Administrative Assistant Certificate -

San Jacinto College

Associate of Arts Degree -

Houston Community College

Certificate/License for Esthetician / Houston -

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