Felicia Perry

• Inbound support for patient acquisition and retention strategies executed by clients. Inbound channels include telephonic, email, and web chats and managing over 50 calls per day. Majority of communication volume is through telephonic responses.

• Answer inquiry promptly while assuring correct hospital representation to create positive patient engagement.

• Answer inquiry according to designated scripting for each campaign(s).

• Identify specific calls to action for non-campaign-specific requests.

• Accurately determine eligibility for care coordination and service line navigation. Eligibility is based on client-defined criteria presented to representative through system-based decision tree program. Provide prep instructions and requirements.

• Provide physician referrals in accordance with Stark Law. Provide Safe Harbor Disclaimer and accurately document referral criteria.

• Provide event details and secure registration for all attendees. This includes processing fees electronically in multiple payment applications and within compliant manner, when applicable.

• Handle payor contract negotiation calls and data breach calls as needed based on FAQ scripting and follow escalation paths as outlined.

• Navigate multiple systems to ensure proper resolution for requests.

• Maintain quality measures by handling inquiries based on protocols; this includes disposition, system-based actions, and capture of demographic data points and consent.

• Document and refer unresolved issues to appropriate department and/or client.

• Handle, document, and follow proper escalation protocols for patient complaints with caring and compassionate manner while maintaining professional guidelines and representing our client's brand.

• Handle multi-language calls utilizing interpreter services.

• Transfer callers to Post Call Satisfaction Survey.

• Maintain productivity levels outlined by meeting expected handle times and after-call work.

• Outbound support for patient acquisition and retention strategies executed by our clients. Outbound channels include telephonic, email, SMS, and web chats. Majority of volume is through telephonic.

• OB/IN calls, scheduled appointments for covid-19, friendly personality, empathy, adaptability, clear communication, transferred calls to appropriate entities, persuasive speaking, answered helpline for specific questions, positive language, escalated/deescalated calls, responsibility, effective listening, attentiveness, self-control, time management, product knowledge, facilitated translation services, rapport building, critical thinking and problem solving, adaptable, tracked and documented inquiries, goal oriented, closing techniques, and teamwork.

• Processed mail and packages, weighed parcels, hand sorted mail, distribution of all mail, delivered all mail to appropriate recipients, calculated postage rates, printed stamps and shipping labels, ensured addresses were legible and correct on outgoing mail, operated and maintained Konica Minolta printers, purchased office and kitchen inventory, stocked items, maintained inventory budget, maintained conference/presentation rooms and break rooms, scheduled meetings, activated/deactivated new recruits and guests office and parking access, corresponded with vendors for file shredding, signed off on certain contracts, granted access for certain areas of office or a specific branch, reported to building management of any maintenance issues, coordinated employee transfers, managed, negotiated, and approved vendors services, signed and forwarded bill of services to correct department, searched clearance database for underwriters, printed and bounded underwriters presentations, managed telephone setups, designed documentations for supplies, corresponded to all levels of individuals via outlook or skype, trained floaters, maintained safety of employees, troubleshooted, and other various tasks.

• Handled all mail, scanned, faxed, and copied, maintained electronic and hard copy filing system, opened, sorted, and distributed incoming correspondence, performed data entry, managed calendar, dropped off packages to post office, purchased office supplies, answered calls and provided information to callers, managed budget, payroll, prepared and modified documents, corresponded to management via outlook, created reports, drafts, memos, coordinated meetings, appointments, travel, and all arrangements, and other various tasks.