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 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.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

• OB/IN calls, scheduled appointments for Covid-19

• Provided primary customer support to external customers

• Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns

• Collected and analyzed customer information to prepare service reports

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions

• Responded to customer requests for services and company information

• Clarified customer issues and determined root cause of problems to resolve service complaints

• Updated account information to maintain customer records

• Answered customer telephone calls promptly to avoid on-hold wait times

• Recorded account information to open new customer accounts

• Offered advice and assistance to customers, paying attention to special needs or wants

• Sought ways to improve processes and services provided

• Effective liaison between customers and internal departments

• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction

• Met customer call guidelines for service levels, handle time and productivity

• Increased efficiency and team productivity by promoting operational best practices

• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Activated/deactivated new recruits and guests office and parking access

• Granted access for certain areas of office or specific branch

• Reported to building management of any maintenance issues

• Coordinated employee transfers

• Signed and forwarded bill of services to correct department

• Designed documentations for supplies

• Corresponded to all levels of individuals via outlook or Skype

• Trained floater

• Troubleshoot

• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency

• Completed forms, reports, logs and records to quickly handle all documentation for human resources

• Managed phone and email correspondence and handled incoming and outgoing mail and faxes

• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files

• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy

• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests

• Liaised between clients and vendors and maintained effective lines of communication

• Managed filing system, entered data and completed other clerical tasks

• Opened and properly distributed incoming mail to promote quicker response to client inquiries

• Interacted with vendors to purchase and set up equipment and services

• Created and implemented standard operating procedures for records handling

• Managed calendars to strategically coordinate meetings, appointments and events

• Assisted coworkers and staff members with special tasks on daily basis

• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff

• Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service

• Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders

• Established administrative work procedures to track staff's daily tasks

• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary

• Maintained well-stocked and organized office supply room to aid in inventory management

• Conducted research to assist with routine tasks and special projects

• Answered phones to process requests, transfer calls or relay messages to appropriate personnel

• Collaborated with coworkers to maximize potential for successful business growth

• Prepared mail and packages for shipment, pickup and courier services to expedite delivery

• Organized resources, records and personnel to accomplish aggressive targets

• Created and updated records and files to maintain document compliance

• Sorted, opened and routed mail and deliveries to meet business requirements

• Communicated with management to explain issues and formulate solutions

• Set up conference rooms, technology and materials to facilitate meetings

• Documented and distributed meeting notes to identify, analyze and improve workflows

• Participated in strategic planning to execute in best interests of plan goals

• Translated information into electronic forms by compiling and sorting data

• Developed correspondence to enhance communication between stakeholders

• Recorded and tracked operational expenses to identify and eliminate wasteful spending

• Increased empathy

• Provided non-medical care

• Meal preparation and planning

• Ability to safely lift and transfer client

• Provide general attention to non-medical needs of client(s) following established Service

• Plan/Care Plan

• Assist client(s) in and out of bed, excluding use of mechanical lifting equipment unless trained and documented as competent

• Assist client(s) with walking, including use of walkers and wheelchairs, when applicable

• Provide meal planning, preparation, and feeding as required

• Provide medication reminders

• Remind clients to complete prescribed exercises when instructed by appropriate health care professional

• Remain in client vicinity at all times during shift and report any unusual incidents and act quickly in cases of emergency

• Utilize Gentiva's required time management system for Clock-in and Clock-out procedures when reporting for work and when clocking out from work

• Document services delivered in accordance with Gentiva Health Service policies and procedures

• Record and report changes in client's physical condition, behavior, or appearance to supervisor

• Report any unusual incidents and act quickly in cases of emergency

• Adhere to HIPAA regulations

• Provide general companion care services, and homemaker services

• Participate as requested in quality assurance reviews and evaluations of Gentiva's services

• Uphold, support, and promote all company policies and procedures

• Accurately handled data entry for clients into company-based software

• Maintained accurate records of companies' valuable information

• Communicated with all levels of people

• Proficient typing skills

• Keen eye for details and accuracy

• Insert customer and account data by inputting text based and numerical information from source documents within time limits

• Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry

• Review data for deficiencies or errors, correct any incompatibilities if possible and check output

• Research and obtain further information for incomplete documents

• Apply data program techniques and procedures

• Generate reports

• Store completed work in designated locations and perform backup operations

• Scan documents and print files, when needed

• Keep information confidential

• Respond to queries for information and access relevant files

• Comply with data integrity and security policies

• Ensure proper use of office equipment and address any malfunctions