Summary
Overview
Work History
Education
Skills
Timeline
Generic

Francine Battle

Villa Rica,GA

Summary

Dedicated administrative professional with experience in popular systems and software. Friendly employee with strong customer service and issue resolution skills. Hardworking medical administrative professional offers great people skills, organized file management and deep understanding of patient protections. Enhances office operations by staying on top of patient and staff needs. Experience with electronic recordkeeping and insurance documentation.

Overview

7
7
years of professional experience

Work History

Scheduler Coordinator

Kelly Connect
Villa Rica, GA
01.2022 - Current
  • Processed payments and updated accounts to reflect balance changes.
  • Informed patients regarding needed medical tests and procedures.
  • Instructed patients regarding how to prepare for appointments.
  • Assisted patients with canceling and rescheduling appointments.
  • Coordinated appointments with customers and staff members according to availability.
  • Followed up with patients and confirmed appointments.
  • Routed calls and correspondence to appropriate medical staff.
  • Updated patient information in databases and adhered to confidentiality requirements.
  • Prevented double bookings and set aside appropriate time in between appointments.
  • Reviewed insurance information with patients and processed copays.
  • Answered phone calls and took messages for staff members.
  • Communicated with patients with compassion while keeping medical information private.
  • Compiled and coded patient information or data in appropriate computer system.
  • Assisted physicians with finalizing reports, speeches or presentations.
  • Ordered and maintained supply inventory for medical office.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • 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.
  • Routed laboratory or diagnostic results to appropriate staff.

Chat Support Representative Red Cross

R1
09.2017 - 05.2021
  • Answered questions from customers that came in through the company's online chat feature.
  • Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
  • Walked customers through online demonstrations to support better understanding of product features.
  • Maintained understanding of company computer software, products and services.
  • Corresponded with more than three customers daily, effectively building outstanding skills in writing.
  • Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
  • Answered customer questions and resolved concerns quickly to maximize satisfaction.
  • Maintained business records by updating customer information.
  • Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement.
  • Sourced and managed customer retention database and online appointment booking system.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Collected deposits or payments and arranged for billing.
  • Oversaw warranty counseling process to manage expense controls.

Customer Service Representative

Express Employment
Englewood, CO
09.2017 - 05.2021
  • Answer customers' questions about products, prices, availability, product uses, and credit termsIdentify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferencesFormulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managersIdentify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.Answered questions from customers that came in through the company's online chat feature.Used various skills to resolve problems in reasonable amount of time.Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.Walked customers through online demonstrations to support better understanding of product features.Maintained understanding of company computer software, products and services.Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.Provided exceptional coaching to new hires and offered positive feedback on completed tasks.Answered customer questions and resolved concerns quickly to maximize satisfaction.Shared feedback with team and offered suggestions for customer experience improvements.Maneuvered through various systems to provide customers with prompt, courteous and accurate information.Tracked customer issues to report patterns and trends for metrics and report building.Leveraged telephony, email, and chat technologies to resolve end-user inquiries.Projected favorable image of company to promote objectives and goals that enhance client relationships.Composed grammatically correct, clear and concise email responses to reflect company tone and style.Worked on support-specific projects to keep knowledge base up to date.Collaborated cross-functionally to communicate issues and coordinate responses.Assisted in technical support process refinement to improve customer service and support.

Education

Associate of Applied Science - Accounting And Business Management

Strayer

Skills

  • Senior leadership support
  • Quality assurance controls
  • Problem-solving abilities
  • Clerical support
  • Retail sales customer service
  • Technologically savvy
  • Quality control
  • Process optimization
  • Inbound and Outbound Calling
  • High-energy attitude
  • Data evaluation
  • Sales expertise
  • Conflict mediation
  • Adaptive team player
  • Microsoft Office expertise
  • Call Center Operations
  • System implementation
  • Route management
  • Credit card payment processing
  • Customer relations
  • Report generation
  • Critical Thinking
  • Problem-Solving
  • Medical Recordkeeping
  • Appointment Scheduling
  • Medical Report Preparation
  • Referral Verification
  • Insurance Authorizations
  • Calendar and Appointment Management

Timeline

Scheduler Coordinator

Kelly Connect
01.2022 - Current

Chat Support Representative Red Cross

R1
09.2017 - 05.2021

Customer Service Representative

Express Employment
09.2017 - 05.2021

Associate of Applied Science - Accounting And Business Management

Strayer

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Francine Battle