Gary Mency

Provided assistance to patients in navigating healthcare benefits and services.

Responded to inquiries regarding medication availability and dosage instructions.

Documented customer interactions accurately in CRM systems to ensure follow-up and resolution.

Resolved customer complaints by identifying issues and offering appropriate solutions.

Collaborated with cross-functional teams to improve service delivery processes.

Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.

Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.

Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.

Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.

Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.

Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.

Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.

Stayed calm under pressure to and successfully dealt with difficult situations.

Followed up with customers about resolved issues to maintain high standards of customer service.

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

Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.

Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.

Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.

Resolved customer inquiries through effective communication and problem-solving techniques.
Streamlined support processes to enhance service delivery and response times.
Mentored new team members, providing training on customer engagement strategies.
Analyzed customer feedback to identify trends and recommend service improvements.
Collaborated with cross-functional teams to resolve complex customer issues efficiently.

Established rapport with potential clients to schedule appointments and increase lead conversion rates.
Leveraged CRM systems to track interactions and manage follow-up activities efficiently.
Conducted thorough research on target markets to identify new opportunities for outreach and engagement.
Collaborated with sales teams to refine appointment-setting strategies, enhancing overall effectiveness.
Analyzed appointment data to identify trends, optimizing scheduling processes for better outcomes.

Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
Utilized CRM software to manage customer interactions and streamline sales processes.
Trained new team members on company policies, procedures, and product knowledge.
Analyzed customer feedback to identify areas for service improvement and satisfaction enhancement.
Collaborated with sales team to develop strategies for upselling products and increasing revenue.
Built strong relationships with customers by providing personalized support and follow-ups.