Linda Gayle Pucciarello
CSR
Hattiesburg,MS
Overview
40
40
years of professional experience
Work History
Patient Engagement Representative
Advise/Bloom Insurance
Bloomington , IN
09.2021 - Current
- Continually maintained and improved company's reputation and positive image in markets served.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Resolved patient financial problems with guidance from documented guidelines and procedures.
- Collected and validated patient demographics and insurance information.
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
- Facilitated communication between patients and various departments and staff.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked flexible hours across night, weekend and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Exceeded goals through effective task prioritization and great work ethic.
- Collaborated with team members to achieve target results.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team-building activities to enhance working relationships.
- Protected organization's value by keeping patient information confidential.
- Kept records of patient interactions to record details of inquiries, complaints or comments.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed and maintained courteous and effective working relationships.
- Prepared variety of different written communications, reports and documents.
- Identified issues, analyzed information and provided solutions to problems.
- Balanced deposits and credit card payments each day.
- Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted customers by answering questions and responding to inquiries.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion and access to services.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Automated processes to manage remote network.
- Maintained and managed customer files and databases.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Responded to customer requests for products, services and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted available products and services to customers during service, account management and order calls.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Worked with multiple means of communication within fast-paced environment.
- Initiated files by collecting and entering demographic, provider and procedure information into system.
- Utilized automated systems to log and retrieve information.
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Documented details of calls and customer interactions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Supported sales department in handling new subscriber orders, account inquiries and assigned tasks.
- Recommended products to customers, thoroughly explaining details.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Scheduled introductions and meetings for sales and assigned leads to encourage timely follow-up.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Executed outbound more than150 calls a day and converted 75% of calls into sales.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Discovered qualified prospects within target markets to drive new sales opportunities.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Educated customers on offerings and upsold products and services to increase revenue.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Conducted 150 outbound phone calls daily to reach potential clients and market medicare products and services.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Developed favorable customer service relationships and built new, robust customer bases.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Made average of 200 outbound and inbound calls per day.
- Set up appointments with interested customers according to schedule availability.
- Overcame objections using friendly, persuasive strategies.
- Provided information about available products and services, membership details and purchase advantages.
- Worked with customers to understand needs and provide excellent service.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Attended telephone skills and program information training sessions to boost aptitude.
- Established relationships and touch points with clients to promote retention.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Effective liaison between customers and internal departments.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Facilitated inter-departmental communication to effectively provide customer support.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Communicated professionally with colleagues, freelancers and clients.
- Provided ongoing guest service.
Data Entry Clerk
Remax Real Estate
Hattiesburg, MS
11.2016 - 03.2020
- Completed data entry tasks with accuracy and efficiency.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Reviewed completed work for compliance with regulations.
- Added documents to file records and created new records to support filing needs.
- Managed large data projects, including workflow scheduling, data entry and accuracy verification.
- Evaluated source documents to locate information needed for each data entry field.
- Obtained scanned records and uploaded into database.
- Verified data files prior to entry to maintain high data accuracy.
- Verified accuracy of data before transcribing.
- Compiled data and reviewed information for accuracy prior to input.
- Sorted documents and maintained organized filing process.
- Organized, sorted and checked input data against original documents.
- Located and corrected data entry errors and reported to management.
- Entered data into system according to formatting standards.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Executed data verification to detect errors.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Compiled information and input into Real Estate database.
- Received incoming calls and handled data requests from internal stakeholders.
- Sent completed entries to Real Estate s for evaluation and final approval.
- Oversaw team of 46 employees, providing comprehensive data entry training and regular performance reviews.
- Received incoming calls and handled data requests from internal stakeholders
- Corrected any data entry error to prevent later issues such as duplication or data degradation
- Scanned documents and saved in database to keep records of essential organizational information
Business Owner
American Maid
Hattiesburg, MS
08.2000 - 05.2007
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Consulted with customers to assess needs and propose optimal solutions.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Learned and remained updated on statutory requirements and regulations.
- Employed prompt decision-making and in-depth research to resolve issues.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Trained and motivated employees to perform daily business functions.
- Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business.
- Optimized team hiring, training and performance.
- Input income and expense details into database to track business finances and address variances.
- Provided outstanding coaching to employees to boost productivity.
- Devised processes to boost long-term business success and increase profit levels.
- Provided financial management through preparation of bank deposits and settlement of sales, returns and transaction reports.
- Achieved sales goals and increased revenue and profits through productive strategy development and organizational leadership.
- Built and deployed operational procedures, training programs and administrative systems to handle needs.
Dental Assistant
Dr. Charles Greer
Hattiesburg, MS
10.1983 - 08.1986
- Performed general chair-side duties to assist with various procedures, including general, endo and oral surgery.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
- Prepared and positioned patients for procedures by clipping dental napkins and placing patient safety devices.
- Booked patient appointments and managed treatment details.
- Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
- Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
- Documented patient dental health information, medical history and vital signs for future reference.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Explained treatment procedures and instructed patients on home care guidelines.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
- Sterilized rooms and prepped equipment and instruments for all procedures daily.
- Scheduled appointments for new and existing patients factoring in provider availability and scheduling loads.
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
- Staged tray for procedures by arranging dental instruments and equipment.
- Assisted dentist in management of medical or dental emergencies by implementing protocols for the unexpected emergency.
- Supported dentists during procedures to restore teeth, like dental fillings, permanent and temporary crowns, took impressions, poured models and cleaned around temporary and permanent crowns.
- Prepared and arranged instruments, medications and required materials, including cement, composites and impression materials.
- Prepared patient X-rays and images by for review by dentist.
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Provided diagnostic information by exposing and developing radiographic studies.
- Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures. Also polished patient teeth for routine exams
- Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
- Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage.
- Took dental images following strict patient protection rules by mentioning risks during pregnancyand applying lead aprons.
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records.
- Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature and pulse.
- Helped complete routine and advanced procedures by preparing patients and instruments for expected needs.
- Prepared comprehensive radiological images, allowing supervisory dental staff to spot cavities, tooth decay and areas needing treatment.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Charted all procedures in patient charts while following privacy laws and maintaining high level of accuracy.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Typed patient data into computer system while following privacy laws and maintaining high level of accuracy.
- Scheduled appointments for new and existing patients, factoring in provider availability and scheduling loads.
- Prepared and positioned patients for procedures by clipping dental napkins and placing patient safety devices.
Oral Surgeon Assistant
Dr. Newton Burton
Birmingham, AL
09.1986 - 10.1989
- Drew and maintained quality control of narcotics used for sedation.
- Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.
- Followed all appropriate procedures to minimize patient's exposure to radiation.
- Collected all pertinent data and calculations to aid physician in interpreting results.
- Taught patients about medications, procedures and care plan instructions.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Obtained client medical history, including medication information, symptoms and allergies.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Efficiently performed insurance verifications, pre-certifications and pre-authorization functions.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Prepared lab specimens for diagnostic evaluation.
- Measured patient spirometry.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Implemented care and efficiency improvements to support and enhance office operations.
- Measured patient pulse oximetry.
- Monitored Heart rate for accuracy using quality controls.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Oriented and trained new staff on proper procedures and policies.
- Collected and documented patient medical information such as blood pressure and weight.
- Maintained detailed records of test results by entering data and patient information into computer.
- Explained procedures to patients to reduce anxieties and increase patient comfort.
- Assisted Oral Surgeon while performing Orthognathic surgery in a hospital setting.
Dental Assistant
Dr. Arthur “ Mac” Bradley
Hattiesburg, MS
10.1989 - 11.1991
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Performed general chair-side duties to assist with various procedures, including general, endo and oral surgery.
- Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
- Staged tray for procedures by arranging dental instruments and equipment.
- Assisted dentist in management of medical or dental emergencies.
- Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
- Sterilized rooms and prepped equipment and instruments for numerous procedures daily.
- Provided diagnostic information by exposing and developing radiographic studies.
- Supported dentists during procedures to restore teeth, like dental fillings, permanent and temporary crowns, Seating and adjusting bite.
- Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
- Prepared patient X-rays and images for review by dentist.
- Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage. Performed Prophylactic cleanings and light scaling.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records.
- Prepared comprehensive radiological images, allowing supervisory dental staff to spot cavities, tooth decay and areas needing treatment.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
- Helped Hygienist complete routine and advanced procedures by preparing patients and instruments for expected needs.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Explained treatment procedures and instructed patients on home care guidelines.
- Prepared and arranged instruments, medications and required materials, including cement, composites and impression materials.
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Prepared and positioned patients for procedures by clipping dental napkins and placing patient safety devices.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Took dental images following strict patient protection rules by mentioning risks during pregnancy and applying lead aprons.
- Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Booked patient appointments and managed treatment details using MS Excel and industry-standard registration software.
- Documented patient dental health information, medical history and vital signs for future reference.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
Education
Associate of Arts - Photography
University of Alabama At Birmingham
Hattiesburg, MS05.1991
Associate of Arts -
University of Southern Mississippi
Hattiesburg, MS10.1986
High School Diploma -
Oak Grove High School
Hattiesburg, MS05.1984
Skills
- Multi-Line Phone Systems
- Credit Card Handling
- Mail Sorting
- Patient Complaint Resolution
- Appointment Setting
- Sorting and Labeling
- Office administration
- Administrative support
- File management
- Registration
- Proofreading
- Patient charting
- Word processing
- Schedule Management
- Project Management
- Conflict Resolution
Additional Information
Assisted Oral Surgeon while performing Orthognathic surgery in hospital setting.
- Very active in Animal rescue work
Summary
Billy Ray Gatwood had been fishing for so long he doesn't remember what it was like when fishing wasn't a part of his life. Billy purchased his first boat back in the late 70's and has been fishing all of the most desired fishing holes across the south in states such as Mississippi, Alabama, Louisiana and the great state of Texas. It seems to be that Billy has landed on a favorite fishing hole, if you can call it that. It is actually a very large reservoir and his little piece of heaven is a place called Toledo Bend found in the little town of Hemphill, Texas.
Billy, being a christian man, has a strict no alcohol and no drug policy when it comes to his beloved sport of fishing. That's is a great policy to have since he had passed that philosophy on to his children and grandchildren who have inherited their "Big Daddy's" absolute love for the time honored tradition of tournament bass fishing in the Gatwood family. His grandson, Caleb Gatwood and Addison Lee have also won a tournament themselves. Caleb won the High School Bass Masters Tournament on Toledo Bend in 2016. What he enjoys most in this life is passing this tradition on to his grandchildren who have fallen in love with the sport as well.
Billy's strong competitive edge and drive to win keeps him on top of sport. He has fished more tournaments than he can count. As I stated before, HE LIKES TO WIN! Here are just a few of his accomplishments
Timeline
Patient Engagement Representative
Advise/Bloom Insurance
09.2021 - Current
Data Entry Clerk
Remax Real Estate
11.2016 - 03.2020
Business Owner
American Maid
08.2000 - 05.2007
Dental Assistant
Dr. Arthur “ Mac” Bradley
10.1989 - 11.1991
Oral Surgeon Assistant
Dr. Newton Burton
09.1986 - 10.1989
Dental Assistant
Dr. Charles Greer
10.1983 - 08.1986
Associate of Arts - Photography
University of Alabama At Birmingham
Associate of Arts -
University of Southern Mississippi
High School Diploma -
Oak Grove High School
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