Genesis Moncayo
Stuart,FL
Summary
Detail-oriented professional skilled in managing patient relations and administrative support. Experienced in implementing effective communication strategies to resolve conflicts and improve patient experiences. Committed to enhancing operational processes and fostering positive relationships.
Overview
3
3
years of professional experience
Work History
Patient Experience &Conflict Resolution Specialist
Akumin
Stuart, FL
10.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to streamline resolution processes and enhance service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements for enhanced satisfaction.
- Trained new employees on resolution protocols, ensuring adherence to company standards and best practices.
- Managed escalated cases by developing tailored solutions that addressed complex customer needs efficiently.
- Developed comprehensive documentation for resolution procedures, improving team reference materials and training resources.
- Leveraged CRM systems to track case progress, ensuring timely follow-ups and accurate reporting of outcomes.
- Coordinated with management to implement strategic initiatives aimed at reducing resolution times and increasing efficiency.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Provided regular reports on key performance indicators related to complaint resolutions, identifying opportunities for process improvements or training enhancements where necessary.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Improved team morale with regular training sessions on conflict resolution.
- Led team in adopting proactive approach to identify potential issues before escalation.
- Implemented tracking system for resolution follow-ups, ensuring no customer query was left unanswered.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Facilitated communication between patients and healthcare providers to streamline appointment scheduling.
- Educated patients and families on healthcare procedures, fostering understanding and compliance with treatment plans.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Managed patient records using electronic health record systems for accuracy and compliance.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
Office Secretary
Trinitas Regional Medical Center
Elizabeth, NJ
05.2023 - 07.2023
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Maintained electronic medical records, enhancing data accuracy and compliance with healthcare regulations.
- Coordinated communication between departments, facilitating timely information exchange for improved patient care.
- Assisted in the preparation of administrative reports, contributing to departmental efficiency and operational insights.
- Implemented filing systems that streamlined document retrieval processes and reduced turnaround times.
- Provided training support to new staff on office procedures and software applications, fostering a collaborative work environment.
- Handled confidential patient information with discretion, upholding privacy standards in accordance with HIPAA regulations.
- Developed templates for routine correspondence, improving consistency and professionalism in written communications.
- Provided excellent customer service through prompt response to inquiries, resolving issues quickly and professionally.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Contributed to a positive work environment by maintaining a professional demeanor and offering assistance when needed.
- Maintained confidentiality while handling sensitive information related to personnel matters or company projects.
- Served as the primary point of contact for incoming visitors and phone calls, directing them efficiently to appropriate parties.
- Received incoming mail and evaluated and distributed correspondence requiring priority attention.
- Ensured office equipment was always functioning optimally through regular maintenance checks avoiding any disruptions in daily tasks.
- Facilitated effective communication between team members by distributing relevant memos and announcements in a timely manner.
- Provided administrative support during high-pressure situations enabling seamless workflow.
- Organized company events and meetings, ensuring all necessary arrangements were made for smooth execution.
- Managed complex scheduling for executive staff, ensuring timely attendance at important meetings.
- Reduced office supply costs through diligent inventory management and vendor negotiations.
- Scheduled appointments and conducted follow-up calls to clients.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Performed research to collect and record industry data.
Education
Associate of Science - Health Sciences
Indian River State College
Ft. Pierce, FLSkills
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Relationship building
- Task prioritization
- Stress tolerance
- Self motivation
- Professionalism
- Case management
- Customer service
- Patient care coordination
- Medical terminology
- Patient documentation
- Follow-up care
- Office administration
- Payment collection
- New hire training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Patient Experience &Conflict Resolution Specialist
Akumin
10.2023 - Current
Office Secretary
Trinitas Regional Medical Center
05.2023 - 07.2023
Associate of Science - Health Sciences
Indian River State College