Geoffrey Smith
Winston,GA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, notably at the University of Alabama at Birmingham. Skilled in CRM software and complaint resolution, I excel in multitasking and fostering team leadership. Achieved significant improvements in call resolution rates and patient education, demonstrating a commitment to excellence and efficiency. Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved [Number]% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring [Number] years of relevant work experience to your team.
Overview
5
5
years of professional experience
Work History
Access Center Representative
University of Alabama at Birmingham
02.2022 - Current
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Boosted first-call resolution rates by thoroughly assessing caller needs and providing accurate information promptly.
- Improved communication between departments by effectively liaising with medical staff regarding patient concerns and updates.
- Facilitated prompt issue resolution, connecting callers with relevant personnel when necessary for further assistance.
- Collaborated with team members to achieve monthly performance goals.
- Enhanced customer experience by promptly addressing inquiries and resolving issues.
- Assisted customers with scheduling appointments, resulting in increased patient satisfaction.
- Effectively managed multiple priorities simultaneously within a fast-paced environment, ensuring optimal time management skills remained at the forefront.
- Handled complex insurance queries efficiently, utilizing thorough understanding of coverage plans to provide accurate information.
- Handled high volume of inbound calls, maintaining patience and professionalism under pressure.
- Maintained detailed knowledge of company policies, procedures, and services to confidently answer customer inquiries.
- Educated patients on importance of preventive health care and insurance coverage.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
Customer Service Representative
Publix
03.2020 - 02.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
English Teacher
DaDa
02.2020 - 12.2020
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Prepared comprehensive English curriculum for multiple classes.
- Created and implemented activities to foster critical thinking skills of students.
- Assisted struggling students through targeted interventions, leading to increased academic success.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
English Teacher
English First
07.2019 - 02.2020
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Prepared comprehensive English curriculum for multiple classes.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Kept classroom organized, clean and safe for students and visitors.
- Implemented project-based learning activities that encouraged collaboration, critical thinking, and problem-solving skills among students.
- Developed strong relationships with parents and guardians, fostering open communication regarding student progress and needs.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Participated in professional development opportunities to stay up-to-date on teaching best practices and enhance educator skills.
- Collaborated with colleagues to develop interdisciplinary curriculum, resulting in enriched learning experiences for students.
- Attended department meetings to develop and update course curricula.
- Utilized data-driven instruction to identify areas of need and implement targeted strategies for improvement.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
- Produced engaging lesson plans and activities to help students master learning objectives.
Education
Master of Arts - Cultural Heritage Studies
University of Alabama At Birmingham
Birmingham, AL12.2024
TEFL Certification - Teaching English As A Foreign Language
International TEFL Academy
Chicago03.2019
Bachelor of Arts - French Language Literature And Culture
University of North Georgia
Dahlonega, GA05.2018
Skills
- Organization
- Complaint resolution
- CRM Software
- Customer Service
- Multitasking and Organization
- Team Leadership
- HIPAA Compliance
- Money Handling
- Patient Education
- Phone and Email Etiquette
- Appointment Scheduling
Languages
English
Native or Bilingual
French
Limited Working
German
Elementary
Timeline
Access Center Representative
University of Alabama at Birmingham
02.2022 - Current
Customer Service Representative
Publix
03.2020 - 02.2022
English Teacher
DaDa
02.2020 - 12.2020
English Teacher
English First
07.2019 - 02.2020
Master of Arts - Cultural Heritage Studies
University of Alabama At Birmingham
TEFL Certification - Teaching English As A Foreign Language
International TEFL Academy
Bachelor of Arts - French Language Literature And Culture
University of North Georgia
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