Gretchen Ann Arneson

• VISN 12 SCCC- Clinical Contact Center

Duties, Accomplishments and Related Skills:

• Highly proficient in Cisco Finesse Multiline Phone Systems
• Highly proficient in Cisco Jabber, CPRS, VSE GUI, JLV, PMM,
• Ability to provide support across multiple ancillary and inter professional clinics and determine needs of Veteran(s), caregivers and outside providers.
• Highly skilled in Customer Service Recovery
• Highly skilled with ability to de-escalate hostile/situational calls
• Handles on average 90-120 + calls per day with a 1-2 second Work Time
• Ability to determine routing of clinical questions to appropriate clinical staff
• Trained new hires on multiple occasions on system applications, and CCC protocols.
• Assisted Leadership with Resume review for potential new hires.
• Assisted with FIT Team Danville Project ensuring all Extensions for Danville were accurate in Cisco Finesse Phone Book
• Takes initiative to support Team with problem solving and sharing tips for efficiency and accuracy.

Primary Care

Duties, Accomplishments and Related Skills:

• Registered New Patients utilizing Vista and NEST Application
• MSA for Pact Team- Direst Liaison for Provider and RN's.
• Scheduled over 460 RTC's that were out of Compliance in pending status in 3 days.
• Verifying patient health insurance and scanning insurance cards into buffer
• Utilizing Computer Patient Records System CPRS, VSE GUI, PMM Scheduling for active or hold orders Primary Care
• Telecommunications and face to face customer service representative providing first line service for patient care.
• Related Orders to corresponding patients
• Veterans Scheduling Enhancements -Ran weekly

Surgical Department- Primary Scheduler for Eye Clinic Duties, Accomplishments and Related Skills:

• Received Recognition for taking Lead role in handling mass cancellations of all 33 clinics and rescheduling when Covid-19 made it's presence.
• Recipient of Own the Moment Award - February 2020
• Trained new Hires
• Successfully completed scheduling of over 11,782 Eye exams in a little over a year's time.
• Ran weekly audit reports and reported back to Lead and Supervisor
• Direct liaison between patients and Optometry and Ophthalmology.
• Telecommunications and face to face customer service representative providing first line service for patient care.

Radiology- Primary Scheduler for CT, MRI and Ultrasound

Duties, Accomplishments and Related Skills:

• Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
• Recipient of Employee of the Month August, 2019
• Telecommunications and face to face customer service representative providing first line service for patient care.
• Utilizing Computer Patient Records System CPRS , VSE GUI, PMM
• Scheduling for active or hold orders Radiology

Family and Internal Medicine Practice

Duties, Accomplishments and Related Skills:

• Scheduler for Internal Medicine and Family Practice
• Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments
• Telecommunications and face to face customer service representative providing first line service for patient care.
• Ran insurance buffers.
• Communication between provider and Pharmacy on Patient's behalf
• Supported patients and family members, actively listening to concerns and offering compassionate care
• Answered multi-line phone system and enthusiastically greeted callers
• Oversaw fast-paced front desk operations and Patient's needs at busy facility
• Supported patients and family members, actively listening to concerns and offering compassionate care
• Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments