Hailee Balone
Clearfield
Summary
Accomplished Client Engagement Specialist with a proven track record at Odyssey House, enhancing customer satisfaction through expert customer service and problem resolution. Skilled in appointment scheduling and staff education, I have significantly contributed to streamlining admissions processes and improving team efficiency. My dedication to excellence has consistently fostered positive outcomes in client engagement and operational improvements.
Overview
10
10
years of professional experience
Work History
Client Engagement Specialist
Odyssey House
12.2017 - Current
- Providing phone, live chat, and contact form coverage for incoming admissions inquiries. This includes selling programs, conducting pre-admission assessments, and answering pre-admissions/general questions from potential clients, family members, friends, or professional referents.
- When appropriate, provide treatment recommendations. If the caller (potential patient, family member, friends, or referent) is not suitable for Odyssey House, be prepared to refer out based on presenting issues to establish Odyssey-approved referral sources or other addiction and behavioral healthcare providers.
- Tracking and documenting (in the CRM) the disposition of potential patients from the initial call, handoff to a facility, up to and including admissions, serving as support for facility intake coordinators.
- Conduct timely follow-ups as needed to ensure admission.
- Maintain a professional and positive attitude when working with callers/potential patients, members of the call center team, and the clinical and facility intake department.
- Identify and report new referral source opportunities.
- Weekly reports and other duties as assigned.
Receptionist
Mountain Medical Imaging Center
07.2017 - 12.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Collected co-payments, coinsurance, deductibles, etc.
Dental Assistant
Johnson Pediatric Dentistry
07.2017 - 11.2017
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
Implementation Specialist
C.R. England
01.2015 - 07.2016
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
Education
Diploma -
Herriman High School
Herriman, UTDental Assisting -
Salt Lake Community College
Salt Lake City, UT2016
Skills
- Appointment Scheduling
- Payment Collection
- Customer Service
- Problem Resolution
- Data Entry
- Customer Education
- Account Management
- Staff education and training
Timeline
Client Engagement Specialist
Odyssey House
12.2017 - Current
Receptionist
Mountain Medical Imaging Center
07.2017 - 12.2017
Dental Assistant
Johnson Pediatric Dentistry
07.2017 - 11.2017
Implementation Specialist
C.R. England
01.2015 - 07.2016
Diploma -
Herriman High School
Dental Assisting -
Salt Lake Community College
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