Summary
Overview
Work History
Education
Skills
Timeline
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Hailey Redmon

Soddy-Daisy,TN

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

DISH
05.2021 - 08.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Medical Assistant/Medical Receptionist

Chattanooga Children's Clinic
01.2020 - 04.2021
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Customer Service Representative

CommonSpirit Health
12.2018 - 12.2019
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Aided in the implementation of new software systems, providing input on user experience and assisting with training for other team members.
  • Contributed to the company''s ongoing success by actively seeking opportunities for personal growth and skill development within the healthcare customer service field.

Education

Medical Assistant - Healthcare

The University of Tennessee - Chattanooga
Chattanooga, TN
01.2019

High School Diploma -

DeKalb County High School
Smithville, TN
05.2018

Skills

  • Data Collection
  • Call Management
  • Paperwork Processing
  • Complaint resolution
  • Scheduling
  • Data Entry
  • Client Relations
  • Team Development
  • Customer Education
  • Live chat support
  • Administrative Support
  • Problem-solving abilities
  • Account updating
  • Product Knowledge

Timeline

Customer Service Representative

DISH
05.2021 - 08.2023

Medical Assistant/Medical Receptionist

Chattanooga Children's Clinic
01.2020 - 04.2021

Customer Service Representative

CommonSpirit Health
12.2018 - 12.2019

Medical Assistant - Healthcare

The University of Tennessee - Chattanooga

High School Diploma -

DeKalb County High School

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Hailey Redmon