Heatherton Favazza
Newark,DE
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses. Eager to excel in a leadership position.
Overview
31
31
years of professional experience
Work History
Senior Customer Service Specialist
Christiana Care Cecil Campus
11.2022 - Current
- Triaged patients with sound judgment.
- Created Power Point presentations as well as training documents using Microsoft Word
- Assisted as a super-user with Rev Cycle Add Appointment Plus update and the Artera implementation.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Escalated challenging customer situations, and effectively diffusing tension and achieving satisfactory resolutions.
- Trained staff in multi-specialty ques.
- Monitored dashboard and re-assign ques if necessary for ultimate service level status.
Customer Service Specialist
Infinia Recruiting Agency – Christiana Care Cecil Campus
02.2022 - 11.2022
- Answered a high call volume of patients, with scheduling, prescription refills, and messaging, via an automated phone system
- Establish positive relationships with patients by demonstrating knowledge of their history, showing compassion, and responding to individual needs
- Effectively communicating in all areas and scheduling according to departmental guidelines
- Multitasking with typing and talking simultaneously and routing calls appropriately.
Dental Assistant
Great Whites Dental - Dr. David Mastrota
03.2019 - 03.2021
- Performed dental assisting responsibilities including, digital x-rays, dental charting, operatory setup and breakdown, and infection control
- Assisted with dental emergencies eased patient anxieties with a calming manner
- Lab work: impression pour-ups and trimming
- Assisted the front desk with answering phones, scheduling, and checking in patients
- Provided exceptional care and customer service to patients.
Orthodontic Assistant
Hendrix Orthodontics – Dr. Jeff Hendrix
10.2015 - 07.2018
- Performed orthodontic assisting responsibilities including chairside procedures and assisting, digital x-rays and photographs
- Assisted with dental emergencies, eased patient anxieties with a calming manner
- Answered phones, scheduled, and greeted patients with a smile
- Integral part of teaching School Dental Health Care programs
- Participated in dental related lunch & learns and community events.
Front Desk Receptionist
ENT & Allergy of DE
03.2015 - 10.2015
- Scheduled patients in person, online and phone, verified insurance eligibility, and prior authorizations via phone and Navinet
- Scanned medical records into the patient's electronic chart, triage calls to appropriate department
- Collect, and post copayments, reconcile end of day reports
- Developed a genuine a rapport with patients and facilitated with their care.
Surgical Assistant
Oral & Maxillofacial Surgery Associates – Dr. David King & Dr. Michael Kremer
07.2013 - 03.2015
- Prepped patients for oral surgeries, by taking their blood pressure, and x-rays.
- Provided compassionate care to patients throughout their surgical experience, easing anxiety and ensuring comfort.
- Kept views unobstructed by retracting, sponging, and suctioning surgical sites.
- Assisted in O.R. with airway, suction, and instrument passing
- Reviewed discharge instructions with patients.
Orthodontic Assistant
Greeley & Nista Orthodontics – Dr. Connie Greeley & Dr. John Nista
08.2012 - 03.2015
- Performed orthodontic assisting responsibilities including chairside procedures and assisting, digital x-rays and photographs
- Assisted with orthodontic emergencies easing patient anxieties with a calming manner
- Provided Educated School Dental Health Care programs
- Assisted the front desk answering phones, scheduling, and checking patients in
- Participated in lunch & learns, dental seminars and community events
- Provided exceptional patient care and customer service daily.
Medical Receptionist
Quality Family Physicians
12.2011 - 07.2012
- Scheduling, checking patients in/out, collected co-payments and deductibles
- Scanned in faxes and mail
- Provided customer care with billing inquiries, prior authorizations, verified insurance eligibility.
Orthodontic Assistant
Alpine & Raffetto Orthodontics – Dr. Ray Raffetto & Dr. Mark Fiss
03.2003 - 10.2011
- Assisted Orthodontist chair-side, during the examination and treatment of all patient procedures
- Participated in school tours, in-house school programs, educational programs for children
- Attention to detail, exemplary customer service delivery and a team player attitude.
Customer Account Executive
Comcast Communications
10.2002 - 03.2003
- Served as first point of contact for customers who had computer and/or internet connection related issues within a high-volume environment
- Researched and rapidly solved problems and rebuilt client trust to prevent the loss of accounts.
Information Security Administrator
Student Finance Corporation
10.2000 - 05.2002
- Help Desk Phone Support: computer, printer and software troubleshooting
- Data administration and Security: creation and monitoring network accounts and rights
- Developed a company Policy and Procedure Manual.
Restaurant Supervisor
Burger King
09.1993 - 08.1996
- Oversaw general operations and compliance in all areas of the restaurant
- Including food safety compliance, kitchen equipment and maintenance
- Counted each till at the start and end of day and prepared the deposits at end of shifts
- Attended quarterly safety meetings and handled inventory of supplies.
Education
Associate of Applied Science - Criminal Justice
Delaware Technical And Community College
Newark, DE05.2000
Skills
- Call center experience
- Reporting
- Multi-Line Phone Systems
- Documentation Review
- Complaint Handling/De-Escalation
- Teamwork and Collaboration
- Medical terminology
- Project management abilities
- Conflict Mediation
- Call Documentation
- Staff education, training, and coaching
Community
St. Andrews Presbyterian Church, Elder, 2005, Present
Timeline
Senior Customer Service Specialist
Christiana Care Cecil Campus
11.2022 - Current
Customer Service Specialist
Infinia Recruiting Agency – Christiana Care Cecil Campus
02.2022 - 11.2022
Dental Assistant
Great Whites Dental - Dr. David Mastrota
03.2019 - 03.2021
Orthodontic Assistant
Hendrix Orthodontics – Dr. Jeff Hendrix
10.2015 - 07.2018
Front Desk Receptionist
ENT & Allergy of DE
03.2015 - 10.2015
Surgical Assistant
Oral & Maxillofacial Surgery Associates – Dr. David King & Dr. Michael Kremer
07.2013 - 03.2015
Orthodontic Assistant
Greeley & Nista Orthodontics – Dr. Connie Greeley & Dr. John Nista
08.2012 - 03.2015
Medical Receptionist
Quality Family Physicians
12.2011 - 07.2012
Orthodontic Assistant
Alpine & Raffetto Orthodontics – Dr. Ray Raffetto & Dr. Mark Fiss
03.2003 - 10.2011
Customer Account Executive
Comcast Communications
10.2002 - 03.2003
Information Security Administrator
Student Finance Corporation
10.2000 - 05.2002
Restaurant Supervisor
Burger King
09.1993 - 08.1996
Associate of Applied Science - Criminal Justice
Delaware Technical And Community College
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