Jamie Jones

• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Provided prompt, polite and professional in-person and telephone customer service.
• Registered patients and completed associated paperwork for accurate records.
• Used KIPU to schedule appointments for doctor visits and procedures.
• Reconciled daily payments received and prepared deposits for smooth office finances.
• Completed administrative patient intakes with case histories, insurance information and mandated forms.
• Managed office logistics by scheduling appointments, maintaining files and collecting payments.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Answered phone calls and messages for up to 5 medical providers, medical facility, scheduling appointments, and handling patient inquiries.

• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Resolved concerns with products or services to help with retention and drive sales.
• Communicated with accounting department to resolve credit and billing issues.
• Supervised customer service metric requirements for each team member.
• Monitored team activity providing resolution to service issues.

• Created all training material for new hire employees
• Created all up-skill material for existing employees as refresher training
• Train and develop all new hire employees in preparation for their particular roles/responsibilities
• Work closely in conjunction with all departments to maintain open lines of communication
• Hold weekly meetings with all management in search of areas of opportunity for knowledge advancement
• Managed New Employee Orientation for all departments

• Supervised Customer Service, Account Retention and Inside Sales departments
• Developed and maintained successful goals and KPI's for each individual departments
• Coached, developed and promoted Team Leaders for each department in record time
• Devised processes to boost long-term business success and increase profit levels.
• Advanced productivity KPIs by leading trainings on procedures and safety practices.
• Assisted in recruiting, hiring and training of team members.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Promoted positive customer experience through day-to-day supervision and management of facility.
• Supervised 20 employees on th Customer Service Production floor, consisting of several separate departments
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
• Reviewed operations reports to understand numbers and trends

• Launched 5 different sites both near and offshore by training all staff members including Site Director, members of Leadership, all Training Staff including first 2 waves of call center agents.
• Sites launched: Hampton, VA Beckley, WV New Braunfels, TX Pittsburgh, PA Kingston, Jamaica and Bohol Phillippines
• Trained and mentored 30 new personnel (per 4 week class) hired to fulfill various roles.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Monitored day-to-day activities of Communications company and employees, noting areas needing improvement and implementing plans for rectification.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals
• Created curricula, instructions, documents and written tests for various types of training courses.
• Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
• Developed lesson plans, instructional materials and written practice tests for 30 agents per Training class
• Developed and implemented updating training programs for thousands of employees.
• Decreased training time by designing effective new training programs.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Assisted call-in customers with questions and orders.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Logged call information and solutions provided into internal database.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Increased client retention by managing supplier deliveries around client needs.