Jamie Register
Freeport,FL
Summary
Well-qualified Patient Services Manager proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
12
12
years of professional experience
Work History
Customer Service Team Lead
Janie & Jack
07.2023 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Perform opening and closing procedures as a Team Lead
- Organization and Inventory of current merchandise
- Helping to increase sales with add on items to current purchases
- Locating merchandise, not in store and coordinating to have it shipped directly to the customer
- Managed time cards and deposits
- Helping the store manager with floor sets and product rearrangement
Patient Services Manager
Orthopaedic Associates
09.2012 - Current
- Streamlined patient flow by optimizing appointment scheduling and resource allocation.
- Reduced wait times for patients with effective utilization of staff and resources.
- Increased patient retention rates by providing exceptional customer service and addressing concerns promptly.
- Improved patient satisfaction by implementing efficient check-in and scheduling processes.
- Implemented policies and procedures to ensure compliance with healthcare regulations, maintaining a safe environment for patients and staff.
- Evaluated staff performance regularly, identifying areas for improvement and implementing targeted development plans.
- Enhanced staff performance through regular training and effective communication methods.
- Improved employee morale by fostering a positive work environment that encouraged teamwork and open communication among staff members.
- Proactively addressed potential conflicts or issues between patients, families, and healthcare providers to maintain a harmonious working environment.
- Maintained accurate documentation of patient interactions according to HIPAA guidelines while preserving confidentiality at all times.
- Facilitated constructive feedback sessions with both patients and staff members to identify areas needing improvement within the facility.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Spearheaded and implemented new projects to expand scope of engagement.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Education
Bachelor of Science - Business Management
University of Phoenix Online
Tempe, AZ2005
Lely High School
Naples, Fl05.2001
Skills
- Team Management
- Customer Satisfaction
- Professional telephone demeanor and call center experience
- Surgery Scheduling
- Staff education and training
- Interdepartmental communication
- Medical terminology knowledge
- Data Management
- Customer Account Management
- Key holder experience
- Relationship Building
- Multitasking and Prioritizing
- Critical Thinking
- Cash Handling and Reconciliation
- Team Building and Motivation
- Superior Work Ethic
- Inventory and Stocking
- Goal Setting and Achievement
- Creativity and Originality
- Sales floor organization
Timeline
Customer Service Team Lead
Janie & Jack
07.2023 - Current
Patient Services Manager
Orthopaedic Associates
09.2012 - Current
Bachelor of Science - Business Management
University of Phoenix Online
Lely High School