Jeanne Ellis
Indianapolis,IN
Summary
Dynamic Administrative Assistant with a proven track record at IU Health Physicians, excelling in scheduling and resource optimization. Skilled in data entry and customer relations, I enhanced office efficiency and improved patient care outcomes. A dedicated team player, I fostered a positive work environment while managing complex calendars and training new staff.
Overview
23
23
years of professional experience
Work History
Administrative Assistant
IU Health Physicians
02.2010 - Current
- Coordinated scheduling for multiple physicians to optimize patient flow and resource allocation.
- Managed electronic health record system, ensuring accurate and timely data entry for patient information.
- Streamlined office procedures, resulting in improved efficiency in administrative tasks and communication.
- Verifying insurance information and resolving discrepancies to enhance revenue cycle management.
- Developed training materials for new staff, fostering an environment of continuous learning and support.
- Collaborated with healthcare teams to coordinate patient referrals, improving overall patient care outcomes.
- Schedule surgeries and add them to the doctors calendar.
- Mail out surgery packets to the patients.
- Schedule appointments for patients for follow ups, post-op and new patients.
- Monitored inventory levels of office supplies, ensuring stock availability while minimizing waste and costs.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Customer Service Representative
WellPoint, Anthem Blue Cross
09.2007 - 01.2010
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery processes and improve customer satisfaction.
- Mentored new hires on company policies, procedures, and best practices to ensure consistent service quality.
- Streamlined complaint resolution process by implementing standardized protocols, reducing response times significantly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Customer Support Specialist
Milan Express
01.2003 - 08.2007
- Provided exceptional customer service through effective communication and problem-solving techniques.
- Resolved client inquiries and issues, enhancing overall customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Analyzed customer feedback to identify trends and recommend improvements in support systems.
- Trained new staff on best practices for customer interaction and support tools usage.
- Developed and maintained comprehensive knowledge base for common customer issues and solutions.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Dispatcher for the truck drivers
- Enter bills of ladings into the system.
Education
High School Diploma -
Decatur Central High School
Indianapolis, IN06-1993
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Administrative support
- Microsoft Word
- Microsoft Excel
- Microsoft outlook
- Customer and client relations
- Computer proficiency
- Filing
- Customer relations
- Clerical support
- Strong problem solver
- Critical thinking
- Scheduling
- Documentation and recordkeeping
- Professional communication
- Database entry
- Office management
- Scheduling and calendar management
- Dedicated team player
- Appointment scheduling
- Verbal communication
- Data organization
- Deadline oriented
- Professional and mature
- Calendar management
- Filing and data archiving
- Documentation and reporting
- Relationship building
- Mail handling
- Data collection
- Prioritization
- Multi-line phone systems
- Client relations
- Multi-line phone proficiency
- Resourceful
- Records administration
- Tech-Savvy
- Confidential document control
- Complex Problem-solving
- Internal communications
- Schedule management
- Internet research
- Workflow optimization
- Mail management
- Multi-line telephone systems
- Training and coaching
- Letter preparation
- Mail distribution
Accomplishments
- Assisted management with the training of [5] new staff members.
- Increased office productivity [100]% by implementing numerous process improvements.
- Earned "[Value Leadership for Support Staff]" in [2025].
- Recognized by customers and [Managment] for expedient and effective service.
- Scheduling - Communicated with patients through phone, fax, email and in person to schedule appointments and answer inquiries.
- Training - Responsible for training all new employees to ensure continued quality of customer service.
- Data Entry - Reviewed and updated client correspondence files and scheduling database.
- Managed [General Surgery] area.
- Scheduling - Organized technician schedule for customer jobs.
Timeline
Administrative Assistant
IU Health Physicians
02.2010 - Current
Customer Service Representative
WellPoint, Anthem Blue Cross
09.2007 - 01.2010
Customer Support Specialist
Milan Express
01.2003 - 08.2007
High School Diploma -
Decatur Central High School
Values Leadership Award for Support Staff
I was nominated by Manager and Team Leader Amica and I was running against 210 other nominees. I was the first Administrative Assistant in the division to win the award. The Indiana University Health Values Leadership Awards are presented annually to honor team members who demonstrate exceptional commitment to the values of IU Health. These awards celebrate individuals who not only excel in their professional roles but also contribute positively to their communities and embody the principles of compassion and teamwork.