ETHIC
Jennifer Bailey
Healthcare Management
Lincoln Park,MI
Summary
Accomplished Operations Manager RX at CVS Pharmacy, I leveraged empathy and data entry proficiency to enhance team performance and customer satisfaction. By initiating a mentoring program and streamlining inventory operations, I significantly contributed to improved efficiency and accountability. My background in high-volume call environments and healthcare scheduling underscores my ability to meet and exceed employer expectations with a proactive and achievement-focused approach. Call center professional with proven track record in technical support and customer service. Known for reliability, adaptability, and effective teamwork. Possesses strong troubleshooting abilities and exceptional communication skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Call Center Technician
EBM Medical
05.2023 - Current
- Handled high-pressure situations with ease, remaining calm while guiding customers through complex troubleshooting processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained up-to-date knowledge of product and service changes.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Nursing Scheduler
Beaumont Hospital
04.2021 - 07.2022
- Collaborated with unit managers and directors on floor orientation scheduling, establishing and strategizing on departmental staffing needs.
- Developed efficient processes for handling last-minute call-outs or sick days, minimizing disruptions to patient care.
- Improved communication between nursing staff and management by providing regular updates on schedule changes and addressing concerns promptly.
- Reviewed and adjudicated requests for PTO, vacation, maternity leave and both paid and unpaid leaves of absences.
- Reduced scheduling conflicts by proactively identifying potential issues and working with nursing staff to find solutions.
- Collaborated with nursing management to address staffing needs, resulting in improved patient satisfaction and nurse morale.
- Maintained accurate records of employee attendance, absences, and schedule modifications, enabling effective reporting to management.
- Utilized data sheets to prepare, update and distribute scheduling information to nursing staff.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed daily shift changes, ensuring seamless transitions for both patients and staff members.
Operations Manager RX
CVS Pharmacy
09.2012 - 07.2022
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Trained and guided team members to maintain high productivity and performance metrics.
- Addressed patient complaints promptly and professionally, working collaboratively with other healthcare professionals as needed to resolve issues satisfactorily for all parties involved.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Handled staff training initiatives aimed at upselling the workforce to meet dynamic industry demands.
- Assisted in recruiting, hiring and training of team members.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Education
Associate of Science - Criminal Justice
University of Phoenix
RemoteHigh School Diploma -
Lincoln Park High School
Lincoln Park, MI06-2000
Skills
- Empathy and patience
- Reporting and Analytics
- Stress Tolerance
- Data entry proficiency
- Script adherence
- Problem-solving skills
- Call Center Customer Service
- Inbound phone calls
- Verbal and written communication
- Cash Handling
- Data Entry
- Product Knowledge
- Appointment Scheduling
Affiliations
- American Pharmacists Association
Certification
- Licensed Pharmacy Technician - State Boards of Pharmacy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Certificate of Appreciation CVS Health Drive-Up COVID-19 Clinic June 2020
- 10 Year Employee Recognition-CVS-September 2022
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPaid time offPaid sick leaveQuote
Fall seven times; stand up eight.
Japanese proverb
Software
EPIC
Microsoft Office
Languages
English
Native or Bilingual
Interests
Reading
Writing/Journaling
Junk Journaling
Timeline
Call Center Technician
EBM Medical
05.2023 - Current
Nursing Scheduler
Beaumont Hospital
04.2021 - 07.2022
Operations Manager RX
CVS Pharmacy
09.2012 - 07.2022
- Licensed Pharmacy Technician - State Boards of Pharmacy.
Associate of Science - Criminal Justice
University of Phoenix
High School Diploma -
Lincoln Park High School
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