Jennifer Miller
Murfreesboro,TN
Summary
Proven leader in customer service and patient care at Tennessee Oncology, excelling in complaint handling and multitasking. Demonstrated ability to enhance satisfaction and exceed performance metrics, with a knack for problem-solving and maintaining attention to detail. Achieved consistent improvement in service delivery, leveraging call center experience and a focus on customer needs.
Overview
21
21
years of professional experience
Work History
Customer Service Operator
Tennessee Oncology
10.2022 - Current
- Partnered with other departments to facilitate seamless issue escalation when necessary.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with team members to share best practices and improve overall service quality.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Handled high-pressure situations with grace, maintaining composure while offering timely support to distressed customers.
- Exceeded daily call quotas consistently, demonstrating commitment to productivity targets.
- Assisted in training new hires on company policies, procedures, and best practices for exceptional customer service delivery.
- Balanced multiple priorities effectively in a fast-paced environment without sacrificing attention to detail or quality of service.
Patient Service Representative
Tennessee Oncology
02.2014 - 10.2022
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
Front Desk Teamleader
Dayton Physician Hematology and Oncology
03.2003 - 09.2013
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Maintained accurate records of guest bookings, payments, and special requests to ensure smooth operations at the front desk.
- Monitored inventory levels of essential supplies at the front desk, proactively ordering when necessary to avoid shortages.
- Maintained template for all providers
- maintained provider call and vacation schedules
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations or rescheduling requests.
- maintained provider meeting and outlook calendars
Education
High School Diploma -
Centerville High School
Centerville, OH06.1991
Skills
- Call center experience
- Product Knowledge
- Customer Focus
- Complaint Handling
- Problem-solving skills
- Appointment Scheduling
- Training experience
- Time Management
- Attention to Detail
- Multitasking Abilities
- Reliability
Timeline
Customer Service Operator
Tennessee Oncology
10.2022 - Current
Patient Service Representative
Tennessee Oncology
02.2014 - 10.2022
Front Desk Teamleader
Dayton Physician Hematology and Oncology
03.2003 - 09.2013
High School Diploma -
Centerville High School